Manage Support Articles
Search and maintain approved troubleshooting answers.
Before you start
- •Sign in to the Hub with access to this workspace.
You will finish with
- •You can explain what Manage Support Articles is for and choose the correct next action.
Safety and data checks
- • Customer-facing troubleshooting must not instruct unsafe electrical work, bypass policy, or unsupported procedures.
Complete the task
- 1Navigate
Open Manage Support Articles
Use the Hub navigation to open Manage Support Articles. Do not begin from a bookmarked record until you can identify this workspace in the normal menu.
Expected resultManage Support Articles is open and its page heading is visible.
- 2Review
Understand what belongs here
Support Articles provide problem-and-solution guidance to the Support bot, Email Monitor, technicians, and office staff. Use this distinction to avoid creating the same work in a neighbouring workspace.
- 3Verify
Read the current state first
Search the customer symptom, panel wording, product, and common alternative terms before adding an article. Read the customer, owner, date, and status before opening or changing a record.
- 4Review
Choose the correct action
Open the best match to verify the problem, solution, keywords, approval state, and source before editing. Open the specific record and confirm its history before saving, sending, assigning, or completing anything.
- 5Verify
Confirm the safe stopping point
Customer-facing troubleshooting must not instruct unsafe electrical work, bypass policy, or unsupported procedures. This orientation ends before any irreversible or customer-facing submission.
Customer-facing troubleshooting must not instruct unsafe electrical work, bypass policy, or unsupported procedures.Expected resultYou know what must be verified before the final action.
If something does not look right
The page or action is not visible.
Confirm your role and Navigation & Access settings, then ask a Super Admin if the feature is disabled.