Permissions and Access
If you have permissions to create KB articles, you'll see a + New Article button on the right side of any page of the Knowledge Base.
First browse to the appropriate category, then select the + New Article button. Categories can have categories which can have categories - however, the further you nest the article, the more clicks it will take to get there & the less your article will be utilized.
Consider if the article should have a limited audience - if we don't already have a category that limits access to fit your needs, reach out to the TDX admins to have one created. For example, at the top level of the KB is a category for Information Technology, which is limited to signed-in members of the IT team.
We can manually determine the order of articles in a category with 'Order', and we can pin an article to the top of the list regardless of 'Order' by selecting 'Pin Article'.
Subject
Skip straight to the point & eliminate unnecessary words whenever possible. We don't need to include a terms for search purposes, as we can add tags to take care of that.
Body
There are a lot of options here - less is more and we should emulate the format and content of other KB articles. Too many formatting changes distracts from the actual useful information we're attempting to convey via the Knowledge Base.
- Use the built in function to upload images
- Use the link function to insert hyperlinks
- Use the second drop down text style option to create headings above sections
- Use bullet point lists and tables when appropriate to present data in a clean, easy to read format
Article Summary
One sentence will do - if you write too long a summary, it won't display all of it under the article and the less useful it becomes.
Tags
Begin typing and any existing tag that matches will pop-up and you can select it to add the tag. Add as many tags as is appropriate and pertinent to the article. If an existing tag doesn't fit our need, we can create new tags by typing out the word or phrase and pressing Enter. TDX is particular on the format - no spaces are allowed, so use the hyphen in between words if a phrase is appropriate.
Status
Unless you're an approver, you should select 'Not Submitted' or 'Submitted'. Someone will review and publish your article, which will make it visible in the Knowledge Base
The check-box next to 'Published to KB' is how the approver will do exactly that. Typically the approver will also set the 'Next Review Date' when publishing, which gives us a reminder to review the article for accuracy on a regular basis.
Owner
The owner can be a person or group (preferred) and will be notified of feedback (if the final check-box is selected) and when the 'Review Date' rolls around.
Feed
Once the article is published, any changes are published to the 'Feed' of the article, at the bottom of the page.