Adding Notes to KB Records

Definition

A note is a comment that is added to a Knowledge Base record for internal support purposes and is not visible to customers.

Usage

Notes are used when there is a need to add an internal memo or note that is invisible to the customer. This may be useful when, for example, different support team members want to record their opinions on a new idea that was proposed by a customer, and these technical comments should not be disclosed to the customer.

Notes can be added to individual Knowledge Base records only.

Procedure

Open the Knowledge Base details view page and click the Note button. In the Note Article text entry field, enter the text of an internal memo.

To spell check the text of the note, click the Spell Check button.

To save your note, click the Submit button.

Notes:

If comments are disabled for the Knowledge Base record (the value of the Comments field is set to ‘None’), you will not be able to add an internal note to the record. To allow adding of notes, make sure that the Comments field contains the ‘Closed’ or ‘Open’ value.

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