When you open and view a knowledge base item, you might have additional options for interacting with that item.
See Viewing an item in the knowledge base.
All the options except Add New Entry are available on the drop-down list that appears when you click the Actions symbol (orange lightning) for an item.
Your permissions determine the options that are available to you. For example, typical actions are to view the item's history, print it, or export it.
Table: Options for working with a knowledge base item
Lets you comment on the knowledge base item.
Add New Entry
Lets you add an entry to the knowledge base item. For example, a knowledge base article can consist of several entries.
Lets you delete the selected entry.
Lets you edit the entries of a knowledge base item.
FAQ items do not contain additional entries.
Lets you save the knowledge base item to a file.
Lets you specify one or more email addresses to send the entry to.
Lets you print the knowledge base item.
Displays five stars and lets you rate the item by selecting one of the stars.
The first star is the lowest rating, and the last star is the highest rating.
Displays the events that have occurred for the knowledge base item. For example, the list includes the additions and edits that were made to the item.
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This will clear the history and restart the chat.