Note - Articles can either be saved as a or directly be saved as a or directly be saved as a or directly

Published articles will be visible in the Self-Service Portal and also appear in search results.

• Draft articles are visible
• only to agents, and will
•  appear only in search results for agents.

A published article can be edited and saved as draft which retains the published version on the portal while having an additional draft version for agents to edit. This is useful when you need to update articles, without taking them down from your portal.

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Important - Articles can either be saved as a or directly be saved as a or directly be saved as a or directly