The Knowledge Base Submission Process

Have an idea for a KB article? This article will show you how to submit one in order to have it created as a knowledge base.

Here's an interactive tutorial


1. The first step is to click Service when you have an idea for a Knowledge base.

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2. Click Tickets

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3. Click Create ticket

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4. Type the Ticket name

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5. Ensure that the Pipeline is Rent Bridge Academy. If it's not, change it.

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6. Click Category

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7. Click an appropriate category. For now, click Other issue not listed

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8. Click Priority

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9. Choose the appropriate priority for this Knowledge Base article.

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10. Scroll down and click Create

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11. Click Article Ideas

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12. Once you're ready to begin working on this article, change the status to Articles in Progress. Click Articles in Progress

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13. Click the KB Article Checklist

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14. Complete these three tasks within the checklist before moving to step 02.

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15. Your first step is to enter a description of the Article in a note and pin it.

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16. Click Note

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17. Type a brief description of your idea for the article.

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18. Click Save note

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19. Click the checklist

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20. Click the first box to complete it

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21. Click Save

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22. After you have finished, or if you have already finished, creating your video or other content for the Knowledge base, click the link button in order to insert it.

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23. Type/Paste the video URL

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24. Click Apply

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25. Click Save

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26. Click the Checklist again

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27. Click the box for the second step

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28. Click Save

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29. Click the checklist

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30. The priority for your ticket should have been updated when you created it, but if you haven't, update the priority and check off this box.

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31. Click Save

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32. Click the access drop down

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33. Select whether you want this Knowledge Base to be Private or Public facing. For now, click Private

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34. Click Save

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35. Click  Reassign Ticket to Trainer

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36. Click Yes if it's ready to be assigned to the trainer

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37. Click Save, this will automatically reassign the ticket and create a task for the trainer

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38. Click About this ticket

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39. Verify that the ticket was reassigned.

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40. When the trainer has finished with these steps, they will reassign the ticket to the original owner (you). You will get a task to review it.

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41. Click on the link and verify that the Knowledge Base article is complete and ready for publishing.

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42. After verifying that it's ready, click Published KBA?

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43. If the article is ready, Select Yes. If it's not, select needs additional revisions and it will be reassigned to the trainer.

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44. Click Save

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45. The process is complete on your end once you have reached this point.

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