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Unified Catalog
Add Knowledge Articles to a Service Process

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Add Knowledge Articles to a Service Process

Add existing knowledge articles to a service process so that requestors can review relevant information during request intake before submitting a service catalog request.

Required Editions

Unified Catalog Editions and Permissions.
User Permissions Needed
To add knowledge articles to a service process:

Knowledge User license

AND

Unified Catalog Admin

Before adding articles, enable Lightning Knowledge.

Knowledge articles associated with a service process appear during request intake. Requestors can review the suggested information before submitting a service catalog request.

  1. From the Service Processes tab, open the service process to which you want to add knowledge articles.
  2. On the Knowledge Articles tab, click Add Knowledge Articles.
  3. On the Select Knowledge Articles page, select one or more articles.
  4. Click Continue.
  5. To modify an associated article, click Open Editor for the article, make your changes, and save the Knowledge Article page.

The selected knowledge articles are associated with the service process and available to requestors during request intake.

 
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