ADMIN: Activating and configuring Knowledge Base and Documentation
Activation
NOTE This feature is not included with an Essentials Autotask contract. Please contact your Kaseya Account Manager.
BEFORE YOU BEGIN This feature may be hidden in your Autotask instance because it is not activated. If so, you can activate it on the 
> Admin > Admin Categories > Activations page. Refer to Activations.
Activating the Knowledge Base triggers the following changes in the Autotask user interface
- A Search > Knowledge Base Articles page is added to the Home and Service Desk navigation menus.
- Knowledge Base appears as an option on the Quick Search drop-down list. The search string forwards to the Search field on the Search Knowledge Base page, and Knowledge Base executes the search.
- The Knowledge Base dropdown menu appears on the task bar of the Ticket page.
- The Knowledge Base link appears in the > Admin > Automation > Knowledge Base & Documentation section.
When you disable Knowledge Base, it is disabled for non-administrator users, but will remain available for administrators, and its contents will remain intact.
Activating Documentation triggers the following changes in the Autotask user interface
- A Documentation Manager page is added to the Home navigation menu.
- The Documentation link appears in the > Admin > Automation > Knowledge Base & Documentation section.
- The Documentation Manager button appears on both the Organization Your Autotask instance may be configured to use one of the following terms instead: Account, Business Unit, Client Company, Customer, Site. and Organization Dashboard pages.
Knowledge Base configuration tasks
To set up your own knowledge base in Autotask, do the following:
- Enable Knowledge Base. Refer to Activations.
- Grant or remove permission for users to add, edit, delete and approve knowledge base articles. Refer to Knowledge Base and Documents security settings.
- Create up to 4 levels of customized article categories and sub-categories. Refer to Knowledge Base administration.
- Grant or remove permission for customer contacts to view articles published to the Client Portal. Refer to Show Knowledge Base.
Documentation Management configuration tasks
To set up your own documentation manager in Autotask, do the following:
- Enable Documentation. Refer to Activations.
- Grant or remove permission for users to add, edit, delete and approve documents. Refer to Knowledge Base and Documents security settings.
- Create up to 4 levels of customized document categories and sub-categories. Refer to Documentation Management administration.
- Grant or remove permission for customer contacts to view documents published to the Client Portal. Refer to Show Documentation.
