From the menu at the top of the page, click the Create drop-down menu.
Select Knowledge Center Item by clicking on it.
The New Knowledge Center Item page will be displayed. The page consists of the fields to create a new document type along with a blank word/html WYSIWYG editor in which you can type in or copy paste the content for the knowledge center that you are creating. Select a category to add the item to from the categories tree on the left side of the screen.
In the Document Type field: select the type of document being created from the drop down list of available document types.
In the Title Field: Type in a title for the new knowledge center item.
In Ticket Number: Type in the ticket number of the ticket describing the problem that this knowledge center item is addressing.
Select the Private checkbox to make the item available to only yourself. When you select the checkbox, this item will not be displayed to other users while browsing the knowledge center.
The next step is to add the content for the item in the blank editor.
Content can be either typed or pasted from another source using the Copy/Paste feature.
Content can be in text format or in HTML code.
The entered content can be formatted using
the format toolbar displayed in the top section of the editor when you
click on the 
icon at the top left hand corner of the editor.
The formatting toolbar which is hidden by default will be displayed when
you click on this icon. The format options are the same as the MS Word
format options and work in the same way.
Click the 
icon on the formatting
toolbar to always display the toolbar with the editor.
Click the 
icon to close the
formatting toolbar
Below the toolbar, you will find three button which will help you choose the type of editor you want to work with while entering the content for the article.
Click the 
button to view the
editor in design mode. This is the default mode that the editor is set
to. When this mode is selected, you can type in or paste content in plain
English and the system will generate the HTML code for the content.
Click the 
button to view the
editor in HTML format. Whatever you enter in this format will have to
be in HTML code. You will need to know HTML programming in order to use
this mode.
Click the 
button to preview
the content after entering or formatting it.
The Word Count field next to these three buttons displays the number of words in the item.
The next section displays an XHTML editor. This section helps validate the XML generated from the content and displays a report below. Select the Expand Report Pane checkbox to view an expanded version of the Report Pane displayed below.
In the Select DocType field: Select the XHTML doctype that will be used for the item from the drop-down list of available doc types. Click the Validate XHTML button to validate the XHTML. A report will be displayed in the report pane below.
In the File Attachments section: You can upload any files relating to the contact in this section. Just click on the Select button for field in the box displayed to the right of the page to browse to the location on your computer where the file is stored and select it. Once you select the file for upload, select the checkbox corresponding to that field to indicate that file needs to be uploaded. To add more fields for upload, click on the Add button. To delete an upload field, click on the Delete button.
Click the Save button at the bottom of the field to the right to save the Knowledge Center item in the selected category. The Item will be saved but will not be displayed unless it is approved.