Knowledge Base Article Request

 

Submit a Knowledge Base Article Request by Filling out the Form Located on the Right Side of your Screen.

 

Tips for Writing a Good Knowledge Base Article

Spelling Counts!

  • Spell and use words correctly
  • Capitalize the first word of each step
  • Acronyms must be universally known
    • Spell them out the first time
    • Following reference may use the pre-established acronyms

Keep it simple!

  • Use short, familiar words. Avoid jargon and slang unless it is universal, audience appropriate, and contributes to reader understanding
  • Use words only required to communicate intent
  • Use complete thoughts not complete sentences
  • Do not use punctuation at the end of each step
  • Each step should be one action

Structuring an Article

Ask yourself these questions when writing an article...

  • Subject/Title
    • Does it contain description of main issue & environment, ex. Requesting access (Cognos) If possible use  verbs in present participle tense (verbs with a -ing ending).
  • Summary
    • Does the title give enough context about the article? It should provide context and additional information not provided in the title to facilitate better searching.
  • Issue/Question
    • What is the customer trying to do?
    • What is the customer asking?
    • What customer experience is undesirable?
  • Environment
    • What system/software/hardware are involved?
    • Is the issue only specific to a certain environment?
  • Cause
    • What is the underlying reason(s) for this issue
  • Resolution
    • How do you fix the issue
    • What is the answer to the question
    • Do not use punctuation at end of each step

Be able to say the following:

  • No user names or passwords are mentioned!
  • Article written in the customer’s context?
  • Did you write what you know, not what you think?
  • Included all steps necessary to convey the solution?
  • Provided only content specific to the issue, not generalities?