The Knowledge Base is a self-service, self-help collection of articles on a variety of IT topics. You can find general information, as well as guidance on using specific services and applications.

Most articles on the Knowledge Base are public and users can view them without a university account!

Locating Knowledge Base

To access and browse the entire Knowledge Base, you need to access the IT Client Portal - a self-service portal that contains your tickets, a service catalog, and hundreds of articles.

1. Go to https://techsupport.sacredheart.edu/TDClient.
2. Select the Knowledge Base tab in the top bar. 
3. The Knowledge Base landing page will open. 
4. On this page, you can do the following:
   1. Click My Favorites in the sub-menu to see the articles you have marked as Favorite.
   2. Browse the articles by category and subcategory (this is the same structure as the Service Catalog).
   3. Browse the Popular Articles or the Recent Articles.
   4. Browse by the Popular Tags.

Locating Specific Articles

If you are unsure where an article is or if it exists, you can use the search to search the Knowledge Base.

1. Click the three bars icon next to the search on the Home page or the globe icon next to the search at the top of the page. 
2. Select Knowledge Base.
3. Then enter search terms into the search bar, keep it short and include the keywords.
   1. The search checks the article name, tags, short description, and body to match your search terms.
4. Suggestions will pop up as you type. You can select the matching suggestion or press Enter to run the full search. 
5. A new page will open with the search results. 
6. Browse and select the applicable article.

Viewing the Knowledge Base Article

Once you have located the desired article, it will open on a separate page. 

What can you do with the article?

• Follow the "breadcrumbs" to the category where the article is located to explore other articles. 
• Subscribe to the article to get notified about updates (good for articles that are often updated). 
• Share the article with others such as your colleagues, students, or other interested parties. 
• Add the article to your favorites - this is great for when you refer to a specific article all the time. It can then be found in the My Favorites submenu. 
• Print articles to post it on a board or distribute a physical copy. 
• View Related Articles.
• View Related Services (if applicable).
• Rate the article as helpful or not, then leave Comments. 

Note: you might need to sign in for actions other than reading the article.