Creating a New Knowledge Base Article

Issue/Question

How do I create an knowledge base article

Environment

• TeamDynamix

Cause

After search with different keywords, no article is found to use for the ticket, a new article needs to be created

Resolution

Note: If the knowledge base has already been searched and no articles are found that can be used, a new article needs to be added

1. Within the Knowledge Base click +New Article
2. Select Appropriate Category
3. Enter Subject
4. Within the Body Editor Click Templates
5. Select the Knowledge Article Template you want to choose between:
   1. Customer Facing Templates used for customer facing articles, with solutions for the customer
   2. Customer Facing Article with link to Internal Template
      Note: DO NOT add the ITS Teams in this ITS box, otherwise the customer will start contacting ITS teams directly, it should just contain 1. Follow Internal Article Title. Team Information belongs in the Internal Knowledge Template
   3. Internal Knowledge Template used for internal staff only articles
      Note: for departmental internal knowledge, make sure the Category starts with Internal otherwise it may be visible to the customer
      Note: there are several categories that are Faculty and Staff or Students only, this will be listed in the category name, these will be listed under not public categories
6. Fill In the Template to the Best of Your Knowledge, Following Style Guide
7. Fill in the Summary
8. Check Notify Owner on Feedback
9. Click Save
10. If you need to link the article to a ticket, following linking process

Adding Tags

Follow Article - Tag Guidance

Note: Too many article tags can cause search issues, articles could be displayed when not relevant

Adding Font Awesome

Note: Use of Font Awesome will add common icons to your article, these are not accessible so a description will also need to be added

1. Click Insert Font Awesome 
2. Browse through the icons available or search 
3. Click the icon you want to use
4. Click Okay

Adding Links

1. Click  
2. Enter the following
   • Display text
   • LinkType
   • URL
3. Click the Target tab
4. Set target to New Window (_blank)

Checking Digital Accessibility

1. heading order
2. image alt text
3. font awesome title and text description
4. AccessibilityChecker.org - ADA & WCAG Compliance (Free Scan)