Article Viewer
This screen is where an agent can view the content of an article, follow links to related articles and see comments logged against it. Editing the actual content of the article can be done in the Article Editor.
The Article Viewer is displayed whenever an article is selected on the View KB screen.
(Infinity v4.4)
(Infinity v4.5)
The main part of the screen is devoted to the article text itself. Clicking a link (with blue, underlined text) navigates you to another article.
The other parts of the screen are the following:
Rating
You can rate the article as ‘Useful’ or ‘Not Useful’ by clicking the appropriate button at the top-right of the screen.
(Infinity v4.4)
(Infinity v4.5)
Important: Please take care that you rate the article accurately as this will affect how much other agents trust the information in it.
Article dates
You can also view the Date Added, Last Modified and Valid Until for the article.
Comments (tab)
Comments left by other agents can be viewed in the Comments tab at the bottom of the screen. You can also add a comment of your own, if you like, but you should aim to keep the comment useful and avoid abusive or profane language.
The following actions are available through the tab's toolbar:
| Icon [v4.4] |
Icon [v4.5] |
Description |
|---|---|---|
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Updates the list of comments |
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Add a new comment by providing its text. Click the Save button (in v4.4) or the
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icon (in v4.5) to commit it.
Activity (tab)
On the 'Activity' tab, you can view the activity related to this specific article.
Counts
The number of Viewed, Most Useful and Least Useful counts.