The knowledge base articles in the KB folder can be published to your website so that end-users and customers experiencing technical challenges can self-service the answer to their problem by accessing the web-based knowledge base. The web-based knowledge base is a subcomponent of Customer Web Service (CWS) website and hence no explicit configuration is necessary.

To generate/update the web knowledge base, just open the web access setting dialog (SupportCalls menu > Settings > Web Access) and perform the following steps:

Step 1: Check the option 'Update knowledge base data XML files' available under the Customer Web Service (CWS) section.

Step 2: Update the metadata XML files for Customer Web Service (CWS)

Once on the Knowledge Base web interface, end-users may click through the tiered problem categories and types to find the self-service answers they are looking for. Self-Service articles may also be searched via keywords.