Procedure: KM / Add internal-use content to the KB

Objective

• To provide instruction and minimum content requirements for adding internal-use content to the Knowledge Base
• To provide links to templates typically used in an internal-use category:
  • Procedure article (application)
  • Fulfillment article (service request / standard change)
  • TechSupport Guide/Directory article
  • Best Practice article

Scope

• Document internal-use content for:
  • Help Desk agents to use in troubleshooting or resolving an issue with your service or product
  • Ordinal-tier Miami support staff to use in resolving an issue or fulfilling a standard request form or change ticket
  • Group members to use in resolving an issue or fulfilling a standard request form or change ticket

User

• Service Owner / Group Manager
• Subject-matter Expert (SME)
• Knowledge Contributor
• Ordinal-tier Support Staff

Environment

• 55923: Knowledge Management Process
• 348532: Knowledge Base (KB)
• 56345: Knowledge Management (KM 2.0)
• 349513: Knowledge Base Team Drives

Procedure 

1. In the client portal, open the KB folder for your group
   • Example: A System Administrative Services SME who wants to document the procedure associated with a service request form would select the SysOps folder
   • Note: If you contribute a procedure for Blackboard use, I will publish the article to your internal group folder and place a short-cut to the article in the appropriate Help Desk folder
2. In the folder, click the + New Article button
3. The Category field will be auto-populated with the name of the folder you selected
4. Leave the Order field set to 1
   • Do not check the Pin Article box
5. In the Subject field, give your article an appropriate title in the following format:
   • Example: Procedure: <Service, Application, or Asset Name> / <Resolution>
   • Example: Fulfillment: <Service, Application, or Asset Name> / <Request or Standard Change> 
   • Example: TechSupport Guide: <Service, Application, or Asset Name>
6. In the editor tool bar, click the Templates option
7. From the drop-down, select the appropriate article template
   • Your template will be automatically loaded into the editor window
8. Follow the directive text under each header to complete each section
9. In the Procedure section, provide reproducible, step-by-step instructions that allow your reader to:  
   • Perform a specific routine task (standard / normal operating procedure)
   • Troubleshoot a problem (analytical procedure)
   • Take corrective/preventive action (maintenance procedure)
   • Implement a service (technical procedure)
   • Fulfill a standard request or change
10. Label links descriptively, and include the correct hyperlink for each
    • Example: Choose the appropriate Knowledge article template
    • Use proper names when referring to products, applications, etc — check out the approved list!
11. Do not use graphics, images, tables, or content attachments, unless you know how to format to accessibility standards
    • Ask about the Knowledge Base Team Drives, where you can store inaccessible content and generate a limited-permissions link for your KB article
12. Leave the Summary and Tags fields blank 
    • Support Guide: Alias-identifier tags in KB articles
13. Click the Status field and select Submitted from the drop-down to submit your article for review and publication in the KB
    • Recommended: Ask a member of your target group to read and test your procedure before submitting it for publication
    • Select Not Submitted from the drop-down if you are not ready to submit your article for publication
14. Leave the Next Review Date field blank
15. In the Owner field, enter and select the name of your group manager or the service asset owner
16. Check the Notify Owner on Feedback box
17. In the Asset ID field, enter information for the asset that your article supports, as follows:
    • <Asset ID number>: <Title of Asset> at <URL of TDX asset record> 
18. In the Subject-matter Expert (or Adviser) box, check the box next to your name
19. Save! Save! Save!
    • Your saved and submitted draft will appear on my TDX report of drafts to be reviewed and prepped for publication

Notes

• What happens next? (Everything else you should know)
  • As your KBManager, it's my job to make sure that your content is readable, presentable, current, and properly curated until it is committed to the great archive in the ether
  • When you submit your article for publication, I'll:
    • Review format and content for accessibility, accuracy, clarity, completeness, grammar, placement, and permissions
      • Edit format and content, if necessary
    • Add internal-use artifacts, like reporting tags, an asset record, a currency review date, associated artifacts, and responsible group(s)
    • Add related article links and back-link from associated service request forms, as needed
  • And when everything is copacetic, I'll publish your article to the KB
    • I'll also notify you of publication in the Slack channel #kb_knowbodies
  • I will not research or write your article for you, and I will not harass you for missing information
    • Incomplete or inaccurate drafts will be returned to you with a detailed request for revision
    • Unsubmitted and unpublished drafts will be considered abandoned documents and, after ample and direct notice, removed from the KB

Related Documents

• Procedure: KM / Find my unpublished draft in the KB
• Procedure: KM / Link an internal-use article to a public-facing article