Adding to an Existing Q&A

1. Click on Knowledge Mgmt in the navigation pane on the left of your console 

2. Click on Manage Q&A in the navigation pane on the left of your console 

3. Find the specific dialogue you would like to Edit

4. Click on the icon that looks like a pencil, too open the Text Editor and make changes.

5. Edit the current response if necessary

NOTE: End your response with something to let a user know that a ticket creation is
required and we need more details i.e. “This will require follow up with the creation
of a ticket.”

6. Click on Metadata Management

7. Under Task, click on Select A Task

8. Choose your Task from the dropdown menu

9. Click Update