Creating a Folder for Service Catalog Knowledge-Base Articles
Service Manager 2012 includes the capability to store organization-specific knowledge articles, which can be presented to the end user when creating new requests. Although this step is optional, including knowledge articles as part of the service catalog is a best practice that supports standardization and can decrease repetitive service desk calls for well-known information.
To create the knowledge-base article folder and an initial knowledge article, complete the following steps:
1. Launch the Service Manager console.
2. Select the Library space.
3. Select the Knowledge folder.
4. In the Tasks pane, click the Create Folder link.
5. In the Create New Folder window, enter a name for ...
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