Remedy -

In , select Create New > Knowledge Article from the main navigation menu.

Once complete, move the status to or Publish Approval . remedy

: Choose the appropriate template (e.g., How To , KCS , Reference , or Problem/Solution ). Note that Decision Tree articles generally cannot be created or edited directly in Smart IT and must be handled in the Mid-Tier. Enter Core Details : Title : Enter a clear, searchable title. In , select Create New > Knowledge Article

: After necessary approvals, the status will move to Published . You may need to click the refresh icon in the Mid-Tier UI for the status change to reflect immediately. Note that Decision Tree articles generally cannot be

Add relevant and categorizations to make the article easier for agents to find during incident resolution. Submit for Review : Set the status to Draft initially while you work.

Assign the to control who can see the article (e.g., Internal vs. External/Customer-facing).

: Use the rich text editor to enter your solution. You can add images by pasting them directly or use the video icon to embed YouTube links . Manage Metadata :