Knowledge Base Article(s) Guidelines

These articles will serve as a structure for creating KB/Troubleshooting articles in Confluence

As a basis for ALL articles, be sure to use proper grammar and DO NOT include the word "you" (in reference to who articles are directed at) in any way. Please proofread articles to verify accuracy of content.

DO NOT include personally identifiable information. Replace any names, emails, phone numbers that could be linked to yourself, staff, or students with generic information.

 

How-to articles

Describe how this guide is most effective for what the article is being wrote for

  1. Begin with the most relevant step to start the process

  2. Continue the written walk-though processes for each step

    1. Based on the article, organize it's layout by using Sections, Columns, Expand and/or Panel macros

      1. Use sublists for keeping troubleshooting steps organized and most relevant

Use the "Info" macro for highlighting information that is helpful to the article but may not apply to the issue itself

Use the "Note" macro for highlighting info that is important, but doesn't necessarily NEED to be portrayed

Use the "Warning" macro for highlighting critical info that NEEDS to be portrayed

Include the following in a Tip macro:

If there are any questions or issues please contact IT Services

Troubleshooting articles

Problem

Give an overview of the issue the article is being wrote for and describe how the process will be applied to amend the issue

  1. Begin with the most relevant troubleshooting step(s) to help eliminate easy fixes

  2. Continue on with a list, or add other elements such as Sections, Columns, Expand and/or Panel macros to help maintain an organized layout

    1. Use sublists for keeping info. together, and insert more detail

      1. Use images/links, bolditalicize and underline to highlight important info.

Use the "Info" macro for highlighting information that is helpful to the article but may not apply to the issue itself

Use the "Note" macro for highlighting info that is important, but doesn't necessarily NEED to be portrayed

Use the "Warning" macro for highlighting critical info that NEEDS to be portrayed

Include the following in a Tip macro:

If there are any questions or issues please contact IT Services

Image Description

The info below shows the structure of the footer for all parent-level/child-level articles; please do NOT remove this info. as it is critical to how pages are labeled, searched and organized in Confluence