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:
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Use GitLab Terminology Consistently (Naming Structure).
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Use Proper Templates and Structure when creating articles
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Keep articles clear, and focused.
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Write for Localization (Keep it simple, Write Clearly, and in terms customers can understand/use)
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Maintain Versions (use a label where appropriate)
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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.
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Categorize articles appropriately. This helps with search!
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Keep articles updated (review). If you find an article that could use more information, updates… do it! We all can contribute to knowledge!
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Titles of articles need to be Specific (Using key words to help be descriptive). Titles should not be log.
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Have a Summary of what the article is about to give an overview of the article.
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Have a Problem statement to help the user understand if it applies to them.
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Have Clear instructions (Bullet Points, Pictures, Details)
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Create the article based on the user context.
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Write for Audience. How will they read it (their words).
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Use Keywords (Content tags) for Search. Search terms pull from Content Tags, Titles and Description of Knowledge articles
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Include Steps for work around, and troubleshooting.
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Include Support information for further help if needed.
Questions & Answers
Who do I contact if I need help with knowledge?
Use the Slack Channel #spt_Knowledge-base
Where can I find more information about knowledge management and KCS?
There are many slides (with a table of contents) available in Google drive
Is there Training for knowledge creation, modifying and Publishing?
Yes! A list of available training resources is available on the Knowledge Base training page](./knowledge-base-training)
How do I become a Knowledge Champion/Technical Reviewer?
Review the Technical Reviewers responsibilities before committing to the role.
Please talk with your manager, and let them know you wish to become a knowledge champion.
Contact
Kirsty Allen
to get added to the Technical Reviewer list.
How do I know if I am a Support Engineer or Knowledge Champion in ZenDesk?
View the permission in the Roles and Permissions section.
Who can Approve & Publish my article?
Technical Reviewers will approve and publish articles.
Can I use the “Request Article” feature in the Knowledge section?
Not at this time. Currently the button is enabled, and the information can be filled out, a ticket is created but it will be AUTO CLOSED and an email sent to the requestor. Please use the #spt_Knowledge-base channel for help creating an article.
What labels can I add?
There are pre-populated labels to choose from, or create your own relevant to the article. Please avoid creating new labels without consulting with
Kirsty Allen
.
How do I add internal notes to a knowledge article?
Use the markdown editor in the knowledge article. Add a comment using the comment out syntax (example <! adding notes that are not seen externally>). Commments will not be visiblle to the end user. For a visual see slide in the knowledge slide here
How do I create a Knowledge Article if I am not in ZenDesk or I am a Light Agent?
You can create a knowledge article by using a template from the folder. You can add the file to an ISSUE and ASSIGN to Contact
Kirsty Allen
. Or you can add to the #spt_Knowledge-base channel
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