--- title: "Knowledge Base" slug: "articles" description: "SysAid's Knowledge Base or Articles page enables you to build your end-users a useful guideline to help them find solutions and solve them independently without having to contact the help desk team." tags: ["SysAid Classic", "SysAid Spaces", "SysAid Copilot"] updated: 2026-10-24T14:51:43Z published: 2026-10-24T14:51:43Z canonical: "documentation.sysaid.com/articles" --- > ## Documentation Index > Fetch the complete documentation index at: https://documentation.sysaid.com/llms.txt > Use this file to discover all available pages before exploring further. # Knowledge Base The SysAid Knowledge Base allows you to build a central repository of information that's useful for administrators and end users in finding shared solutions to common problems. Moreover, it enables end users to be independent and find solutions to their problems without having to contact the help desk team. To open the Knowledge Base, click **Knowledge Base** in the main navigation menu. **Available for:** Customers using SysAid Spaces. If you're using SysAid Classic, see [Knowledge Base](https://documentation.sysaid.com/classic/docs/articles). Note that the end-user Knowledge Base is called the **FAQ**. **Using the Knowledge Base** [Embedded content](https://player.vimeo.com/video/800242613) #### Finding a Knowledge Base article To find a Knowledge Base (KB) article: - Use the **Search Keyword** box. Enter a keyword or phrase and SysAid searches the tags, titles, and content for KB articles that correspond with the keyword(s) you entered. When you start typing a word, SysAid prompts you with helpful suggestions based on your predefined tags list (for more information, see [Add tags](/docs/articles#add-tags) below). - Click **All** in the **Categories** tree to display all your KB articles in the **Articles** column, sorted according to your specification (see [Sorting](/docs/articles#sorting)). - Explore by category in the **Categories** tree. You can expand categories to see their sub-categories. The small numbers that appear next to the category names indicate the number of articles in your Knowledge Base for the specified category or sub-category. #### Sorting The **Articles** column displays the titles of all the articles from a specified category. You can sort the articles that appear in this list with the sort icon next to the search box. Sorting allows you to choose only the articles that: - Are most viewed - Have been updated most recently - Have received the largest amount of positive votes When you've located the desired KB article, click the title to view it (see [Viewing](/docs/articles#viewing)). #### Viewing SysAid displays Knowledge Base articles directly in the viewing pane, next to the **Articles** column. Each article shows its title, author, and last update, followed by the question and the answer. The Views counter next to the article details displays the number of views the article has received. The KB action buttons appear above the article. For details, see [Action buttons](/docs/articles#action-buttons) below. At the bottom of the article, you can vote for the article (see [Voting for articles](/docs/articles#voting-for-articles)), and see whether it's published to end users, when it expires, and its **Related Items** and **History**. #### Create a new Knowledge Base article To create a new Knowledge Base (KB) article: 1. Click **Create new article**. The **New article** form opens. Fields marked with an asterisk (*) are mandatory. 2. Choose a **Main Category**, **Sub Category**, and **Third Level Category**. Choosing the proper categories makes it easier for end users and administrators to find the article when they need it. 3. (Optional) Change **Expires** if you would like the KB article to expire. By default, articles never expire. An expired article does not appear in the Self-Service Portal. 4. (Optional) In **Tags**, enter keywords to help identify the article. For more information, see [Add tags](/docs/articles#add-tags) below. 5. Select **Publish In The Self-Service Portal** if you want to make the article visible to end users. KB articles are always visible to administrators. 6. Enter an appropriate **Article Title**. The title is a searchable field. 7. Enter the **Question** for the KB article. The question is a searchable field, so choose words that help end users and administrators locate this article when they need it. 8. Enter the **Answer** to the article's question. The answer is also a searchable field. 9. (Optional) Click **Add attachment** to add any relevant files. End users and administrators can download the attachments as needed. 10. Click **Publish**. Your new article is automatically added to your Knowledge Base. #### Action buttons There are several actions that you can perform with the buttons above the article in the viewing pane. **Edit** Edit the selected KB article. For more information, see [Edit a Knowledge Base article](/docs/articles#edit-a-knowledge-base-article). **Share** Send an email to an end user or admin that includes a link to the selected KB article. **Print** Open a print preview from which you can print the Knowledge Base article. **Delete** Delete the selected KB article. #### Edit a Knowledge Base article To edit a KB article: 1. Open the article and click **Edit** above it. The **Edit article** form opens with the same fields as the **New article** form. For more information on each of the fields, see [Create a new Knowledge Base article](/docs/articles#create-a-new-knowledge-base-article). 2. Click **Save** to apply your changes and close the form. #### Add tags Tags are the keywords that help end users and administrators find articles using the search box. In the search results, articles that contain the tagged words appear at the top of the list, followed by articles that contain the searched word(s) in the title or content of the article. Adding tags to your articles makes it easier for users to find the articles they need. To add tags to an article: 1. Open the article and click **Edit**. 2. In the **Tags** field, start typing a word. Select a suggested tag, or finish typing a new tag and press **Enter**. 3. Click **Save**. #### Embedding pictures into a Knowledge Base article You can embed images in the **Question** or **Answer** fields of a KB article using the image button in the editor toolbar. #### Voting for articles At the bottom of each article is the **Was this helpful?** section. Here, end users and admins can vote positively or negatively for the article by clicking **Like** or **Dislike**. You can then find the articles that have the highest positive ratings by sorting them by votes (see [Sorting](/docs/articles#sorting)).