Find step-by-step instructions on how to create and manage your KB articles.
Know how your role in the life cycle of a KB article will contribute to the success of end users finding and using it.
Stages in the life cycle for department team roles to create, update and archive of a knowledge base article.
How to setup and and approve a new public-facing KB article; schedule a reminder date for its ongoing review; and set and move it to archive status when its content becomes obsolete.
Guidelines for adding text, formatting, tables, images, video to a knowledge base.
Adding images to KB content.
Purpose for using knowledge centered service (KCS) principles when writing KB articles.
Use a knowledge base (KB) template is a pre-defined set of formatting to ensure consistent formatting, structure, and branding across support documentation.
This guide explains how to write KB articles and Service Catalog entries optimized for the Fraser Chatbot's hybrid search system. It provides guidance on how to write titles/summaries, structure your articles, and choose audience tags, while emphasizing practical techniques such as numbered steps, error messages, and natural language writing.
Optimize your searches in the IT services portal to find self-help how-to articles and service requests.
Why and when to create a knowledge base article.
Produce reports and analyze KB usage analytics.
Best methods for searching for KB articles.
Proper use of tags in KB Articles.