@@ -101,6 +101,8 @@ A list of available training can be found in [Knowledge Base Training Resources]
Starting February 2, 2025 we will use a [Sync Repo](https://gitlab.com/gitlab-com/support/articles) to create, modify, and publish knowledge base articles.
Want to see how to create a knowledge article in the Sync repo? Check out our [LevelUp video](https://levelup.edcast.com/insights/creating-an-knowledge-article-in-the-sync-repo-mp)
**Here's what you need to know**
- We are still aligned with Zendesk. THe sync repo will 'sync' knowledge articles iwth Zendesk to present to customers.
@@ -126,10 +128,12 @@ The following process is creating a knowledge article using a WebIDE and Knowled
3. Drop down the arrow next to the Knowledge Articles (Right side) and choose the Templates folder.
4. Drop the arrow next to the Templates folder and choose one (Breakfix, FAQ, How-To, Process).
5. COPY the entire File Information
6. Go to one of the SECTIONS under Knowledge Articles (Administrative, CI_CD Pipeline, Errors, how To, Kubernetes, Licensing and subscription, Migrations, Other articles, performance, Security, Upgrades, Troubleshooting)
6. Go to one of the SECTIONS under Knowledge Articles (Administrative, CI_CD Pipeline, Errors, how To, Kubernetes, Licensing and subscription, Migrations, Other articles, performance, Security, Upgrades, Troubleshooting) . If you do not see a section that needs to be added we have a way to do that! See the Section details here: https://handbook.gitlab.com/handbook/security/customer-support-operations/zendesk/knowledge-center/sections/#current-sections-in-use
7. Right Click on the Name and choose “FILE”
8. Name the File (Your Article Title) and add .md after the title: Example - TitleOfYourKnowledgeArticle.md
9. Paste the template details you copied into the right side panel.
10. Enter the body (details) of the knowledge articles (remove or add information as needed).
11. Save, Commit and Create the Merge Request (MR)
Update the Top Metadata Fields FIRST:
@@ -144,10 +148,6 @@ Update the Top Metadata Fields FIRST:
-**Public** - is set to TRUE. This indicates the article is PUBLIC VISIBLE. If the article is to be INTERNAL ONLY set to FALSE.
-**Convert_markdown** - True - this is set to convert your article body from markdown to Zendesk language. only set to false if you want a "raw" dump of your article body. into a Zendesk article.
Enter the details of the article
Save and commit - Create the MR
**Note**: The Workflow will then be started - MR Created, Approvers will validate (review), article will be approved and added to the Sync Repo and then visible on our Knowledge base.
