Sometimes, you need a place to leave notes for other authors (or yourself) that isn't the Version Notes field. This might include notes on who the subject matter expert is, or that if you update this article, you should also update another article, or some type of quality control note (such as Article Confidence levels if you use KCS).
This type of note is exactly what we designed the Internal Note field for.
Internal notes:
- Are notes you want front-and-center when you or other content creators are editing a given article or category.
- Are displayed only in app.knowledgeowl.com, not to your readers.
- Accept very simple HTML markup, so you can include hyperlinks and lists.
- Will be displayed at the top of ALL versions of the article.
- Are available in the Manage Articles CSV export.
- If used in a template article, will be copied to new articles created from that template.
- If in an existing article, will be copied when a new article is created from that existing article.
Add an internal note
Authors with the default Editor or Writer role can add internal notes. If you're using a custom role, you'll need to have the Internal notes custom author role permission to Create new internal notes.
Authors who don't have permissions to create, edit, or delete internal notes will still be able to see internal notes created by other authors who do.
To add an internal note:
- Select the Add Internal Note link to the right of the title:
Select Add Internal Note - Add the HTML you want to use for your note. If you're just putting in regular sentences, you don't need to add HTML, but you can use it for formatting lists, hyperlinks, and so on.
- Select the style you want to use for your note from the dropdown; we default to Alert Info. Here, we've added a one-line note and selected the Alert Warning style.
Sample Create Internal Note pop-up. Click Create Note to add it. - Select Create Note.
- This creates the note and displays it using the style you selected between the title and the editor. You do not need to resave the article itself for the note to be saved.
Sample Internal Note from the configuration used above
Edit an internal note
Authors with the default Editor or Writer role can edit internal notes. If you're using a custom role, you'll need to have the Internal Notes Permission to Edit internal notes.
Authors who don't have permissions to create, edit, or delete internal notes will still be able to see internal notes created by other authors who do.
Once an internal note exists, you can edit it to make updates. To do so:
- Select the Edit Note link that appears just above the note:
Click the Edit Note link - Edit the HTML or change the style as you'd like. Once you're done making changes, select Edit Note to save your changes. Here, we've added a more complex note with a list:
Sample edited internal note HTML. Click Edit Note to save the edit. - The note updates immediately based on the changes you made. You do not need to resave the article or category itself for the note to be saved.
Sample Internal Note displayed based on the HTML in the previous step
Remove an internal note
Authors with the default Editor or Writer role can remove internal notes. If you're using a custom role, you'll need to have the Internal Notes Permission to Remove internal notes.
Authors who don't have permissions to create, edit, or delete internal notes will still be able to see internal notes created by other authors who do.
To delete an internal note completely:
- Select the Remove Note link that appears just above the note:
Click the Remove Note link - A confirmation window will pop-up to be sure you want to delete the note. Select OK to delete the note.
Click OK to delete the note - The note is deleted immediately; you do not need to resave the article or category for the deletion to complete.
What HTML is supported in internal notes?
We've kept these notes pretty lean. They will support HTML:
- Paragraph
<p> - Numbered list
<ol> - Bulleted list
<ul> - List items
<li> - Hyperlinks
<a href="www.mylink.com">Link text</a> - Bold text
<b> or <strong> - Italics
<i> - Paragraph breaks
<br> - Headers, e.g.
<h1>