Issue/Question
What are examples of good and bad knowledge base articles
Environment
- TeamDynamix
- Knowledge Centered Services (KCS)
Cause
The content standard and style guide needs to be followed when writing articles.
Resolution
Good and Bad Article Examples
The contrast between bad articles and good articles reinforce the concepts and intent behind the field definitions. To aid in understanding the requirements for quality articles we have provided the following examples of bad vs good articles.
BAD
Can't share calender
Issue/Question
Can't share calendar
Environment
Outlook
Cause
Resolution
Right click on the calendar in Outlook and select Properties.
Click on the Permissions tab.
Click Add.
Enter the name of the person to share with in the Search box and click Go.
Double click on their name.
Click OK.
Select the level of permissions desired.
Click OK.
The individual you are sharing will must now add the calendar.
GOOD
___________________________________________________________________
BAD
Trouble accessing my email
Issue/Question
- email keeps asking for username and password
Environment
Cause
Resolution - Turned off Cache Mode
In Microsoft Outlook click on FILE
Click on ACCOUNT SETTINGS
Select ACCOUNT SETTINGS
Double click YOUR ACCOUNT
Uncheck USE CACHED EXCHANGE MODE
Click NEXT
Click FINISH
Click CLOSE
Click on FILE
Click on CLOSE
Reopen Microsoft Outlook
GOOD
______________________________________________________________
BAD
Email Problem
Issue/Question
Dr. Greg can’t open his email
Environment
Cause
Resolution
Deleted the mailbox rule blocking his email
GOOD
________________________________________________________________
BAD
Student Organization
Issue/Question
How do I request a USD account for my Organization?
How do I reset a Student Organization's account password?
Environment
•USD
Cause
Requesting a new Student Organization's account is creaed
Joe forgot the organization's account password.
Resolution
Student Organizations Responsibilities:
1.Ensure that the Organization registered appropriately with Student Services
ITS STAFF ONLY
Help Desk Responsibilities:
- Only support approved Organizations
- Only support individuals listed as an approved contact
- Assign to Operations Group
GOOD