In order to make it easier to locate and search for individual solutions, you can add tags when
you create new solution articles. You can also keep adding new tags to existing solutions.

Here’s how:


  1. Click on the Solutions tab and click on the folder that contains the solution you wish to
    Tag.

  2. Click on the solution and click the Edit button.

  3. Add the necessary tags and click Update.


You can also edit the visibility of (i.e decide who gets to view) folders. There are four visibility
options available for folders: Visible to all, visible to logged in users, visible to agents and visible
to departments. Here’s how you edit the visibility of a folder.


  1. Click on the Solutions tab and click on the folder whose visibility you wish to alter.

  2. Click on the Edit button and select the desired visibility option from the drop down box.

  3. Click Update to save your changes.