Knowledge Center Help

What is the Knowledge Center?

The Knowledge Center is a repository of information for computing help, policies and procedures.  Information in the knowledge base is stored in searchable "articles" which can easily be printed, sent via e-mail and bookmarked in your browser.

The knowledge base will supplement the Office of Technology Services Web site (http://www.towson.edu/ots) and support services (e.g., Help Center, Training).

Searching for Articles

Searching for computing articles can be done quickly and easily. 

Click on the New Search link on the navigation bar to begin a search.

Searching can be done in two modes.  Click on the Basic Search or Advanced Search button to switch between the two modes:

  • Basic Search
    Searching articles using standard criteria, either by keyword or article number.

  • Advanced Search
    Searching articles on criteria more specific than by keyword or article number (see below).

There are three different types of searches that can be performed:

  • By Keyword
    The system will search the full text (or titles only, if the option is selected) for a set of keywords or a phrase, or it will attempt to answer a question.  The keyword search types are:

    • Any of the Keywords
      Returns articles with at least occurrence of at least one of the words supplied.  (Uppercase and lowercase do not matter.)

    • All of the Keywords 
      Returns articles with at least one occurrence of each keyword supplied.  (Uppercase and lowercase do not matter.)

    • Exact Phrase
      Returns articles with the exact phrase entered.  (Uppercase and lowercase do matter.)

    • Ask a Question 
      Returns articles which appear to have relevant information to the question supplied.

  • By Article Number
    The system will display the article which is listed under the number you supply.

  • Do Not Limit By Keyword Nor Article Number (only available in Advanced Search)
    This option allows for advanced searching using specific criteria which don’t include keywords or an article number.

Once you’ve entered your keyword(s) or article number, click Search to see a list of articles that meet your criteria.

Seeing Results

If your search produced results, you will see them listed.  Clicking on a title will open that article in a new window.  Listed beneath each title are the date the article was last modified and a level of technical proficiency (novice, intermediate or advanced).

Some searches (keyword searches by any keywords, all keywords and exact phrase) may also display an approximated relevance; this is an estimate of how closely the article matches the information you’re seeking.

If you received few or no results, or too many results, you can click Modify Search to alter your search criteria.  For example, if you received too many results after a keyword search for “account”, you may want to modify your search for the keywords “Tiger account”—being more specific will yield fewer yet more accurate results.

You can reset your search by clicking New Search.

Advanced Searching

There are a variety of criteria you can optionally use when searching in Advanced Search mode:

  • Sort By
    The criteria by which your article search results will be sorted.  For keyword searches, the default is by relevance.  For non-keyword searches, the default is by date of last modification.

  • Maximum Number of Articles to Return
    The maximum number of articles which will be returned on the search page.

  • Articles Pertaining To
    Limits the articles returned by audience; the audience can be Students, Faculty/Staff, Other (Alumni, etc.), or Everyone

  • Limit Search By
    The Operating Systems, Software Titles and Categories listings allow you to limit articles based on a specific affiliation with whatever entries you select.  For example, if you select Windows 2000 and Windows XP in the Operating Systems list, the results of your search will only include articles which are affiliated with Windows 2000 or Windows XP.

Printing and Sending Articles

Once you have an article open, you have the option to print the article, as well as send it via e-mail.

To print the article, click the Print Article button.  This performs the same action as clicking the Print button in your browser.

To send an article via e-mail, click the Send Article button.  Complete the following information:

  • Recipient e-mail:  The e-mail address of the person who will receive the article

  • Sender name:  Your name

  • Sender e-mail:  Your e-mail address

  • Sender comments:  Any message or notes you wish to include with the article (such as “Here is the information I was telling you about.”)

  • Whether you will send the article as a link or an HTML message.  If you send the article as a link, the e-mail will be plain-text and only include a link to the article’s Web page.  If you send the article as HTML, the article will be embedded inside the message itself, and a link will be included to the article’s Web page in case the recipient’s e-mail program does not support HTML messages.

Submitting Comments

Any comments about the Knowledge Center system can be submitted by clicking the Submit Comment link in the navigation bar.  Any comments you submit will be forwarded to the administrators of the knowledge base.

Any comments about a specific article should be submitted from the article itself.  At the bottom of every article is a small form for submitting comments.  These comments will be sent along to the knowledge base administrators as well as the author of the article. 

You may also send any comments to the OTS Help Center at helpcenter@towson.edu.