Editing a canned response or knowledge article

Edit a Canned response

• Click on Canned Responses.
• Click on the correct folder under 'Folder' list on the left hand side panel.
• All canned responses in the folder will then be displayed on the right.
• Locate the canned response you would like to Edit.

• Edit the canned response.
• Click on Save once completed. 

Edit a Knowledge article

• Click on the 'Solutions' icon from the left hand main menu bar.
• Click on the Funnel filter icon next to 'Knowledge Base'.

• A drop down list will appear.
• Choose the correct Portal.

• A folder list will appear.  Navigate to the folder and knowledge article you wish to edit.

• Click on the knowledge article and it will open up for editing. 

• Click on Edit on the top right hand corner.
• Edit the article as required.
• Once complete, click on Save and then Publish.