FAQ & Best Practices

This section is provided to help guide you through Knowledge article best practices, and address frequently asked questions.

Think about who the intended audience is, for the information. What is the purpose of the information? Can it be easily accessible to a customer? How often is it updated?

As a Best practice: Knowledge articles are more concise, easy to read, targeted for quick answers, solutions to common questions. Create knowledge articles that can help customers solve issues / problems. Create knowledge articles that are FAQs. Common questions that can be addressed/answered. Create knowledge articles that are frequently updated Create knowledge articles that can be easily accessed by customers (Searchable)

Best Practices:

• Use GitLab Terminology Consistently (Naming Structure).

• Use Proper Templates and Structure when creating articles

• Search articles before creating a new article to avoid having duplicates

• Keep articles clear, and focused.

• Write for Localization (Keep it simple, Write Clearly, and in terms customers can understand/use)

• Maintain Versions (use a label where appropriate)

• Link to other Resources

  Note: If customer facing, make sure they can access any links that are within the article. If they cannot, do not add it.

• Categorize articles appropriately. This helps with search!

• Keep articles updated (review). If you find an article that could use more information, updates… do it! We all can contribute to knowledge!

• Titles of articles need to be Specific (Using key words to help be descriptive). Titles should not be long.

• Have a Summary of what the article is about to give an overview of the article.

• Have a Problem statement to help the user understand if it applies to them.

• Have Clear instructions (Bullet Points, Pictures, Details)

• Create the article based on the user context.

• Write for Audience. How will they read it (their words).

• Use Keywords (Content tags) for Search. Search terms pull from Content Tags, Titles and Description of Knowledge articles

• Include Steps for work around, and troubleshooting.

• Include Support information for further help if needed.

Knowledge Base Style Guide

Knowledge slides

Questions & Answers

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