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<ul>
 <li style="box-sizing:border-box;list-style:inherit;color:rgb(0, 0, 0);font-size:14px;font-style:normal;font-weight:400;letter-spacing:normal;orphans:2;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;background-color:rgb(255, 255, 255);text-decoration-style:initial;text-decoration-color:initial;">Turn citizen questions, issues, feedback and internal procedures into knowledge articles, so other service representatives can benefit from them. Add images and videos to your articles to explain things better and render articles more engaging.</li>
 <li style="box-sizing:border-box;list-style:inherit;color:rgb(0, 0, 0);font-size:14px;font-style:normal;font-weight:400;letter-spacing:normal;orphans:2;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;background-color:rgb(255, 255, 255);text-decoration-style:initial;text-decoration-color:initial;">Create rich and well-formatted content for knowledge articles using the new rich text editor. The editor brings common word processor features like advanced styling, linking, find and replace, and insert images and tables.</li>
 <li style="box-sizing:border-box;list-style:inherit;color:rgb(0, 0, 0);font-size:14px;font-style:normal;font-weight:400;letter-spacing:normal;orphans:2;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;background-color:rgb(255, 255, 255);text-decoration-style:initial;text-decoration-color:initial;">Mark an article for review or directly assign it to a specific person or queue. When you mark an article for review, it starts appearing in the knowledge manager’s dashboard. The knowledge manager can then assign the article to specific team members or a queue for review.</li>
 <li style="box-sizing:border-box;list-style:inherit;color:rgb(0, 0, 0);font-size:14px;font-style:normal;font-weight:400;letter-spacing:normal;orphans:2;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;background-color:rgb(255, 255, 255);text-decoration-style:initial;text-decoration-color:initial;">Approve articles.</li>
 <li style="box-sizing:border-box;list-style:inherit;color:rgb(0, 0, 0);font-size:14px;font-style:normal;font-weight:400;letter-spacing:normal;orphans:2;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;background-color:rgb(255, 255, 255);text-decoration-style:initial;text-decoration-color:initial;">Restrict updates to a<span style="box-sizing:border-box;"> </span><span style="box-sizing:border-box;font-style:italic;">Published<span style="box-sizing:border-box;"> </span></span>article to only staff who have the<span style="box-sizing:border-box;"> </span><span style="box-sizing:border-box;font-style:italic;">Publish</span><span style="box-sizing:border-box;"> </span>privilege.</li>
 <li style="box-sizing:border-box;list-style:inherit;color:rgb(0, 0, 0);font-size:14px;font-style:normal;font-weight:400;letter-spacing:normal;orphans:2;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;background-color:rgb(255, 255, 255);text-decoration-style:initial;text-decoration-color:initial;">Associate articles that have related content.</li>
 <li style="box-sizing:border-box;list-style:inherit;color:rgb(0, 0, 0);font-size:14px;font-style:normal;font-weight:400;letter-spacing:normal;orphans:2;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;background-color:rgb(255, 255, 255);text-decoration-style:initial;text-decoration-color:initial;">Create major and minor versions of a knowledge article and keep articles up to date with the latest information while keeping track of changes throughout the lifecycle of the creation process. </li>
 <li style="box-sizing:border-box;list-style:inherit;color:rgb(0, 0, 0);font-size:14px;font-style:normal;font-weight:400;letter-spacing:normal;orphans:2;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;background-color:rgb(255, 255, 255);text-decoration-style:initial;text-decoration-color:initial;">
 <p style="box-sizing:border-box;">Update article title, content, keywords (used in searches), and description to reflect any changes to procedures.</p>
 </li>
 <li style="box-sizing:border-box;list-style:inherit;color:rgb(0, 0, 0);font-size:14px;font-style:normal;font-weight:400;letter-spacing:normal;orphans:2;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;background-color:rgb(255, 255, 255);text-decoration-style:initial;text-decoration-color:initial;">
 <p style="box-sizing:border-box;">Publish your new version immediately, schedule it to be published at a future date, or leave it as a draft to manually publish later. </p>
 </li>
 <li style="box-sizing:border-box;list-style:inherit;color:rgb(0, 0, 0);font-size:14px;font-style:normal;font-weight:400;letter-spacing:normal;orphans:2;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;background-color:rgb(255, 255, 255);text-decoration-style:initial;text-decoration-color:initial;">
 <p style="box-sizing:border-box;">Archive unwanted articles. (Deleted articles cannot be recovered)</p>
 </li>
 <li style="box-sizing:border-box;list-style:inherit;color:rgb(0, 0, 0);font-size:14px;font-style:normal;font-weight:400;letter-spacing:normal;orphans:2;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;background-color:rgb(255, 255, 255);text-decoration-style:initial;text-decoration-color:initial;">
 <p style="box-sizing:border-box;">View Knowledge articles from various records and views in the system.</p>
 </li>
 <li style="box-sizing:border-box;list-style:inherit;color:rgb(0, 0, 0);font-size:14px;font-style:normal;font-weight:400;letter-spacing:normal;orphans:2;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;background-color:rgb(255, 255, 255);text-decoration-style:initial;text-decoration-color:initial;">
 <p style="box-sizing:border-box;">Send an article via email to a contact. </p>
 </li>
</ul>
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