How do I use Templates when Writing a Knowledge Base Article?

template add write Article knowledgebase articles knowledge-base templates writing starter kb

Questions Answered

How do I use templates when writing a knowledge base article?
How and when do I use add-on templates?
How do I use and insert anchors?

Answers

All ITS Knowledge Article Owners can write knowledge base articles using templates and add-ons.

Using Templates for Knowledge Base Articles

*Please note: You can use "ADD ON" templates to add questions to any of the STARTER templates, so there is no need to restart if you choose a template that does not have enough questions. You can also remove sections from the templates if you choose a template that has too many questions.

To begin writing your knowledge base article, please choose a STARTER template from the “templates” drop down menu. Keep in mind that there are 2 types of STARTER templates: the ones marked with an asterisk (*) are public knowledge base article templates and the ones marked ITS Only are for private use.
A variety of STARTER templates will be shown. You can determine which STARTER template best fits your needs depending on how many questions your article will answer.
Once you have chosen your desired STARTER template, you can begin replacing the placeholder text with the content of your article.
ADD ON templates are provided to assist you in adding in assets for your knowledge base article. The ADD ON templates include a please note, anchor, answer with options, bullet list, numbered list and various subheadings.

Using ADD ON Templates for Knowledge Base Articles

ADD ON templates are provided to assist you in adding assets to your knowledge base article. The ADD ON templates include a please note, anchor, answer with options, bullet list, numbered list and various headings.
ITS Only ADD ONs are also provided to make converting articles from public to private easier for knowledge base article owners.
To insert an ADD ON template, put your cursor in the place where you want the ADD ON to go. You can then insert the ADD ON by clicking on the templates drop down menu on the tool bar.

The Following ADD ONs are available:

*Please note: Below is a list of available ADD ONs. Please click on any of the options to learn more about each one.

Please note Anchors Answer with Multiple Options Bullet List

Number List Question Heading Question Subheading Footer Tech Tip

ADD ON: *Please note: Please notes are included when there is information that the user must know in regards to the content of your article. For example:
ADD ON: Anchor #1, Anchor #2, Anchor #3: The anchor ADD ONs create a hyperlink to various parts of your article. This helps users to quickly find answers with ease, while saving them from scrolling past other unneeded answers.
Example: Please click here to view an example of how anchors work and how they assist page navigation.
- Click here for instructions on how to insert and use anchors.
ADD ON: Answer with Multiple Options: Sometimes a question might have a variety of answers or different options that a user may be able to choose from. This ADD ON template can be inserted, if needed, so that you can fill in option 1 and option 2 with scenarios relevant to the content of your article.
Example: Please click here to view an example of how an article with multiple options should look like.
ADD ON: Bullet List: The bullet list ADD ON can be inserted anywhere in your article or STARTER template. Bullets can be added or removed depending on how many the writer needs in their list.
ADD ON: Numbered List: The numbered list ADD ON can also be inserted anywhere in your article or STARTER template. Numbers can be added or removed depending on how many the writer needs in their list.
ADD ON: Question Heading: The question heading ADD ON should be used when adding a title before the steps or answer content of your article.
ADD ON: Question Subheading: The question subheading is used after the "Question Heading" template. Use this when the main question has optional paths for success.
Example: A user can protect their Zoom meeting in multiple ways, by requiring a meeting password (option 1) or by enabling the “Waiting Room” feature (option 2). See this example.

ADD ON: Footer: The footer is used at the bottom of every public knowledge base article and connects the user to a specific service request or the Technology Assistance Center.
ADD ON: Tech Tip: Tech tips are used when it may be helpful for the client to know something in regards to the article or product being discussed.

ITS Only ADD ONs:

*Please note: Below is a list of available ITS Only ADD ONs. Please click on any of the options to learn more about each one.

ITS Only Box Question Heading Answer Heading

ITS Only ADD ON: "ITS Only" Box: The ITS Only box is used at the top of every ITS Only knowledge base article and makes a clear distinction from the public articles.
ITS Only ADD ON: Question Heading: The ITS Only question heading has a different color scheme than public articles. The ITS Only question heading should be put into place before the questions are listed on every ITS Only knowledge base article.
ITS Only ADD ON: Answer Heading: The ITS Only answer heading has a different color scheme than public articles. The ITS Only answer heading should be put into place before the answer is listed on every ITS Only knowledge base article.

Using and Inserting Anchors

If you are adding another answer to a new question. You should first select the "ADD ON: Question Heading" from the drop down menu. You would then place your cursur in front of "Insert Question Heading Here", and enter in the answer to the question. If you are adding a bulleted list or a numbered list, then be sure to select the template for the "ADD ON: Numbered list" or "Add ON: Bulleted list", first and then add your content.
After adding content, to insert an anchor, put your cursor where the anchor needs to be placed. Typically this is directly in front of the content you just created.
With your cursor in place, select "ADD ON: Anchor #1" from the templates drop down menu. If you are adding a second or third anchor, then be sure to select the correct ADD ON option. To add a second or third anchor, please use the "ADD ON: Anchor #2" and "ADD ON: Anchor #3" templates. If you need to add more than three anchors, please indicate the anchor(s) needed in the "Draft Summary" notes.
A red flag will appear where your cursor was placed.
To link text to the anchor, scroll up to the "Questions" section and add the question associated with the instructional content that you provided in the answer, highlight the text, and click the link button in the tool bar.
After the link window appears, select "Link to anchor in the text" under "Link Type."
Choose which anchor you are linking (1, 2 or 3) to by using the dropdowns to select the anchor name within the "Select an Anchor" section for both "By Anchor Name" and "By Element ID."
After you have selected the correct anchor, click the blue "ok" button, and the anchor should now operate as expected.
To add a second or third anchor, please use the "ADD ON: Anchor #2" and "ADD ON: Anchor #3" templates. If you need to add more than three anchors, please indicate the anchor(s) needed in the "Draft Summary" notes.