Using Knowledge Center

  • Release version: Yokohama
  • Updated October 26, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Using Knowledge Center

    The Knowledge Center enables effective management and enhancement of your knowledge base, ensuring it remains accurate, complete, and user-friendly. It facilitates tasks that contribute to maintaining content health and an efficient technical support system.

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    Key Features

    • Search: Utilize the search feature to find knowledge materials by title or text, enhanced by the Now Assist feature for guided results. Note that AI Search is used when enabled, otherwise contextual search is applied.
    • Insights: Identify areas for improvement within the knowledge base, including potential gaps, duplicates, and opportunities for article optimization. This feature requires the Now Assist Skill to be active for your role.
    • Requires Attention: This feature highlights content needing immediate review, including articles expiring soon, flagged items, and feedback tasks that require resolution to uphold content quality.
    • Quick View: Easily navigate to knowledge bases and view articles based on criteria such as most viewed or most useful.
    • Actions Panel: Organize knowledge management tasks by creating articles, adding reusable content blocks, and managing ownership groups.

    Key Outcomes

    By utilizing the Knowledge Center's tools, you can effectively resolve issues, optimize articles, create new content, and respond to user feedback. This proactive approach ensures your knowledge base remains relevant, accurate, and valuable for users, enhancing overall technical support capabilities.

    Learn how to manage and enhance your knowledge base using the powerful tools and workflows available in Knowledge Center.

    Using Knowledge Center goes beyond viewing dashboards as it involves tasks that keep your knowledge ecosystem accurate, complete, and user-friendly. This section explains how you interact with the system to maintain content health and an effective technical support system.

    Key Tasks

    • Resolve Issues: Address knowledge gaps and duplicates highlighted in Insights.
    • Optimize Articles: Edit, retire, or delete outdated content to maintain relevance.
    • Create New Content: Draft articles for missing topics identified through gap analysis.
    • Respond to Feedback: Review user feedback and implement improvements.

    UI feature and uses

    Following is the list of features and how they can be useful to you.

    Search

    Find knowledge material by title or text. Search is equipped with the Now Assist feature, providing more guided and relevant results.

    Note:
    When the AI Search feature is active, searches are performed using AI. If it's not enabled, contextual search is used instead.

    Insights

    Discover areas of improvement in the knowledge base through Potential gaps, Potential duplicates, and Article optimization.

    • Potential gaps
    • Potential duplicates
    • Article optimization
    Note:
    This feature works only if the Now Assist Skill is enabled for your role. See Configure skills with custom prompts for knowledge article templates.

    Requires Attention

    This feature highlights items that need immediate review or action to maintain content accuracy and compliance. Following are the filters of this feature:

    • Articles Expiring in 90 Days: Review and update articles scheduled to expire soon to promote relevance and accuracy.
    • My Flagged Items: Address flagged content for corrections or improvements.
    • My Feedback Tasks: Resolve feedback requests promptly to maintain content quality.

    Quick View

    Quickly navigate to knowledge bases and view articles filtered by criteria such as most viewed, most useful, and featured.

    Knowledge Features

    The Knowledge features section offers a comprehensive guide to various knowledge management workflows and supporting processes. It enables you to explore features that help maintain a robust and efficient knowledge base.

    Actions

    The Actions Panel helps you organize knowledge effectively by creating articles, adding reusable content blocks, and managing ownership groups.

    • Create an Article: Use a template to share detailed information and troubleshooting steps.
    • Add Knowledge Blocks: Knowledge blocks are reusable pieces of content secured by user criteria. Add them to knowledge articles to maintain consistency and reduce duplication.
    • Manage Groups: Control ownership by editing existing groups or creating one so that the group users have access and responsibility.

    For more information, see the following links: