Knowledge Base Article Standards

Introduction

This article details a set of standards for articles within our KB. These standards assist us in delivering a level of consistency with the content we provide to our customers and internal staff. As a part of these standards, we ask that you write and think in a 'user voice' as you design and write knowledge base articles.

Article Standards

The following is a listing of different types of articles that you might choose to write. While most of these describe a specialized template, feel free to follow the General Information standards if your content does not fit the other content types.

Article Content Type Standards:

 

How-to Standards 

Subject   How to [what ever you are trying to do]
Body
  1. Select the drop-down for templates in the content editor.
  2. Select the How to KB Article Template.
  3. Complete the body by using the template as a guide.
  4. Add HTML Components as needed.
  5. Delete elements from the template that are not needed.
Tags How-To, Audience (Students, Faculty, Staff), Service, Application
Summary          

This article describes how to [whatever you are trying to do] in the [whatever service or application].  The target audience is at least one if not all of the following [students, faculty, staff, guest as applicable]  or [targeted group]
Example         How to Change a Ticket

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  Quick Start Guide Standards

Subject  [Whatever the article is about] Quick Start Guide
Body
  1. Select the drop-down for templates in the content editor.
  2. Select the Quick Start Template.
  3. Complete the body by using the template as a guide.
  4. Add HTML Components as needed.
  5. Delete elements from the template that are not needed.
Tags Getting-Started, Audience (Students, Faculty, Staff), Service, Application
Summary        This article will guide you through a brief set of steps to get started with [whatever the article is about].  The target audience is [students, faculty, staff, guest as applicable] or [targeted group]
Example      Skype for Business Quick Start Guide

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  FAQ Standards
Subject   [Service or Application] FAQ
Body
  1. Select the drop-down for templates in the content editor.
  2. Select the FAQ Template.
  3. Complete the body by using the template as a guide.
  4. Add HTML Components as needed.
  5. Delete elements from the template that are not needed.
Tags Frequently-Asked-Questions, Audience (Students, Faculty, Staff), Service, Application
Summary          

This article describes frequently asked questions about [whatever the article is about].  The target audience is [students, faculty, staff, guest, as applicable] or [targeted group].
Example      OneDrive FAQ

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 General Information Standards
Subject   [Name of the service/application] Information
Body
  1. Select the drop-down for templates in the content editor.
  2. Select the General KB Article Template.
  3. Complete the body by using the template as a guide.
  4. Add HTML Components as needed.
  5. Delete elements from the template that are not needed.
Tags General-Information, Audience (Students, Faculty, Staff), Service, Application
Summary          

This article will provide general information about [whatever the article is about,] The target audience is [students, faculty, staff, guest as applicable] or [targeted group]
Example      Unified Communications Audio/Video Device Information

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 Issue/Resolution Standards
Subject   [Statement of the Issue (target audience perspective)]
Body
  1. Issue- Heading 2
  2. Service/ Environment/ Application- Heading 2
  3. Cause(optional)- Heading 2
  4. Resolution- Heading 2
  5. Additional Resources- Heading 2
Tags Issue-Resolution, Audience (Students, Faculty, Staff), Service, Application
Summary  

This article will provide a resolution to the issue, [statement of issue from the target audience perspective]
Example TeamDynamix - You Do Not Have Permission To Access This Application

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 Standards for Knowledge Base Standards Article
Subject  [Name of the application/service] Standard(s)
Body
  1. Purpose– Heading 2
  2. Application- Heading 2
    • Briefly describe who must follow this standard (e.g. students, faculty, staff,  etc.) or targeted group (e.g. graduate students, adjunct faculty, etc.)- normal heading
    • Briefly describe any conditions under which this standard must be followed (e.g. "when storing data that is highly sensitive," "when using a personal device," etc.)- normal heading
  3. Exceptions- Heading 2
    • Briefly describe when an exception may be granted and how to request an exception- normal heading
  4. Standards- Heading 2
    • Briefly list or describe the standards. An additional table or area for content may be added below for standards that require more than a brief explanation.
Tags Standards, Audience (Students, Faculty, Staff), Service, Application
Summary     

This article will provide the standards for [whatever the article is about].  The target audience is [students, faculty, staff, guest as applicable] or [targeted group]
Example ISU Computer Standards

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 Resource Links

Subject [Product Name] Resource Links
Body
  1. Introduction- Heading 2
    • Enter a brief description of the product and who uses the product.- Normal format
  2. Resources- Heading 2
    • Enter a hyperlink describing the resource it is linking to. These are normally resources provided by the vendor or another group outside of of ISUs knowledge base.
      • User's Guide
      • Training Video
      • [Specific subject] Tutorial
  3. Additional Resources
    • Provide information on where to find further support, i.e. help desk or other ISU support resource. 

 
Tags Resource-Links, Audience (Students, Faculty, Staff), Service, Application
Summary This article provides links to resources for [product name].  The Target Audience is [student, faculty, staff, guest as applicable] or [targeted group]
Example OneDrive Resource Links

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These standards have not been defined
Subject [Application/ Service] Support Resources
Body

1. Table for ISU support resources

2. Table for Vendor support resources
Tags Product-Support
Summary  

This article provides product support resources for [name of the product/application]. The target audience is [students, faculty, staff, guest as applicable]  or [targeted group]
Example  

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These standards have not  been defined
Subject [Service] Overview
Body

Priority – how critical is this service

Service partners (others who are experienced with this service and help to administer/support the service)

Service posture (we fully support/somewhat support/minimally support . . . with something about what that means for this service)

Training posture  (we can provide in-depth training/some training/no training at all)

How we evaluate the success of this service

Other service elements

Service history (major inflection points in the delivery of this service)
Tags  
Summary 

 
Example Kronos Support Resources

 

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