IT Knowledge Base - Navigating Articles and Search

1. To view the KU IT Central Knowledge Base, navigate to: https://services.ku.edu/TDClient/812/Portal/KB/.

   • The knowledge base is organized into categories and what subjects included in each category are included in its description.

   • If you wish to search for a specific subject or article, instead of browsing an entire category, refer to the "Search" section below.

2. Click the name of a category to see what subjects and articles are included within it.

3. A listing of a category's articles will display. Articles are organized first by their subject, then by a description of what the article covers.

   • If you want to see a collection of articles on the same subject, simply scroll in the list to where their subject is listed alphabetically.

1. To view the contents of a knowledge article, click its title.

   • You can also see a brief description of what the article contains beneath its title while on the category page.

2. Each article is formatted in the same way, and contains:

   1. The article's title.

   2. Tags - can be clicked to view articles with the same tag.

      • Can also be used to search articles with the same tag during a search, for more information, see step 3 in the "Search" section below.

   3. Summary - offers an overview of what the article will cover.

   4. Reference Items and Prerequisites - a list any items that are needed to complete the steps in the article and/or links to related articles, vendor documentation, or web/server resources.

   5. Headings and body text - the primary place for information within an article.

      • Headings are often formatted as expandable menus and can be expanded or collapsed by clicking them.

   6. Article Changelog - track edits and changes within an article.

      • See step 4 below for more information.

3. Click an expandable heading to view the information within it, then click it again to collapse it.

   • Expandable headings may contain text and/or one or more additional expandable sub-headings.

   • Only headings may contain further expandable sub-headings, there will never be more than one level of nesting beneath an expandable heading.

4. The end of the article is followed by a line break and an expandable Article Changelog.

   • Article changelogs include details about important changes to a document, such as: removing an entire topic from the document, updating the document's images to reflect the latest version of an application, etc.

1. Click in the search box in the top right of the screen to search for articles and subjects within the knowledge base.

2. By default, search will include all parts of the client portal, including the service catalog, which are not knowledge articles. If you would like to refine your search to only the knowledge base, click the dropdown menu next to the search bar and select: Knowledge Base before completing your search.

3. You can also search for tags by entering: #[keyword] into the search bar, and your results will be all articles that have been tagged with that keyword.

   • Example: searching for #email will return all articles tagged with that keyword, which are those detailing how to use and manage email.

4. For a more targeted search, additional options are available by clicking: Search in the top-bar, and you can specify specific search criteria, such as an article's: category, then click: Search to display a list of results.

KU's chatbot, Jay Bot, is available to answer questions and help connect you with our IT Help Desk by clicking the blue and white chat bubbles in the bottom-right of the knowledge base. For more information on interacting with Jay Bot, see article: Jay Bot - Using the KU Chatbot.