# KM Design System

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MXYRvMI2czC38nkorP1%2F-MXYRyotB0PWX5ytYbNh%2Flaptop-2%20\(1\).gif?alt=media\&token=5ed1bb7c-f478-4402-9d68-2b71a936bc99)

## How to use the KM Design System&#x20;

This was created for Georgia Tech's knowledge contributors so they can create consistent, accessible, and engaging knowledge articles. Whether you're a newly-trained or seasoned contributor, this resource is for you! The system is divided into the 4 sections below. You can also reference the navigation bar to the left to quickly find what you need.

* **Getting Started** - If you're new to knowledge creation or need a refresher on the basics of creating knowledge in ServiceNow and the Design System, these resources are for you.
  * [Create An Article](/untitled) (Instructions)
  * [Contribute to the Design System](/contribute-to-the-design-system-coming-soon)
  * [How-to Request Help](/requesting-help-coming-soon)
* **Writing** - Learn how to craft compelling content and enhance your syntax for all readers.
  * [Accessible Writing](/writing-for-accessibility)
  * [Fonts & Typefaces](/fonts)
  * [Grammar & Mechanics](/grammar-and-mechanics)
  * [Headers](/headings)
  * [Title Capitalization](/titles)
  * [Writing for Accessibility](/writing-for-accessibility)
* **Web Components -** These are standalone web elements that can be reused often across various types of KB articles.
  * [Accordions](/components/accordions-coming-soon) - collapsible content within a frame
  * [Horizontal Lines / Horizontal Rules](/components/horizontal-rules) - great for creating visual breaks and separation.
  * [Images](/components/images) - standard sizes and formats
  * [Links](/components/links) - how to create and what they should look like. &#x20;
  * [Tables](/components/tabular-data-tables-coming-soon) - tabular data needs to be accessible. What does that mean for you?
* **Patterns** - These are common layouts that incorporate a mixture of web components. By implementing standardized patterns, your readers will be able to ingest your content quickly and the ServiceNow platform will be easier to use.
  * [3 Card Layout](/patterns/3-card-layout)


# Create An Article

The building block of knowledge bases in ServiceNow.

## Introduction

Articles (also known as *KB Articles* or *KBA*) enable the reader to discover and resolve their own questions. By supplying the correct knowledge in the form of an article, we can reduce the number of help requests. Articles are contained within Knowledge Bases (KB) that provide users with information such as self-help, troubleshooting, and task resolution.

## Prerequisites: Contributor Role & Category Permissions

Before you can start crafting your KB articles,  you'll need the *Contributor Role* and *category access* for your corresponding knowledge base. If you're unsure about your access or need elevated permission, please contact your Category Approver or the ITSM team.&#x20;

## Step 1: Log In As An Agent

Visit the [GT Services & Support](https://services.gatech.edu) site and select the **Login** option in the top-level navigation. You will need access to DUO authentication as you will be asked to log in to your GT account.

Refer to the screenshot below for the **Login** location. Click the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWgi8AxJTwx5s4la0fL%2F-MWgibhW8Ct8_az6p5kd%2FScreen%20Shot%202021-03-26%20at%2012.10.49%20AM.png?alt=media\&token=412339a9-a5e6-4cf8-b0ba-8d0f27c7fce9)

## Step 2: Access the Agent Portal

After you've logged in, your top-level navigation bar will change with additional options. Select the **Agent Portal** menu item in the far left.

Refer to the screenshot below for the **Agent Portal** location. Click the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWXA5Vd5iwZtMS6FwRy%2F-MWXNHVhx1T3YCBMqJoA%2FScreen%20Shot%202021-03-23%20at%2011.56.08%20PM.png?alt=media\&token=ea3aedb7-afd3-4822-a678-d15c6dd4bbdf)

## Step 3: Select All Applications in the Application Navigator

Locate the **Application Navigator** (left navigation bar) on the left-hand side. Select the **All Applications** tab (as indicated by a **file box icon**) to the left of Favorites . By default, your **Favorites** tab is selected at the top as indicated by a **star icon**.&#x20;

Refer to the screenshot below to locate the **Application Navigator**. Click the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWgi8AxJTwx5s4la0fL%2F-MWglAPm47ZdDVgjSHuy%2FScreen%20Shot%202021-03-26%20at%2012.19.33%20AM.png?alt=media\&token=d736f7b2-f13b-4ddc-9d05-b46b8a6f0b06)

## Step 4: Locate the Create New Menu Item

Locate the **Navigation Filter** (indicated by the **funnel** **icon).** Type **"Article"** in the text area. Your Application Navigator will filter all applications. "**Create New**" should now be displayed beneath the "Articles" sub-category. Select "**Create New**" to proceed to the template selection.

Refer to the screenshot below to locate the **Navigation Filter**. Click the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWbc2Qh0SusG6osDCh5%2F-MWbf1NedHZaLHBiJuki%2FScreen%20Shot%202021-03-25%20at%2012.35.27%20AM.png?alt=media\&token=48ea5995-3d4d-4475-a301-2cbd00f77a2e)

{% hint style="info" %}
Selecting the Star icon to the right of each application item will add it to your Favorites filter.
{% endhint %}

## Step 5: Select an Article Template

Templates offer pre-defined fields that are structured in a specific order. They help create a consistent structure for knowledge articles. &#x20;

{% hint style="warning" %}
Some templates have built-in headers that are automatically applied and will require that you start with an H4 header in lieu of an H3 header. Additional requirements can be found in [Headers](/headings).
{% endhint %}

### Template List

| Template Name                                                                 | Template Fields                                                                         |
| ----------------------------------------------------------------------------- | --------------------------------------------------------------------------------------- |
| [**Standard**](/untitled/standard-template)                                   | None                                                                                    |
| [**FAQ**](/untitled/faq-kb-template)                                          | Question, Answer [(View Template Instructions)](/untitled/faq-kb-template)              |
| [**How To**](/untitled/how-to-kb-template)                                    | Introduction, Instructions [(View Template Instructions)](/untitled/how-to-kb-template) |
| [**How To/Job Aids**](/untitled/how-to-kb-template)                           | \*Specialized fields for HR/Workday                                                     |
| [**KCS Article**](https://kmdesign.services.gatech.edu/untitled/kcs-template) | Issue, Environment, Cause, Resolution                                                   |
| [**Known Error**](/untitled/known-error-template)                             | Description, Workaround, Cause                                                          |
| [**Known Issue**](/untitled/known-issue-template)                             | \*Specialized fields for HR/Workday                                                     |
| [**Service Description**](/untitled/service-description-template)             | Service Landing Page URL, Service Overview, Service Level Agreements (SLA)              |
| [**What Is**](https://kmdesign.services.gatech.edu/untitled/what-is-template) | Introduction, Explanation                                                               |

## Step 6: Complete the Article Fields

Some fields are pre-populated and some are required. See below for an example of the Standard Template interface and definitions of each field type.

### New Article Interface: Standard Template

Click the screenshot below to magnify it.

![Click the image above to magnify.](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWgFU_sudlbJCTCu2U_%2F-MWgHW11-P-KWTj2oqXd%2FScreen%20Shot%202021-03-25%20at%2010.08.03%20PM.png?alt=media\&token=02e708d9-8ea3-4226-b26a-38b843482cb0)

### Required Fields

| Field Label       | Content                                                                                                                                                                                                                                                                                       |
| ----------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Knowledge base    | The corresponding Knowledge Base, to which your Article will be attached.                                                                                                                                                                                                                     |
| Category          | A category falls under the Knowledge Base designation. Example: IT Self Service could be the knowledge base and the category could be Infrastructure.                                                                                                                                         |
| Valid To          | This is your article's expiration date. By default, it's set to 1-year from the current date. When the valid to date is the current day, you or your category approver will need to recertify the article. Failure to recertify by the Valid To date will result in the article's retirement. |
| Short Description | This is essentially the title of your article. Please follow the [title capitalization guidelines](/titles) when creating your short description.                                                                                                                                             |
| Meta              | This text area is for meta tags, which assist with indexing your content. Read the [Meta Tags section](/meta-tags) for an overview and ways to improve your search results.                                                                                                                   |

### Optional & Configurable Fields

| Field Label         | Definition                                                                                                                                                                                                                                                                                                                                                                     |
| ------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Can Read            | <p><strong>This field is empty by default since read permissions are already set by user role groups.</strong> <strong>You will not need to configure this in most situations.</strong> </p><p>Allow read access. Search for and add user criteria. For example, to allow read access to a user, search for user criteria that the user matches and add it to this field. </p> |
| Cannot Read         | **This field is empty by default since read permissions are already set by user role groups. You will not need to configure this in most situations.** Search for and add user criteria. For example, to deny read access to a user, search for user criteria that the user matches and add it to this field.                                                                  |
| Roles               | <p><strong>This field is empty by default since read permissions are already set by user role groups. You will not need to configure this in most situations.</strong> <br>Adding roles to this field will grant read access to the article.</p>                                                                                                                               |
| Article Type        | HTML is set by default. The alternative is Wiki. The differences are in your ability to format your content. As a best practice, leave this field unchanged and use the HTML type.                                                                                                                                                                                             |
| Attachment Link     | Select this option if you want the article link to open directly to an attachment file.                                                                                                                                                                                                                                                                                        |
| Display Attachments | If you would like for your attachments to be rendered and automatically displayed at the bottom of your article. For example, if you attach an image and want it to render automatically, then click the checkbox.                                                                                                                                                             |
| Article Body        | This is the core of your article - the content. The editor used is similar to popular text editing tools such as Word or Notepad. Refer to the Web Components on the left-hand menu for advanced editing and best practices.                                                                                                                                                   |
| Author              | This is set to your profile by default; however, you may change it if you're writing on behalf of someone else.                                                                                                                                                                                                                                                                |
| URL Linked Content  | In the event you want the user to be redirected to a different page, enter the destination's URL in the text area.                                                                                                                                                                                                                                                             |

## Step 6: Check for Duplicates

Before publishing your article, check to see if a duplicative article exists. Select **Search for Duplicates** in the upper right corner of your screen, just beneath the Settings cog. Your results will appear in a separate browser tab.

See the screenshot below for the **Search for Duplicates** button location. Click the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWgdSktRsfy_WiOgKnB%2F-MWgeM1GgRBGjiVLBdy7%2FScreen%20Shot%202021-03-25%20at%2011.49.46%20PM.png?alt=media\&token=a526e0fe-4a76-40c4-8a63-030e8926874d)

Review the results for duplicative content. If your content is unique, toggle back your original browser tab and proceed to the next step. If your content is duplicative, contact the author of the duplicative content to find opportunities where you might consolidate your content.

## Step 7: Save & Publish

Select the **Save** button in the upper-right corner of your window. If you're ready to submit the article for category approval, select **Publish**.

{% hint style="info" %}
Selecting **Publish** will NOT automatically make your changes live. Instead, Publish sends a request to your Category Approver(s) for their approval. Once the article is approved, your new article or revision will go live.
{% endhint %}

Refer to the picture below for the locations of the **Save** and **Publish** buttons. Click the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWgeUvzMoczP2ez1Vu1%2F-MWgfelenINFPttiP3QN%2FScreen%20Shot%202021-03-25%20at%2011.57.57%20PM.png?alt=media\&token=b336d659-43c5-4973-a059-d7a12b7a5c1b)


# Standard Template

## Overview

The Standard article template allows you to share general information in a topic descriptive format.&#x20;

### Example of Standard Article

Here's an example of a high-level Standard article:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Ml8sR_yXIN19w3IpOm8%2F-Ml8vph1LsM5K7yfcI-r%2FScreen%20Shot%202021-10-04%20at%202.12.33%20AM.png?alt=media\&token=79aa79d9-0552-4bb3-a1b2-564da15d9c22)

### Use Cases

The Standard article format is a common way to deliver information. It's important to know when it is appropriate to use this format.

#### When to use

You should create an the Standard article template to:

* Deliver general information with one or more components

**When to NOT use**

You should not use the Standard article template to:

* Deliver information that is not general knowledge
* Deliver information that requires multiple steps&#x20;
* Deliver information that is posed in a question format

## Anatomy of the Form

### Main Sections

The Standard article template technically has one pre-set section:

1. **Article Body**

Because there is only one pre-set section, there are **NO** predefined headings. This means that the one section can only get a heading if you create them manually headings. You will be able to view the headings **after** you've published your article.&#x20;

Reference the image below to see the headings that are automatically applied. Select the image to magnify:&#x20;

### Sub-Headings & Accessibility Requirements

To create a subheading, you will need to use the **H4 headings** if you decide to add a child heading to the article. This is beneficial when the information you want to deliver has two or more main points. While this can help make the KB article easier for your customer, it's also important to note that the essence of the Standard article is to deliver general information about **one** topic.

Reference the image below for an example of an **H4 Heading** being applied. Select the image to magnify:

### Adding Related Articles

You can support your article with a related articles section. This may help your customer answer another question they may have similar to that topic. This section needs to be manually added at the end of the "Article Body" section when creating the document. See example below. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mke1Um7PrlPr8QcogaI%2Frelated_art.png?alt=media\&token=a8cb56e2-b3b7-4488-88b9-d6848b91e7d0)

### Adding Images

To add images to your article, you may either **copy and paste** the images in text field, or you can select the insert image tab and **upload an image** from your computer.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mke1fq03P0ffd1-A0j7%2Fins_images.png?alt=media\&token=ffbab0d7-9d18-481c-aaf5-56b965c5f4f8)

## Good vs. Bad Examples

### Good Example

The example below showcases the correct implementation of an FAQ article. It includes the following components: a **title**, that briefly describes the content of the article; an **article body**, which describes the information that you want to deliver; and an optional **table of contents** and **related article** section. The article body is located directly underneath the title section.  All unrelated information to the question, but related to the topic is linked below the article. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Ml97LYBFdKrSV8g_YbR%2F-Ml97w6RZKTqVV3ilAhA%2Fstand_good.png?alt=media\&token=f6cdf3ec-cb68-4f6e-b931-7d404d5c9c86)

### Bad Example

The example below includes an example of a Standard article template used incorrectly. This is incorrect because it includes a step by step instructions for training an ESD Agent. Even though the content is related to the title/short description, the incorrect template had been implemented. The correct template to implement for this article would be the "How-To" article. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Ml97LYBFdKrSV8g_YbR%2F-Ml97tQC1CLIANiRG4We%2Fstand_bad.png?alt=media\&token=f88af482-fd6e-4135-b43b-3fce63d132fc)

## How To Implement Template

### Step 1: Navigate to Knowledge Bases

Type “knowledge” in the filter navigator on the left hand side and press enter.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppT9M26spBMzVmJBi%2Fstep_1.png?alt=media\&token=719d7683-6bf3-4d3d-8491-14ee88aa3a71)

### Step 2: Find “Create Article” Option

After the “Knowledge Bases” screen loads, click the “Create an Article” button on the top right.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppVfLddfLqSh4Ryck%2Fstep_2.png?alt=media\&token=f1677326-9ce0-4bc1-9221-dd5580db42da)

### Step 3: Choose Knowledge Article Type

First select the knowledge base that you want your article to be stored in. Then, select the article template that you want. This will populate a preview of that template with sample text. If it is representative of way you want to deliver the information, click next. If not, select another template that may be more representative.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Ml91DqHcbWwz50dzOaV%2F-Ml95hXdaAjfPwb4vyd4%2Fstandard.png?alt=media\&token=98925efb-f96f-48b6-bd05-b164924deb32)

### Step 4: Populate Required Fields

Fill out information to properly categorize your article.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Ml91DqHcbWwz50dzOaV%2F-Ml955qiliaIZptQVgVS%2Fstand_pop.png?alt=media\&token=98278bc5-6a70-4fdd-a7b3-68e522c37c7e)

### Step 5: Enter Knowledge for KB Article

#### Short Description Field&#x20;

This is the title of your article. Enter a brief description of the content of the article. Describe in **twelve** **words** or less.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Ml91DqHcbWwz50dzOaV%2F-Ml95xnzpMbUKc5zqa4B%2Fstand_title.png?alt=media\&token=a7a40ff2-df71-4867-b0f6-8e1fefad5a1d)

#### Article Body

Enter the all the information that you want to deliver in this section. There will be **no** predefined headings for this section.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Ml91DqHcbWwz50dzOaV%2F-Ml96-NX9htQNJj79wtO%2Fstand_body.png?alt=media\&token=160e97b0-5321-4f56-ac70-3e3d3dde2e7d)

#### &#x20;Table of Contents <a href="#related-article" id="related-article"></a>

To create a Table of Contents section at the beginning of your article, click the "Source Code" tab (1).

Find the location in your article that you want to link and create an identification, or id, in the HTML tag. You can do this by inserting the following piece of code (2):&#x20;

**id = "some\_name"**

Once you create the text id, select the blue "OK" button (3).

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Ml91DqHcbWwz50dzOaV%2F-Ml97DTohHa4hjekOZfl%2Fstand_toc_code.png?alt=media\&token=7c118b4b-70f8-4d2e-81ec-96c233d58935)

Highlight the text you want to link (1). Navigate to the "Insert/edit link" tab (2). In the URL section, enter a hashtag followed by the name you gave the id. For example: **#some\_name** (3). In the target section, select: Top\_frame(\_top) (4). Select "OK" (5).

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Ml91DqHcbWwz50dzOaV%2F-Ml96IuFzwZyYso5vfuU%2Fstand_toc_link.png?alt=media\&token=a98aa4b1-afce-4355-988c-1f933c40566f)

#### Related Article

Below the answer, manually enter "Related Article" and then tag the link to the title of the related article.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-Mjpq4S9nehO_pH1IPQT%2FAsset%2013.png?alt=media\&token=ecd53d75-ce58-4a99-bfb1-04d5dc7b81a7)

#### Meta

Enter in words that are helpful for individuals who might benefit from the document: (e.g. affect, effect, change, difference)

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-Mjpq8kgJt1ngbsVCCRz%2Fstep_5.3.png?alt=media\&token=c55b05c1-4aa4-4bb9-a1e1-a172c458478c)

### Step 6: Save & Publish

Select the “Save” button to save your knowledge article. Then select the “Publish” button to publish your article to the KB article destination that you selected.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjpqCrM5VF0pRTFJztg%2Fstep_6.png?alt=media\&token=6bc3da9f-a935-4ab2-b1df-d8ed66d23ebc)

### Step 7: Preview your article

Review your article after you publish it to make sure the information is displayed correctly.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Ml8sR_yXIN19w3IpOm8%2F-Ml8vph1LsM5K7yfcI-r%2FScreen%20Shot%202021-10-04%20at%202.12.33%20AM.png?alt=media\&token=79aa79d9-0552-4bb3-a1b2-564da15d9c22)


# FAQ Template

## Overview

The Frequently Asked Questions (FAQ) article template allows you to share information in a question and answer format.

### Example of FAQ Article

Here's an example of how a completed FAQ article looks:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjpK34tyfFU95p1CV7P%2F-MjpRdSHzHf-I04Cb654%2Ffaq_meditation.jpg?alt=media\&token=e5d07488-e9f8-4e47-ac56-538a4d08457f)

### Use Cases

FAQ articles are a common way to deliver information,  but it's important to know when it is appropriate to use this format.

#### When to use

You should create an FAQ article to:

* Answer questions that are asked frequently to employees
* Provide quick information for the customer
* Reduce the load of your customer service employees

#### When to NOT use

You should not use an FAQ article to:

* Deliver information that is not a common issue or concern
* Deliver information that requires administrative support or technical overrides
* Deliver information that requires multiple steps&#x20;
* Deliver information that doesn't have a simple answer

## Anatomy of the Form

### Main Sections

The FAQ article template gives you two pre-set sections in your article:

1. **Question**
2. **Answer**

In these sections, information is entered in a question answer format

These two sections have **predefined headings**. This means that each section will have their corresponding headings applied by default. You do **NOT** need to create these headings. You will be able to view the headings **after** you've published your article.&#x20;

Reference the image below to see the headings that are automatically applied. Select the image to magnify:&#x20;

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjpK34tyfFU95p1CV7P%2F-MjpYR5Df_8VULk45pvw%2Ffaq_anatomy.png?alt=media\&token=9a63edee-5d25-4843-96c0-cdf69225117d)

### Sub-Headings & Accessibility Requirements

Because headings are applied automatically as **H3 Heading elements**, you will need to use the **H4 headings** if you decide to add a child heading to each of the corresponding sections.

Reference the image below for an example of an **H4 Heading** being applied. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MYfboiPm6VJ0NivQPjS%2F-MYfdITkufIhROms-H8X%2FScreen-Shot-2021-04-19-at-3.37.57-PM.gif?alt=media\&token=1ad74101-e5ca-458c-b63f-ee0aedc2b830)

### Adding Related Articles

You can support your article with a related articles section. This may help your customer answer another question they may have similar to that topic. This section needs to be manually added at the end of the "Answer" section when creating the document. See example below. Select the image to magnify:

![Select the image to magnify.](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjpK34tyfFU95p1CV7P%2F-MjpbCDLxG-6aPHuNgh4%2FAsset%2012.png?alt=media\&token=2ad90fff-3cad-40d5-8fab-4f8ce4555579)

## Good vs. Bad Examples

### Good Example

The example below showcases the correct implementation of an FAQ article. It includes the following components: a **question**, an **answer**, and a **related article** section (optional). The question is posed in both the title and under the question header. The answer to the question is located directly under the answer section. The information reported in the answer is relevant to the frequently asked question. All unrelated information to the question, but related to the topic is linked below the article. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Mjpc8vN_O86rLISFie_%2F-MjplFdfGBUVP0GcSFio%2FAsset%2016.png?alt=media\&token=fba80f1f-c9ab-4783-8268-457ce0bc9aac)

### Bad Example

The example below includes an example of an FAQ article used incorrectly. This is incorrect because it includes a "How to set up EMFL" section. This portion of the article is out of the scope of the question. This portion could have been placed in a "How-To" knowledge article and then linked under a "Related Articles" section. In addition, the title of the article doesn't match the question posed under the question header. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Mjpc8vN_O86rLISFie_%2F-MjpjNR5Lhw7B_VkWjN0%2FAsset%2015.png?alt=media\&token=a284a82e-7cc3-4dc4-91c5-d79c57293a61)

## How to Implement Template

### Step 1: Navigate to Knowledge Bases

Type “knowledge” in the filter navigator on the left hand side and press enter.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppT9M26spBMzVmJBi%2Fstep_1.png?alt=media\&token=719d7683-6bf3-4d3d-8491-14ee88aa3a71)

### Step 2: Find “Create Article” Option

After the “Knowledge Bases” screen loads, click the “Create an Article” button on the top right.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppVfLddfLqSh4Ryck%2Fstep_2.png?alt=media\&token=f1677326-9ce0-4bc1-9221-dd5580db42da)

### Step 3: Choose Knowledge Article Type

First select the knowledge base that you want your article to be stored in. Then, select the article template that you want. This will populate a preview of that template with sample text. If it is representative of way you want to deliver the information, click next. If not, select another template that may be more representative.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppYP0v02eOHiwL4ed%2Fstep_3.png?alt=media\&token=7cb1ae7f-986c-4503-936b-af61c156c3ce)

### Step 4: Populate Required Fields

Fill out information to properly categorize your article.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-Mjpp_vYiI9kqX9UjcSr%2Fstep_4.png?alt=media\&token=935104c7-7cda-4e12-8014-f576077a7638)

### Step 5: Enter Knowledge for KB Article

#### Short Description Field&#x20;

Enter FAQ question here (e.g. What is the difference between affect and effect?)

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppoSISL8sSqpx792c%2Fstep_5.0.png?alt=media\&token=62fd22d8-1c64-4c89-93a2-4981b068a2c6)

#### Question

Enter the FAQ Question here once more: (e. g. What is the difference between affect and effect?). The word “Question” will be shown as a heading, h3 (represented by the blue).

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppqitpuriH8vPTFCs%2Fstep_5.1.png?alt=media\&token=3e227e57-2850-4774-94b5-43e895e28352)

#### Answer

Enter the answer to the question here: (e.g. "Affect is a verb – “to affect” – meaning to influence or have an impact on something. Effect is the noun – “an effect (a positive or a negative effect) is the result of being affected by something.") The word “Answer” will be shown as a heading, h3 (represented by the blue).

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppyHLAcfZxUeK_gPG%2Fstep_5.2.png?alt=media\&token=a34b0e2a-4fab-45b6-991f-cfc6915f896e)

#### Related Article

Below the answer, manually enter "Related Article" and then tag the link to the title of the related article.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-Mjpq4S9nehO_pH1IPQT%2FAsset%2013.png?alt=media\&token=ecd53d75-ce58-4a99-bfb1-04d5dc7b81a7)

#### Meta

Enter in words that are helpful for individuals who might benefit from the document: (e.g. affect, effect, change, difference)

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-Mjpq8kgJt1ngbsVCCRz%2Fstep_5.3.png?alt=media\&token=c55b05c1-4aa4-4bb9-a1e1-a172c458478c)

### Step 6: Save & Publish

Select the “Save” button to save your knowledge article. Then select the “Publish” button to publish your article to the KB article destination that you selected.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjpqCrM5VF0pRTFJztg%2Fstep_6.png?alt=media\&token=6bc3da9f-a935-4ab2-b1df-d8ed66d23ebc)

### Step 7: Preview your article

Review your article after you publish it to make sure the information is displayed correctly.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjpqTO8Uzz4PEmmRgso%2FAsset%2017.png?alt=media\&token=784c5a13-c0dc-42be-963e-b6ed7171be41)


# How-To Template

## Overview

The How-To article template allows you to share information in an introduction and Instructions format.

### Example of a How-To Article

Here's an example of how a completed How-To article looks:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Mkguo0go0__TFmF_4KB%2F-Mkgv0r10lDTZUsqcQPy%2FScreen%20Shot%202021-09-28%20at%2011.00.27%20AM.png?alt=media\&token=5f9cf161-e11b-4edb-a986-f685fa5dddbf)

### Use Cases

How-To articles are a common way to deliver information,  but it's important to know when it is appropriate to use this format.

#### When to use

You should create a How-To article to:

* Deliver information whose answer requires multiple steps
* Deliver information that require a lot of detail
* Deliver information that should be done sequentially

#### When to NOT use

You should not use a How-To article to:

* Deliver information that requires administrative support or technical overrides
* Deliver information that does not require multiple steps&#x20;
* Deliver information that doesn't have a simple answer

## Anatomy of the Form

### Main Sections

The **How-To** article template gives you two pre-set sections in your article:

1. **Introduction**
2. **Instructions**

These two sections have **predefined headings**. This means that each section will have their corresponding headings applied by default. You do **NOT** need to create these headings. You will be able to view the headings **after** you've published your article.&#x20;

Reference the image below to see the headings that are automatically applied. Select the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MYLvNoYaI_GKG5XmYlq%2F-MYemspwMdnteHTzAoHu%2Fhow-to-heading-example.gif?alt=media\&token=a4b46665-5eef-400e-9ce6-1467d9b52937)

### Sub-Headings & Accessibility Requirements

Because headings are applied automatically as **H3 Heading elements**, you will need to use the **H4 headings** if you decide to add a child heading to each of the corresponding sections.

Reference the image below for an example of an **H4 Heading** being applied. Select the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MYLvNoYaI_GKG5XmYlq%2F-MYeo4y3zWcTZ27q19-l%2Fhow-to%20sub%20heading.png?alt=media\&token=be49c6b3-07ca-4c38-bdc2-8db7a3dc7fc4)

### Adding Related Articles

You can support your article with a related articles section. This may help your customer answer another question they may have similar to that topic. This section needs to be manually added at the end of the "Answer" section when creating the document. See example below. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mke1Um7PrlPr8QcogaI%2Frelated_art.png?alt=media\&token=a8cb56e2-b3b7-4488-88b9-d6848b91e7d0)

### Adding Images

To add images to your article, you may either **copy and paste** the images in text field, or you can select the insert image tab and **upload an image** from your computer.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mke1fq03P0ffd1-A0j7%2Fins_images.png?alt=media\&token=ffbab0d7-9d18-481c-aaf5-56b965c5f4f8)

## Good vs. Bad Examples

### Good Example

The example below showcases the correct implementation of a How-To article. It includes the following components: an **introduction**, an **instructions**, and an optional **related article** section. The question is posed in the title and the introduction should be located under the question header. The introduction should include more details describing the question. The instructions to the to the question is located directly under the instructions section. The instructions should be numbered. All unrelated information to the question, but related to the topic is linked below the article. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkgtILrqO7kHzbDZQqi%2F-MkgumLfqr8a3t6D6msA%2Fgood_art_1.png?alt=media\&token=e020dd35-adfd-4d2e-939c-771a030c6e54)

### Bad Example

The example below includes an example of an How-To article used incorrectly. This is incorrect because it includes a "How to set up EMFL" section. This portion of the article is out of the scope of the question. This portion could have been placed in a "How-To" knowledge article and then linked under a "Related Articles" section. In addition, the title of the article doesn't match the question posed under the question header. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Mjpc8vN_O86rLISFie_%2F-MjpjNR5Lhw7B_VkWjN0%2FAsset%2015.png?alt=media\&token=a284a82e-7cc3-4dc4-91c5-d79c57293a61)

## How to Implement Template

### Step 1: Navigate to Knowledge Bases

Type “knowledge” in the filter navigator on the left hand side and press enter.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppT9M26spBMzVmJBi%2Fstep_1.png?alt=media\&token=719d7683-6bf3-4d3d-8491-14ee88aa3a71)

### Step 2: Find “Create Article” Option

After the “Knowledge Bases” screen loads, click the “Create an Article” button on the top right.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppVfLddfLqSh4Ryck%2Fstep_2.png?alt=media\&token=f1677326-9ce0-4bc1-9221-dd5580db42da)

### Step 3: Choose Knowledge Article Type

First select the knowledge base that you want your article to be stored in. Then, select the article template that you want. This will populate a preview of that template with sample text. If it is representative of way you want to deliver the information, click next. If not, select another template that may be more representative.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mkdyw7XZ4lze8PpLZIu%2Fselect_howto.png?alt=media\&token=e8445de8-005c-410f-810e-496c76430daf)

### Step 4: Populate Required Fields

Fill out information to properly categorize your article. In the short description field, enter a brief description of the content of the article. Describe in **twelve** **words** or less. This will be the title of your article.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mkdz9Cz9AANAPgYb8nX%2Fpop_fields.png?alt=media\&token=cbf6e28e-8a46-4004-8386-6c4e8e4d3d96)

### Step 5: Enter Knowledge for KB Article

#### Introduction

Enter the description to the How-To Question here. The word “Introduction” will be shown as a heading, h3 (represented by the blue).

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-MkdzVXPC5yIg5YamyL_%2Fintro.png?alt=media\&token=692df072-7ae5-45f8-9eea-855753745e2d)

#### Instructions

Enter the step by step instructions to the question here. The word “Instructions” will be shown as a heading, h3 (represented by the blue).

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-MkdzYisczRYJkpxz9gI%2Finstruc.png?alt=media\&token=118919cb-4cd5-4d39-ab93-4fffc9bf0e2b)

#### Related Article

Below the answer, manually enter "Related Article" and then tag the link to the title of the related article.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-MkdzgfiQf3AlKZVdyBv%2Frelated_art.png?alt=media\&token=24e5fc69-cb43-4d90-865d-0eb4eecf9e4a)

#### Meta

Enter in words that are helpful for individuals who might benefit from the document: (e.g. email, emfl, mail, office365)

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mkdzojry_bYwsW6NXix%2Fmeta.png?alt=media\&token=0dbe68c7-1ff3-4ae5-a1e9-05b9019e1d97)

### Step 6: Save & Publish

Select the “Save” button to save your knowledge article. Then select the “Publish” button to publish your article to the KB article destination that you selected.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjpqCrM5VF0pRTFJztg%2Fstep_6.png?alt=media\&token=6bc3da9f-a935-4ab2-b1df-d8ed66d23ebc)

### Step 7: Preview your article

Review your article after you publish it to make sure the information is displayed correctly.


# KCS Template

## Overview

The Knowledge Centered Service (KCS) article template allows you to share resolutions to IT related issues.

### Example of KCS

Here's an example of how a completed KCS article looks (usually with more detailed content):

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Ml9DtOC-zSJiema1-GP%2F-Ml9EoXZl922EootaIo0%2FScreen%20Shot%202021-10-04%20at%203.40.16%20AM.png?alt=media\&token=4dd52e0e-6d40-4604-8d87-e7d2680ad513)

### Use Cases

KCS articles are a common way to deliver information,  but it's important to know when it is appropriate to use this format.

#### When to use

You should create a KCS article to:

* Deliver information about a known software bug and the environment it occurs&#x20;
* Deliver a resolution for the bug
* Deliver information about software&#x20;
* Deliver a so that requires an explanation

**When to NOT use**

You should not use a KCS article to:

* Deliver information that does not have a resolution
* Deliver a resolution without a description of the environment or cause&#x20;
* Deliver information that requires administrative support or technical overrides
* Deliver information that does not require multiple steps&#x20;
* Deliver information that doesn't have a simple answer

## Anatomy of the Form

### Main Sections

The **KCS** article template gives you four pre-set sections in your article:

1. **Issue**
2. **Environment**
3. **Cause**
4. **Resolution**

These four sections have **predefined headings**. This means that each section will have their corresponding headings applied by default. You do **NOT** need to create these headings. You will be able to view the headings **after** you've published your article.&#x20;

Reference the image below to see the headings that are automatically applied. Select the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FXPTZ7KnYy6bKy2RWAQKl%2Fkcs_anatomy.png?alt=media\&token=9d97d443-0d35-4d4f-8cdf-2538cea3fa4e)

### Sub-Headings & Accessibility Requirements

Because headings are applied automatically as **H3 Heading elements**, you will need to use the **H4 headings** if you decide to add a child heading to each of the corresponding sections.

Reference the image below for an example of an **H4 Heading** being applied. Select the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FTieOKvFvshR49cZBmlO5%2Fkcs_subtitles.png?alt=media\&token=b5ad6136-4f5c-4d2b-b622-acb1406ca80a)

### Adding Related Articles

You can support your article with a related articles section. This may help your customer answer another question they may have similar to that topic. This section needs to be manually added at the end of the "Resolution" section when creating the document. See example below. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mke1Um7PrlPr8QcogaI%2Frelated_art.png?alt=media\&token=a8cb56e2-b3b7-4488-88b9-d6848b91e7d0)

### Adding Images

To add images to your article, you may either **copy and paste** the images in text field, or you can select the insert image tab and **upload an image** from your computer.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mke1fq03P0ffd1-A0j7%2Fins_images.png?alt=media\&token=ffbab0d7-9d18-481c-aaf5-56b965c5f4f8)

## Good vs. Bad Examples

### Good Example

The example below showcases the correct implementation of a How-To article. It includes the following components: an **issue, environment, cause, resolution**, and an optional **related article** section. The issue should describe the software issue or bug. The environment section should describe the exact situation when the issue occurs, or how one could encounter the issue. The cause section should describe the situation that caused the issue (upgrade, etc.). Lastly, the resolution section should include instructions on how to work around the issue. All unrelated information to the question, but related to the topic is linked below the article. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FUacErAU0jIXEvrFwi6RM%2Fkcs_good.png?alt=media\&token=cce6e6aa-ddcd-4226-b47f-c8319dc9a354)

### Bad Example

The example below includes an example of an FAQ article used incorrectly. This is incorrect because it only includes a resolution section. A true KCS article should include all four sections: issue, environment, cause, and resolution to give the reader a full understanding of the issue. In addition, this article is giving directions to solve an issue, which is more suitable for a [How-To article](/untitled/how-to-kb-template). Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2F0eoVShBYsWxyGI5wuRa1%2Fkcs_bad.png?alt=media\&token=1e83d951-710f-4477-9ad1-194e0d830fd4)

## How to Implement Template

### Step 1: Navigate to Knowledge Bases

Type “knowledge” in the filter navigator on the left hand side and press enter.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppT9M26spBMzVmJBi%2Fstep_1.png?alt=media\&token=719d7683-6bf3-4d3d-8491-14ee88aa3a71)

### Step 2: Find “Create Article” Option

After the “Knowledge Bases” screen loads, click the “Create an Article” button on the top right.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppVfLddfLqSh4Ryck%2Fstep_2.png?alt=media\&token=f1677326-9ce0-4bc1-9221-dd5580db42da)

### Step 3: Choose Knowledge Article Type

First select the knowledge base that you want your article to be stored in. Then, select the article template that you want. This will populate a preview of that template with sample text. If it is representative of way you want to deliver the information, click next. If not, select another template that may be more representative.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FF30W0TBsfU0EJ51FlcOM%2Fkcs_nav.png?alt=media\&token=2f5e81dd-c397-4e9b-8234-7aaea5435bb5)

### Step 4: Populate Required Fields

Fill out information to properly categorize your article. In the short description field, enter a brief description of the content of the article. Describe in **twelve** **words** or less. This will be the title of your article.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FrDU5DO0FgKFt8S5B7aJW%2Fkcs_pop.png?alt=media\&token=521d093a-5421-4358-a1a3-598cf9ee39aa)

### Step 5: Enter Knowledge for KB Article

#### Issue

Enter a description of the current issue. The word “Issue” will be shown as a heading, h3 (represented by the blue)

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2Fi8l8lLznvIuSPcsrEMaO%2Fkcs_issue.png?alt=media\&token=84eca68a-77fe-4eef-928d-2de022781387)

**Environment**

The environment section should describe the exact situation when the issue occurs, or how one could encounter the issue.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FYKNGPia1M2lSvRZdj0Z0%2Fkcs_environment.png?alt=media\&token=4d0f97c9-aa69-4d2e-ae59-ce316fd63ed7)

**Cause**

The cause section should include an explanation of the what the root cause of the error is. The word “Cause” will be shown as a heading, h3 (represented by the blue)

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FoAm2eYtE1GTKZeRpSd4t%2Fkcs_cause.png?alt=media\&token=d805f181-0ff8-4250-bd69-8472db47511f)

#### Resolution

Check off the resolution box (green box) and explain what the details of the resolution (red box) so that the user may resolve the issue themselves. The word “Resolution” will be shown as a heading, h3 (represented by the blue)

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FK7idvUzIAHeUD926fjU7%2Fkcs_resolution.png?alt=media\&token=6debe114-9e96-48fe-b255-9de6513cc38b)

####

#### Related Article

Below the answer, manually enter "Related Article" and then tag the link to the title of the related article.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-MkdzgfiQf3AlKZVdyBv%2Frelated_art.png?alt=media\&token=24e5fc69-cb43-4d90-865d-0eb4eecf9e4a)

#### Meta

Enter in words that are helpful for individuals who might benefit from the document: (e.g. fireeye, endpoint, security, load fail)

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FnWvAaFRDuTLTjQnkDeji%2Fkcs_meta.png?alt=media\&token=bbd84369-e90f-4042-8cae-72506bfea291)

### Step 6: Save & Publish

Select the “Save” button to save your knowledge article. Then select the “Publish” button to publish your article to the KB article destination that you selected.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjpqCrM5VF0pRTFJztg%2Fstep_6.png?alt=media\&token=6bc3da9f-a935-4ab2-b1df-d8ed66d23ebc)

### Step 7: Preview your article

Review your article after you publish it to make sure the information is displayed correctly.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Ml9DtOC-zSJiema1-GP%2F-Ml9EoXZl922EootaIo0%2FScreen%20Shot%202021-10-04%20at%203.40.16%20AM.png?alt=media\&token=4dd52e0e-6d40-4604-8d87-e7d2680ad513)


# Known Error Template

## Overview

The Known Error article template allows you to share information about a known error, that does **NOT** have a solution, but has a known root cause. This article is simply informative, and describes what the error is and what caused it.

### Example of Known Error Article

Here's an example of how a completed Known Error article looks:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FobO5J1LF4thqa5EBWbLD%2FScreen%20Shot%202021-10-13%20at%2011.03.00%20AM.png?alt=media\&token=99dc0a85-411a-4049-898b-a6f5a587769f)

### Use Cases

Known Error articles are a common way to deliver information,  but it's important to know when it is appropriate to use this format.

#### When to use

You should create a Known Error article to:

* Deliver information about an issue that has been identified by the department as an issue

#### When to NOT use

You should not use a Known Error article to:

* Deliver resolutions to the issue. If solution is available, please use the [Known Issue Template](/untitled/known-issue-template).

## Anatomy of the Form

### Main Sections

The Known Error article template gives you three pre-set sections in your article:

1. **Description**
2. **Workaround**
3. **Cause**

These three sections have **predefined headings**. This means that each section will have their corresponding headings applied by default. You do **NOT** need to create these headings. You will be able to view the headings **after** you've published your article.&#x20;

Reference the image below to see the headings that are automatically applied. Select the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2F3VH6oiCN7v8YhiywOabH%2Ferror_anatomy.png?alt=media\&token=402cd503-cc2b-469e-8217-6bc3bdbef08f)

### Sub-Headings & Accessibility Requirements

Because headings are applied automatically as **H3 Heading elements**, you will need to use the **H4 headings** if you decide to add a child heading to each of the corresponding sections.

### Adding Related Articles

You can support your article with a related articles section. This may help your customer answer another question they may have similar to that topic. This section needs to be manually added at the end of the "Cause" section when creating the document. See example below. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mke1Um7PrlPr8QcogaI%2Frelated_art.png?alt=media\&token=a8cb56e2-b3b7-4488-88b9-d6848b91e7d0)

### Adding Images

To add images to your article, you may either **copy and paste** the images in text field, or you can select the insert image tab and **upload an image** from your computer.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mke1fq03P0ffd1-A0j7%2Fins_images.png?alt=media\&token=ffbab0d7-9d18-481c-aaf5-56b965c5f4f8)

## Good vs. Bad Examples

### Good Example

The example below showcases the correct implementation of a Known Error article. It includes the following components: a **description**, a **workaround**, a **cause** and an optional **related article** section. All unrelated information to the question, but related to the topic is linked below the article. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2F5NBrCLqgv2kcMWY3133U%2Ferror_good.png?alt=media\&token=15618b21-b51d-4733-bf2e-9178e9a585f7)

### Bad Example

The example below includes an example of a Known Error article used incorrectly. This is incorrect because it states the error, but has no information on what the root cause is. There is also no workaround included. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FT0rqiFssaOE57bHGJSIO%2Ferror_bad.png?alt=media\&token=dbb4e08e-4a29-4044-b908-99645947315e)

## How to Implement Template

### Step 1: Navigate to Knowledge Bases

Type “knowledge” in the filter navigator on the left hand side and press enter.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppT9M26spBMzVmJBi%2Fstep_1.png?alt=media\&token=719d7683-6bf3-4d3d-8491-14ee88aa3a71)

### Step 2: Find “Create Article” Option

After the “Knowledge Bases” screen loads, click the “Create an Article” button on the top right.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppVfLddfLqSh4Ryck%2Fstep_2.png?alt=media\&token=f1677326-9ce0-4bc1-9221-dd5580db42da)

### Step 3: Choose Knowledge Article Type

First select the knowledge base that you want your article to be stored in. Then, select the article template that you want. This will populate a preview of that template with sample text. If it is representative of way you want to deliver the information, click next. If not, select another template that may be more representative.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2Fpg3GYeyP7m6OOrDX2RPf%2Ferror_nav.png?alt=media\&token=ac91029b-2feb-4bce-a090-8209da392ec6)

### Step 4: Populate Required Fields

Fill out information to properly categorize your article. In the short description field, enter a brief description of the content of the article. Describe in **twelve** **words** or less. This will be the title of your article.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FqsnIfPz7Ilpoi1Wq6vy3%2Ferror_pop.png?alt=media\&token=e9dfc46f-c8eb-48bf-9122-318def7a3c49)

### Step 5: Enter Knowledge for KB Article

#### Description

The description section should include a description of the current error. The word “Description” will be shown as a heading, h3 (represented by the blue).

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2F2ANZMNO5ZLNmrje4CjTt%2Ferror_descrip.png?alt=media\&token=fb8de23d-55b9-453f-a34f-6a801cc7ab81)

#### Workaround

The workaround section should include any temporary actions the user should take while the service is down. The word “Workaround” will be shown as a heading, h3 (represented by the blue).

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FLVOkJJvHXFqyKQXmoI4A%2Ferror_work.png?alt=media\&token=8f47ec94-dfe5-4513-b640-eabf2b489b86)

**Cause**

The cause section should include an explanation of the what the root cause of the error is. The word “Cause” will be shown as a heading, h3 (represented by the blue)

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FB0xHwEfWlW8czYIHnqHB%2Ferror_cause.png?alt=media\&token=c459794e-0d59-4bc0-abdd-8327f894eea1)

#### Related Article

Below the answer, manually enter "Related Article" and then tag the link to the title of the related article.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-MkdzgfiQf3AlKZVdyBv%2Frelated_art.png?alt=media\&token=24e5fc69-cb43-4d90-865d-0eb4eecf9e4a)

#### Meta

Enter in words that are helpful for individuals who might benefit from the document: (e.g. print, printing, ink)

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mkdzojry_bYwsW6NXix%2Fmeta.png?alt=media\&token=0dbe68c7-1ff3-4ae5-a1e9-05b9019e1d97)

### Step 6: Save & Publish

Select the “Save” button to save your knowledge article. Then select the “Publish” button to publish your article to the KB article destination that you selected.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjpqCrM5VF0pRTFJztg%2Fstep_6.png?alt=media\&token=6bc3da9f-a935-4ab2-b1df-d8ed66d23ebc)

### Step 7: Preview your article

Review your article after you publish it to make sure the information is displayed correctly.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2F3jhJ6sLQAnLfnvr0N9Wd%2FScreen%20Shot%202021-10-13%20at%2011.03.00%20AM.png?alt=media\&token=9d6d1cd6-1c95-4d2a-a40d-c67b076df7c8)


# Known Issue Template

## Overview

The Known Issue article template allows you to share information about a known issue that has a **resolution**.

### Example of Known Issue Article

Here's an example of how a completed Known Issue article looks:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Ml9F1dwPmL92gcjR6_3%2F-Ml9GhGwF3P1KuSqfydp%2FScreen%20Shot%202021-10-04%20at%203.48.39%20AM.png?alt=media\&token=58df5427-b017-47b8-8f2c-b1052ea89188)

### Use Cases

Known Issue articles are a common way to deliver information,  but it's important to know when it is appropriate to use this format.

#### When to use

You should create a Known Issue article to:

* Deliver information about a known technical issue that has a resolution

#### When to NOT use

You should not use a Known Issue article to:

* Deliver information about  that doesn't have a resolution

## Anatomy of the Form

### Main Sections

The Known Issue article template gives you three pre-set sections in your article:

1. **Details**
2. **Workaround**
3. **Resolution**

These three sections have **predefined headings**. This means that each section will have their corresponding headings applied by default. You do **NOT** need to create these headings. You will be able to view the headings **after** you've published your article.&#x20;

Reference the image below to see the headings that are automatically applied. Select the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FjEiVDD9wzlZpsmWvrzjK%2Fissue_anat.png?alt=media\&token=6ea78851-2e4a-4ec8-8fa8-85c8dbab4eb0)

### Sub-Headings & Accessibility Requirements

Because headings are applied automatically as **H3 Heading elements**, you will need to use the **H4 headings** if you decide to add a child heading to each of the corresponding sections.

Reference the image below for an example of an **H4 Heading** being applied. Select the image to magnify.

### Adding Related Articles

You can support your article with a related articles section. This may help your customer answer another question they may have similar to that topic. This section needs to be manually added at the end of the "Resolution" section when creating the document. See example below. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mke1Um7PrlPr8QcogaI%2Frelated_art.png?alt=media\&token=a8cb56e2-b3b7-4488-88b9-d6848b91e7d0)

### Adding Images

To add images to your article, you may either **copy and paste** the images in text field, or you can select the insert image tab and **upload an image** from your computer.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mke1fq03P0ffd1-A0j7%2Fins_images.png?alt=media\&token=ffbab0d7-9d18-481c-aaf5-56b965c5f4f8)

## Good vs. Bad Examples

### Good Example

The example below showcases the correct implementation of a Known Issue article. It includes the following components: a **details**, **workaround, resolution**, and an optional **related article** section. All unrelated information to the question, but related to the topic is linked below the article. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FtIaB4EyRaRPodfwOMuG4%2Fissue_good.png?alt=media\&token=41791a1b-4383-48f6-a3a9-e99a7dac72d1)

### Bad Example

The example below includes an example of an FAQ article used incorrectly. This is incorrect because it includes a "How to set up EMFL" section. This portion of the article is out of the scope of the question. This portion could have been placed in a "How To" knowledge article and then linked under a "Related Articles" section. In addition, the title of the article doesn't match the question posed under the question header. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FutioFWOmNzXQG3uiyAKi%2Fissue_bad.png?alt=media\&token=ea218983-c8e3-49cd-8ae7-e53ffcf881a7)

## How to Implement Template

### Step 1: Navigate to Knowledge Bases

Type “knowledge” in the filter navigator on the left hand side and press enter.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppT9M26spBMzVmJBi%2Fstep_1.png?alt=media\&token=719d7683-6bf3-4d3d-8491-14ee88aa3a71)

### Step 2: Find “Create Article” Option

After the “Knowledge Bases” screen loads, click the “Create an Article” button on the top right.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppVfLddfLqSh4Ryck%2Fstep_2.png?alt=media\&token=f1677326-9ce0-4bc1-9221-dd5580db42da)

### Step 3: Choose Knowledge Article Type

First select the knowledge base that you want your article to be stored in. Then, select the article template that you want. This will populate a preview of that template with sample text. If it is representative of way you want to deliver the information, click next. If not, select another template that may be more representative.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FyRDma5VXMgzf3U58mUim%2Fissue_nav.png?alt=media\&token=20f7ed03-535d-4510-8def-9c6dd8468bf5)

### Step 4: Populate Required Fields

Fill out information to properly categorize your article. In the short description field, enter a brief description of the content of the article. Describe in **twelve** **words** or less. This will be the title of your article.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FnomevpBqc9DfH399R8SV%2Fissue_pop.png?alt=media\&token=977119da-ee4b-4f44-a71d-c211d4f1952b)

### Step 5: Enter Knowledge for KB Article

#### Details

Enter details of the current issue. The word “Details” will be shown as a heading, h3 (represented by the blue)

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FjxbjSvlNag1ilN0lK6es%2Fissue_det.png?alt=media\&token=06ff50db-0d11-4cce-9314-0a1749bfc716)

#### Workaround

The workaround section should include any temporary actions the user should take while the service is down. The word “Workaround” will be shown as a heading, h3 (represented by the blue)

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2F2iOEpSPpLarm3kztCeqp%2Fissue_work.png?alt=media\&token=fce0b559-8161-4bb7-8394-00d27f8951b0)

#### Resolution

Check off the resolution box (green box) and explain what the details of the resolution (red box) so that the user may resolve the issue themselves. The word “Resolution” will be shown as a heading, h3 (represented by the blue)

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FUX4Q9BVR5bThkxuxcfRR%2Fissue_res.png?alt=media\&token=c4bfe83d-7710-42fa-a8c5-da3fa93d6064)

#### Related Article

Below the answer, manually enter "Related Article" and then tag the link to the title of the related article.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-MkdzgfiQf3AlKZVdyBv%2Frelated_art.png?alt=media\&token=24e5fc69-cb43-4d90-865d-0eb4eecf9e4a)

#### Meta

Enter in words that are helpful for individuals who might benefit from the document:&#x20;

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mkdzojry_bYwsW6NXix%2Fmeta.png?alt=media\&token=0dbe68c7-1ff3-4ae5-a1e9-05b9019e1d97)

### Step 6: Save & Publish

Select the “Save” button to save your knowledge article. Then select the “Publish” button to publish your article to the KB article destination that you selected.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjpqCrM5VF0pRTFJztg%2Fstep_6.png?alt=media\&token=6bc3da9f-a935-4ab2-b1df-d8ed66d23ebc)

### Step 7: Preview your article

Review your article after you publish it to make sure the information is displayed correctly.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Ml9F1dwPmL92gcjR6_3%2F-Ml9GhGwF3P1KuSqfydp%2FScreen%20Shot%202021-10-04%20at%203.48.39%20AM.png?alt=media\&token=58df5427-b017-47b8-8f2c-b1052ea89188)


# Service Description Template

## Overview

The Service Description article template allows you to share detailed information about a service or platform in use.

### Example of Service Description

Here's an example of how a completed Service Description article looks:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Ml9HW62AuGk8p2Jt4v5%2F-Ml9HqzuUONeDZtJHUx9%2FScreen%20Shot%202021-10-04%20at%203.53.37%20AM.png?alt=media\&token=d9bc635a-8c2a-4159-b46f-27a1d0f4341c)

### Use Cases

Service Description articles are a common way to deliver information,  but it's important to know when it is appropriate to use this format.

#### When to use

You should create a Service Description article to:

* Deliver information about a business, technical, application, web, or any kind of service&#x20;

#### When to NOT use

You should not use a Service Description article to:

* Troubleshoot a service application or any software

## Anatomy of the Form

### Main Sections

The **Service Description** article template gives you two pre-set sections in your article:

1. **Service Overview**
2. **Service Level Agreements (SLAs)**

These two sections have **predefined headings**. This means that each section will have their corresponding headings applied by default. You do **NOT** need to create these headings. You will be able to view the headings **after** you've published your article.&#x20;

Reference the image below to see the headings that are automatically applied. Select the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FeGuSP5vSebMZZwzkLocu%2Fservice_anat.png?alt=media\&token=02567111-ce73-4482-9542-ed2521232459)

### Sub-Headings & Accessibility Requirements

Because headings are applied automatically as **H3 Heading elements**, you will need to use the **H4 headings** if you decide to add a child heading to each of the corresponding sections.

Reference the image below for an example of an **H4 Heading** being applied. Select the image to magnify.

### Adding Related Articles

You can support your article with a related articles section. This may help your customer answer another question they may have similar to that topic. This section needs to be manually added at the end of the "Answer" section when creating the document. See example below. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mke1Um7PrlPr8QcogaI%2Frelated_art.png?alt=media\&token=a8cb56e2-b3b7-4488-88b9-d6848b91e7d0)

### Adding Images

To add images to your article, you may either **copy and paste** the images in text field, or you can select the insert image tab and **upload an image** from your computer.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mke1fq03P0ffd1-A0j7%2Fins_images.png?alt=media\&token=ffbab0d7-9d18-481c-aaf5-56b965c5f4f8)

## Good vs. Bad Examples

### Good Example

The example below showcases the correct implementation of a Service Description article. It includes the following components: a **service overview, service level agreements (SLAs)**, and an optional **related article** section. All unrelated information to the question, but related to the topic is linked below the article. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2Fx8WPeRLvflYxCyZWBATc%2Fservice_good.png?alt=media\&token=9bfd6bfb-1073-4dd2-8849-446fff77c4a8)

### Bad Example

The example below includes an example of a Service Description article used incorrectly. This is incorrect because it does not include any of the predefined headers that help organize the sections. It includes all of service description information, but in the wrong format. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FY6iK0W5JelEhdp9MO9UH%2Fservice_bad.png?alt=media\&token=804e75d1-4661-4fbf-9e57-1ce22ebcb421)

## How to Implement Template

### Step 1: Navigate to Knowledge Bases

Type “knowledge” in the filter navigator on the left hand side and press enter.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppT9M26spBMzVmJBi%2Fstep_1.png?alt=media\&token=719d7683-6bf3-4d3d-8491-14ee88aa3a71)

### Step 2: Find “Create Article” Option

After the “Knowledge Bases” screen loads, click the “Create an Article” button on the top right.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppVfLddfLqSh4Ryck%2Fstep_2.png?alt=media\&token=f1677326-9ce0-4bc1-9221-dd5580db42da)

### Step 3: Choose Knowledge Article Type

First select the knowledge base that you want your article to be stored in. Then, select the article template that you want. This will populate a preview of that template with sample text. If it is representative of way you want to deliver the information, click next. If not, select another template that may be more representative.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FZwR8q2ylqiVFENIC0owI%2Fservice_nav.png?alt=media\&token=f04e9673-0024-4962-9720-06264c675ea2)

### Step 4: Populate Required Fields

Fill out information to properly categorize your article. In the short description field, enter a brief description of the content of the article. Describe in **twelve** **words** or less. This will be the title of your article.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FkdxRKWjEmcsK8nGJ2vMy%2Fservice_pop.png?alt=media\&token=b838a069-1008-4d76-b07e-f1375d0cefce)

### Step 5: Enter Knowledge for KB Article

#### Service Overview

Enter a description of what the service is and what it provides. The word “Service Overview” will be shown as a heading, h3 (represented by the blue).

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FdGBpvdXj9BQpitr2mAUy%2Fservice_overview.png?alt=media\&token=b584c8d9-1ab9-4547-9bcc-c0da87456cdb)

#### Service Level Agreements (SLAs)

Enter the service level agreement here. An SLA is a contract between the service provider and the customer in which the service provider explicitly defines the quality, availability, responsibilities of the service they intend to offer. The word “Service Level Agreements (SLAs)” will be shown as a heading, h3 (represented by the blue).

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FlAVkJ8uwP9tED2wh9n90%2Fservice_SLA.png?alt=media\&token=024c3b59-c7cc-4a63-8a5d-0c077577f412)

#### Related Article

Below the answer, manually enter "Related Article" and then tag the link to the title of the related article.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-MkdzgfiQf3AlKZVdyBv%2Frelated_art.png?alt=media\&token=24e5fc69-cb43-4d90-865d-0eb4eecf9e4a)

#### Meta

Enter in words that are helpful for individuals who might benefit from the document:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2Fp7ZR8bFmWqzIablMdasn%2Fservice_meta.png?alt=media\&token=0e1cb95f-cad7-4929-99b5-116e480aa082)

### Step 6: Save & Publish

Select the “Save” button to save your knowledge article. Then select the “Publish” button to publish your article to the KB article destination that you selected.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjpqCrM5VF0pRTFJztg%2Fstep_6.png?alt=media\&token=6bc3da9f-a935-4ab2-b1df-d8ed66d23ebc)

### Step 7: Preview your article

Review your article after you publish it to make sure the information is displayed correctly.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FHvF5oYIxJoM9cjJXtlSl%2Fimage.png?alt=media\&token=12c3cc77-86f9-4fbc-98de-83323da73b90)


# What Is Template

## Overview

The What Is article template allows you to share information in a glossary/dictionary format. This article is created for defining terms, abbreviations, acronyms, or anything internal.

### Example of What Is

Here's an example of how a completed What Is article looks:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Ml9HW62AuGk8p2Jt4v5%2F-Ml9IbUCXCmkv3tX6pdS%2FScreen%20Shot%202021-10-04%20at%203.57.01%20AM.png?alt=media\&token=039c941c-923b-438f-9929-92c997a140f0)

### Use Cases

What Is articles are a common way to deliver information,  but it's important to know when it is appropriate to use this format.

#### When to use

You should create a What Is article to:

* Define terms
* Define acronyms&#x20;
* Define internal vernacular

#### When to NOT use

You should not use a What Is article to:

* Deliver information that requires multiple steps&#x20;
* Deliver information that doesn't have a simple answer

## Anatomy of the Form

### Main Sections

The **What Is** article template gives you two pre-set sections in your article:

1. **Introduction**
2. **Explanation**

These two sections have **predefined headings**. This means that each section will have their corresponding headings applied by default. You do **NOT** need to create these headings. You will be able to view the headings **after** you've published your article.&#x20;

Reference the image below to see the headings that are automatically applied. Select the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2F5GID06Ms86SBZYmoljDJ%2Fwhat_anat.png?alt=media\&token=0dddb76c-d8ac-41d0-976d-4c78f8072e4c)

### Sub-Headings & Accessibility Requirements

Because headings are applied automatically as **H3 Heading elements**, you will need to use the **H4 headings** if you decide to add a child heading to each of the corresponding sections.

Reference the image below for an example of an **H4 Heading** being applied. Select the image to magnify.

### Adding Related Articles

You can support your article with a related articles section. This may help your customer answer another question they may have similar to that topic. This section needs to be manually added at the end of the "Answer" section when creating the document. See example below. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mke1Um7PrlPr8QcogaI%2Frelated_art.png?alt=media\&token=a8cb56e2-b3b7-4488-88b9-d6848b91e7d0)

### Adding Images

To add images to your article, you may either **copy and paste** the images in text field, or you can select the insert image tab and **upload an image** from your computer.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mke1fq03P0ffd1-A0j7%2Fins_images.png?alt=media\&token=ffbab0d7-9d18-481c-aaf5-56b965c5f4f8)

## Good vs. Bad Examples

### Good Example

The example below showcases the correct implementation of a What Is article. It includes the following components: an **introduction**, an **explanation**, and an optional **related article** section. Although an introduction section is available, it is not compulsory because of redundancy. All unrelated information to the question, but related to the topic is linked below the article. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FdCXn4jBYeer1wUN32Lfs%2Fwhat_good.png?alt=media\&token=52445ae9-db47-4911-87e6-4913e3c9083b)

### Bad Example

The example below includes an example of a What Is article used incorrectly. This is incorrect because it includes a description of how to create a job opening. The purpose of a What Is article is to define, not give instructions. A "How-To" knowledge article would have been a better fit for the content on this article. Select the image to magnify:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FDm9qY9Ki7lzdxKcoZQnG%2Fwhat_bad.png?alt=media\&token=e2b18ba1-0520-4d71-a174-ed01fb1cbd53)

## How to Implement Template

### Step 1: Navigate to Knowledge Bases

Type “knowledge” in the filter navigator on the left hand side and press enter.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppT9M26spBMzVmJBi%2Fstep_1.png?alt=media\&token=719d7683-6bf3-4d3d-8491-14ee88aa3a71)

### Step 2: Find “Create Article” Option

After the “Knowledge Bases” screen loads, click the “Create an Article” button on the top right.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjppVfLddfLqSh4Ryck%2Fstep_2.png?alt=media\&token=f1677326-9ce0-4bc1-9221-dd5580db42da)

### Step 3: Choose Knowledge Article Type

First select the knowledge base that you want your article to be stored in. Then, select the article template that you want. This will populate a preview of that template with sample text. If it is representative of way you want to deliver the information, click next. If not, select another template that may be more representative.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FdW862MZH97vCyWUMjem5%2Fwhat_nav.png?alt=media\&token=21bd4f7c-0fcd-4f84-ac5e-987a846e7979)

### Step 4: Populate Required Fields

Fill out information to properly categorize your article. In the short description field, eEnter the actual word or term you want to define. This will be the title of your article.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FIP8vR0viBiSUqFR4j0h6%2Fwhat_pop.png?alt=media\&token=4f7bc290-98ee-4abb-986d-99fcf96d1beb)

### Step 5: Enter Knowledge for KB Article

#### Introduction

Enter the actual word or term you want to define. The word “Introduction” will be shown as a heading, h3 (represented by the blue).

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2FBnqd0AOA8FEzeORPp8Mh%2Fwhat_intro.png?alt=media\&token=5a9aec3f-f572-49e0-a7f1-0939d442c51c)

#### Explanation

Enter the definition of the term you want to define. The word “Explanation” will be shown as a heading, h3 (represented by the blue).

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2F5AxINym48YRjornZby9z%2Fwhat_explain.png?alt=media\&token=c662ff58-6a7d-44c6-898f-271f8c926833)

#### Related Article

Below the answer, manually enter "Related Article" and then tag the link to the title of the related article.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MkcyqSTqzKfO0eMnga4%2F-Mke1Um7PrlPr8QcogaI%2Frelated_art.png?alt=media\&token=a8cb56e2-b3b7-4488-88b9-d6848b91e7d0)

#### Meta

Enter in words that are helpful for individuals who might benefit from the document:

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8L7pd9MFiA8_rutARh%2Fuploads%2F0mNHXfwPZyf7QmOlHeu2%2Fwhat_meta.png?alt=media\&token=d2a9e3e2-e316-4472-aae0-4bb6e6ba8ca5)

### Step 6: Save & Publish

Select the “Save” button to save your knowledge article. Then select the “Publish” button to publish your article to the KB article destination that you selected.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MjppMO60w1G5b_CFH1e%2F-MjpqCrM5VF0pRTFJztg%2Fstep_6.png?alt=media\&token=6bc3da9f-a935-4ab2-b1df-d8ed66d23ebc)

### Step 7: Preview your article

Review your article after you publish it to make sure the information is displayed correctly.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-Ml9HW62AuGk8p2Jt4v5%2F-Ml9IbUCXCmkv3tX6pdS%2FScreen%20Shot%202021-10-04%20at%203.57.01%20AM.png?alt=media\&token=039c941c-923b-438f-9929-92c997a140f0)


# Contribute To the Design System

One of the best ways to influence the visual language of the service portal is by contributing to the design system.

If you have an idea, suggestion, or if something in the KM Design System isn't working for you, please [submit an Enhancement Request](https://gatech.service-now.com/home?id=sc_cat_item\&sys_id=6370e4a27f000001566a807122777e84).

You can request anything from a writing standard to a new web component; however, it's important to include the following points in your submission:

* **Short Description:** Include **KM Design System** in the text field, followed by a few words to describe your suggestion.
* **Description:** Provide an overview of your idea. A picture is worth 1000 words, so please attach any images that might help communicate your idea.
  * **Default:** What should be the standard? For example if you're suggesting a rotating star web component, then how large should it be and in what color?
  * **Variants:** Are there any variations to the default configuration?
  * **Use Case:** In what scenario should other contributors use this in their knowledge articles?
  * **Do's & Don'ts:** Provide examples of incorrect usage of this element as well as correct examples. Please include descriptive text if you have mockups or images.
  * **Code Snippet**: Is there a piece of code you recommend to implement this feature? Is there a standard template that other knowledge contributors can copy/paste and customize?

#### [OK, I'm Ready to Make a Contribution!](https://gatech.service-now.com/home?id=sc_cat_item\&sys_id=6370e4a27f000001566a807122777e84)


# Requesting Help

If you're having trouble creating a KB article and would like some assistance, you can ask for help!

## Training&#x20;

A variety of training programs are offered by OIT. View the[ **ServiceNow Training Options**](https://gatech.service-now.com/home?id=kb_article_view\&sysparm_article=KB0011901) for a list of courses and registration details.

## Hands-On Assistance?

While this list is not definitive, below are a few examples:

* Writing
* Page Layouts
* Graphic Design
* Table Formatting & Structure
* Flowchart Design (in lieu of Vizio PDFs)
* Category Descriptions

### &#x20;How Can You Ask For Help?

* [Submit a Help Request](https://gatech.service-now.com/technology?id=sc_cat_item\&sys_id=4d3f74d4db981490fc9efe8d0f96197f) in the IT Portal at Services.gatech.edu. Include "Category: Website Design" in your short description.
* Post your question in the [ServiceNow Champions](https://gatech.service-now.com/technology?id=sc_cat_item\&sys_id=4d3f74d4db981490fc9efe8d0f96197f) group in Teams. Depending on your role, you may not have access to the channel and will need to contact your category approver to do so.


# Accessible Writing

We’re always working to make our content more accessible and usable to the widest possible audience. Writing for accessibility goes way beyond making everything on the page available as text. It also affects the way you organize content and guide readers through a page. Depending on the audience and country, there may be laws governing the level of accessibility required. At minimum, an accessible version should be available. Accessibility includes users of all mental and physical capacities, whether situational (broken glasses!) or more permanent.

### Basics

We write for a diverse audience of readers who all interact with our content in different ways. We aim to make our content accessible to anyone using a screen reader, keyboard navigation, or Braille interface, and to users of all cognitive capabilities.

As you write, consider the following:

* Would this language make sense to someone who doesn’t work here?
* Could someone quickly scan this document and understand the material?
* If someone can’t see the colors, images or video, is the message still clear?
* Is the markup clean and structured?
* Mobile devices with accessibility features are increasingly becoming core communication tools, does this work well on them?

Many of the best practices for writing for accessibility echo those for [writing technical content](https://styleguide.mailchimp.com/writing-technical-content), with the added complexity of markup, syntax, and structure.

### Guidelines

#### Avoid directional language

Avoid directional instructions and any language that requires the reader to see the layout or design of the page. This is helpful for many reasons, including layout changes on mobile.

* Yes: “Select from these options,” (with the steps listed after the title)
* No: “Select from the options in the right sidebar.”

### Use Headers

Headers should always be nested and consecutive. Never skip a header level for styling reasons. Read the [**Headers section**](/headings) for guidelines on applying the correct headers.

#### Employ a hierarchy <a href="#header-3-employ-a-hierarchy" id="header-3-employ-a-hierarchy"></a>

Put the most important information first. Place similar topics in the same paragraph, and clearly separate different topics with headings.

Starting with a simple outline that includes key messages can help you create a hierarchy and organize your ideas in a logical way. This improves scannability and encourages better understanding.

Make true lists instead of using a paragraph or line breaks.

#### Label forms <a href="#header-3-label-forms" id="header-3-label-forms"></a>

Label inputs with clear names, and use appropriate tags. Think carefully about what fields are necessary, and especially which ones you mark as required. Label required fields clearly. The shorter the form, the better.

#### Use descriptive links <a href="#header-3-use-descriptive-links" id="header-3-use-descriptive-links"></a>

Links should provide information on the associated action or destination. Try to avoid “click here” or “learn more.”

#### Use plain language <a href="#header-3-use-plain-language" id="header-3-use-plain-language"></a>

Write short sentences and use familiar words. Avoid jargon and slang. If you need to use an abbreviation or acronym that people may not understand, explain what it means on first reference.

#### Use alt text <a href="#header-3-use-alt-text" id="header-3-use-alt-text"></a>

The alt tag is the most basic form of image description, and it should be included on all images. The language will depend on the purpose of the image:

* If it’s a creative photo or supports a story, describe the image in detail in a brief caption.
* If the image is serving a specific function, describe what’s inside the image in detail. People who don’t see the image should come away with the same information as if they had.
* If you’re sharing a chart or graph, include the data in the alt text so people have all the important information.

Each browser handles alt tags differently. Supplement images with standard captions when possible.

#### Make sure closed captioning is available <a href="#header-3-make-sure-closed-captioning-is-available" id="header-3-make-sure-closed-captioning-is-available"></a>

Closed captioning or transcripts should be available for all videos. The information presented in videos should also be available in other formats.

#### Be mindful of visual elements <a href="#header-3-be-mindful-of-visual-elements" id="header-3-be-mindful-of-visual-elements"></a>

Aim for high contrast between your font and background colors. Tools in the resources section should help with picking accessible colors.

Images should not be the only method of communication, because images may not load or may not be seen. Avoid using images when the same information could be communicated in writing.

### Resources <a href="#header-2-resources" id="header-2-resources"></a>

* [Accessibility cheatsheet](http://bitsofco.de/2015/the-accessibility-cheatsheet/)
* [18F Accessibility Guide](https://pages.18f.gov/accessibility/)
* [Designing for Screen Reader Compatibility](http://webaim.org/techniques/screenreader/)
* [Accessible color combinations](http://colorsafe.co/)
* [WAVE Web Accessibility Evaluation Tool](http://wave.webaim.org/)


# Fonts & Typefaces

{% hint style="info" %}
Default Georgia Tech typefaces are not rendered while editing the article. View your article in the Service Portal for an accurate depiction of your content.
{% endhint %}

By default, articles are pre-configured to apply [Institute Communications' typography standards](https://brand.gatech.edu/sites/default/files/documents/gtd8_body_styles_guide.pdf). Therefore, you do **NOT** need to adjust the typeface (aka font-family) in the KBA editor. The editor has **Verdana** set as the default; however, this typeface will not be applied when viewed in the Service Portal. If you leave the typeface configuration untouched, the standard GT typefaces will be applied.

Below is a screenshot of the typeface dropdown menu in the KBA editor.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWgRbwxHZfSEVrt2p5b%2F-MWgW1Si67cmMABK0s07%2FScreen%20Shot%202021-03-25%20at%2011.11.29%20PM.png?alt=media\&token=60153c8f-2961-4a86-94d9-45fb670fd243)

## Headings: Roboto Condensed

All headings except for the website title apply **Roboto Condensed.**&#x20;

Your article Short Description (title) will automatically apply Roboto Condensed. Refer to[ Title Capitalization](/titles) for title writing guidelines. All designated headings in your article will apply Roboto Condensed unless the typeface menu is toggled to an alternate option.

Refer to the screenshot below for a preview of headings in **Roboto Condensed.** Click the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWgZ9t6SQOL_o43WBBg%2F-MWgZOR8ETCmGRCQjsNB%2FScreen%20Shot%202021-03-25%20at%2011.26.12%20PM.png?alt=media\&token=5361a8fb-1e10-43ba-bd61-197b7d87fa29)

## Paragraphs / Regular Text: Roboto

Body copy such as paragraphs and links apply Roboto. All body copy in your article will apply Roboto unless the typeface menu is toggled to an alternate option.

Refer to the screenshot below for a preview of paragraph text in **Roboto**. Click the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWg_n3YKU65ND2-fxYk%2F-MWgaDZnfXAC9-7sSmW7%2FScreen%20Shot%202021-03-25%20at%2011.34.10%20PM.png?alt=media\&token=5ac1729a-4d56-4b6c-98b9-e7dd840ce630)


# Grammar & Mechanics

Adhering to certain rules of grammar and mechanics helps us keep our writing clear and consistent.

## Basics

**Read for all readers.** Some people will read every word you write. Others will just skim. Help everyone read better by grouping related ideas together and using descriptive headers and subheaders.

**Focus your message.** Create a hierarchy of information. Lead with the main point or the most important content, in sentences, paragraphs, sections, and pages.

**Be concise.** Use short words and sentences. Avoid unnecessary modifiers.

**Be specific.** Avoid vague language. Cut the fluff.

**Be consistent.** Stick to the copy patterns and style points outlined in this guide.

## Guidelines

### Abbreviations and acronyms

If there’s a chance your reader won’t recognize an abbreviation or acronym, spell it out the first time you mention it. Then use the short version for all other references. If the abbreviation isn’t clearly related to the full version, specify in parentheses.

* First use: Network Operations Center
* Second use: NOC
* First use: Coordinated Universal Time (UTC)
* Second use: UTC

If the abbreviation or acronym is well known, like API or HTML, use it instead (and don’t worry about spelling it out).

### Active voice

Use active voice. Avoid passive voice.

In active voice, the subject of the sentence does the action. In passive voice, the subject of the sentence has the action done to it.

* Yes: Marti logged into the account.
* No: The account was logged into by Marti.

Words like “was” and “by” may indicate that you’re writing in passive voice. Scan for these words and rework sentences where they appear.

One exception is when you want to specifically emphasize the action over the subject. In some cases, this is fine.

* Your account was flagged by our Abuse team.

### Capitalization

#### Article/Knowledge Titles

We employ a modified Title case. Read the [Title Capitalization](/titles) page for details.

**Email Addresses**

When writing out an email address or website URL, use all lowercase.

* <gpburdell@gatech.edu>
* gatech.edu

Don't capitalize random words in the middle of sentences.

* website
* internet
* online
* email

### Links

Visit the [Links](/components/links) page for requirements, writing, and implementation details.


# Headers

Due to the nature of **Article Templates** your article **Short Description (Title)** will be an H2 Heading by default. As a result, any headings inside of your article body **must** start with the H3 Heading.&#x20;

Some [**Article Templates**](/untitled#step-5-select-an-article-template) have a pre-set H3 Heading, which means that headings within these sections must start with an H4 Heading. Review the [**Article Templates**](/untitled#step-5-select-an-article-template) table for specific instructions for each template.

Reference the image below for an example of how the short descriptions automatically apply an **H2** Heading. Select the image to **magnify**.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MYf0Re1z3zoH1E9OPHO%2F-MYf0ocAUKyCHemr1_f1%2Fshort-description-title.png?alt=media\&token=83138a28-2a1d-4837-a342-31175621d80f)

#### &#x20;<a href="#header-3-employ-a-hierarchy" id="header-3-employ-a-hierarchy"></a>


# Meta Tags

## Introduction

Meta tags can quite literally mean the difference between an article being opened or not. Continue reading for the basics of meta tags and tips to optimize your indexing.

The content within your article is already indexed by ServiceNow; however, it does not account for the user's unforeseen search behavior. Meta tags can help with other potential user queries that do not appear in your article body.&#x20;

For example, your article may be about Coca-Cola and the formulation process. Some users may look for "pop" or "coke" instead of the specific keyword "Coca-Cola".  &#x20;

Put yourself in the user's shoes:

* How they would enter search terms?
* What phrases they would use when facing the issue that is addressed in the article?

## Basics

Enter your keywords into the text area and separate them by commas.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWfwg49aqfy1AqP0CN6%2F-MWg8DxmUCLQa5hN4s7L%2FScreen%20Shot%202021-03-25%20at%209.26.00%20PM.png?alt=media\&token=d0267007-d46d-4312-a45a-8e414329e139)

## Tips

### #1 - Tag Important Words

ServiceNow indexes the text in your article body by default. To improve the accuracy of search queries, comb through your article and add words that need more emphasis. Imagine if you have two articles that mention Coca-Cola in the body; the article that has "Coca-Cola" in the Meta field will rank higher if the user's search query is "Coca-Cola". You're increasing the emphasis and importance of that word.&#x20;

### #2 - Underscore Phrasing

Underscores help to tie unique keywords together in a single phrase by adding weight to that exact phrase. "soft\_drink" will bump up the article in KB results when someone searches "soft drinks" in addition to searching for "soft" and "drink" as two separate keywords that may exist separately throughout the article.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWfwg49aqfy1AqP0CN6%2F-MWgBdLWHxxLsRk1nZuh%2FScreen%20Shot%202021-03-25%20at%209.42.25%20PM.png?alt=media\&token=505fdec1-74db-45f9-a82b-7d340c1fbab3)

### #3 - Avoid Generics

By refraining from generic keywords in your Meta tags, you avoid pulling too many results. You want to be specific enough to avoid competing results in the user's search query.

### #4 - Stacking

To increase the weight of your keywords even further, ServiceNow allows for stacking. To stack your meta tags, copy your existing keywords, press return twice in the text area and paste your set of keywords again. In our example below, we have stacked our keywords three times. This will place greater weight on the keywords than an article that has them stacked only twice. As a result, the example below will rank higher.&#x20;

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWfwg49aqfy1AqP0CN6%2F-MWgFTOKjzTwMSGpmmOJ%2FScreen%20Shot%202021-03-25%20at%209.59.03%20PM.png?alt=media\&token=2213590b-b130-4fb5-b44a-21e57c5da22f)


# Title Capitalization

Titles organize pages and guide readers. A title appears at the beginning of a page or section and briefly describes the content that follows.

### Title Case

Title case is used when creating the article title. Our style includes capitalization of the first letter of every word in the article's title. This format ensures continuity across knowledge bases.

### Examples

> How Can I Access My GT Office 365 Mailbox?

{% hint style="info" %}
Don’t use punctuation in a title unless the title is a question.
{% endhint %}

### **Technical Implementation**

Titles are created in the Short Description field in the Knowledge Record interface.

![Highlighted: Short Description field that determines the article title](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MCmZ2HKVcP2jt_fB77U%2F-MCmihn5Q74cVMcc_Ud3%2Farticle_title_case_SS.png?alt=media\&token=677c3914-98f6-46b7-855c-c9295c0ab953)

### How It Should Look

![Sample title in knowledge base](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MCmZ2HKVcP2jt_fB77U%2F-MCmqj2mBaPqpS7j45V-%2Farticle_title_example_kb_SS.png?alt=media\&token=bef9e9d1-0f5d-4927-b783-3f3fc8bccf90)

![Sample title in article page](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MCmZ2HKVcP2jt_fB77U%2F-MCmqj2oZbvimruOkylZ%2Farticle_title_example_page_SS.png?alt=media\&token=6c5cd6b9-b57d-425f-92d4-0f400f0d16ca)

{% hint style="info" %}
[Title Conversion Tool: This application will capitalize your title for you.](https://capitalizemytitle.com/title/)
{% endhint %}


# Accordion

An accordion is a vertically stacked list of headers that reveal or hide associated sections of content.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MYIe9A9dJV4SZ5Zih12%2F-MYLuvrnYtIJwsKGVGHI%2Faccordion_gif%202_6.gif?alt=media\&token=d6f0cbd1-a3ef-443a-966f-4c53a5931ef0)

{% hint style="info" %}
Accordion styles are not rendered while editing the article or in the agent portal. View your article in the Service Portal for an accurate depiction of your content.
{% endhint %}

{% hint style="danger" %}
There's is a known bug when pasting body content into an accordion that causes the accordion to be "open" by default. This may be desirable for the first item in a list of accordions, but it defeats the purpose if all of them are open. [Read about the workaround. ](/components/accordions-coming-soon/accordion-bug)
{% endhint %}

## Purpose

The accordion component delivers large amounts of content in a small space through progressive disclosure. The header title gives the user a high-level overview of the content allowing the user to decide which sections to read.

Accordions can make information processing and discovery more effective. However, it does hide content from users and it’s important to account for a user not noticing or reading all of the included content. If a user is likely to read all of the content then don’t use an accordion as it adds the burden of an extra click; instead, use a full scrolling page with normal headers.

## Use Case

Refer to the screenshot for an example of accordions in use. Components of a sandwich are broken into individual accordions. The details of each sandwich component are inside of the accordion's body. Click the image to magnify it.

![Sample of an accordion in use.](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTpi9Pe3iEU_pitYqI3%2F-MTqzYu_lb6smFntVLvN%2FScreen%20Shot%202021-02-18%20at%202.27.00%20PM.png?alt=media\&token=d6ed47e2-049d-43d5-a326-fce69b41460c)

## Accordion Composition

A single accordion is comprised of two parts:

### 1: Summary

The summary is also considered the title or the heading of an accordion. If using an accordion for an FAQ, the summary is where you would place the question. Refer to the image below for an example of the summary. Click the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWgxYzLIpIWDp0Wx2k0%2F-MWgyX1C6IUhxF6DaZT_%2FScreen%20Shot%202021-03-26%20at%201.20.05%20AM.png?alt=media\&token=51fc7722-224e-4101-9b55-c560b1a2cda6)

### 2: Body

The body is the bulk of your content and the impetus for using an accordion at all. If using an accordion for an FAQ, the body is where you would place your answer to the question. Refer to the image below for an example of the body section. Click the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWgxYzLIpIWDp0Wx2k0%2F-MWgyX1C6IUhxF6DaZT_%2FScreen%20Shot%202021-03-26%20at%201.20.05%20AM.png?alt=media\&token=51fc7722-224e-4101-9b55-c560b1a2cda6)

## Ready to Apply?

Proceed to the link below to get started.

{% content-ref url="/pages/-MU2NkfLMtlesuV6FS\_f" %}
[How-To Apply Accordion](/components/accordions-coming-soon/how-to-apply-accordion)
{% endcontent-ref %}


# How-To Apply Accordion

Complete the steps below to add an accordion to KB Articles

{% hint style="danger" %}
There's is a known bug when pasting body content into an accordion that causes the accordion to be "open" by default. This may be desirable for the first item in a list of accordions, but it defeats the purpose if all of them are open. [Read about the workaround. ](/components/accordions-coming-soon/accordion-bug)
{% endhint %}

## 1. Copy the Code Snippet

Select all of the HTML code in the area below. Use the copy icon in the upper right to copy everything in a single click.

```markup
<details>
<summary>Accordion Summary</summary>
<p>Accordion Body</p>
</details>
```

## 2. **Prepare Your Article**

In the editing view, place your cursor in the exact location you'd like for your accordion(s) to appear. Do so by clicking on a text line in the standard editor view. Accordions are typically placed at the very bottom of your article.

Refer to the animated GIF below for cursor placement. Click the GIF to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWgore9AUS_mWGhIHbb%2F-MWgtsot1bTzMU8GmmhL%2Fchrome-capture%20\(22\).gif?alt=media\&token=797f13b6-937a-4c13-9e70-efbfb4647c2f)

{% hint style="info" %}
Plan Ahead: It's a good idea to know how many accordions you will need. It will save you time when you begin pasting in the HTML source code.&#x20;
{% endhint %}

## 3. View Source Code

Toggle the **Source Code** button in the editing toolbar as indicated by **< >** icons. Your cursor will automatically be placed in the code where you had specified in Step 2.

Refer to the image below for the Source Code button location. Click the image to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWgore9AUS_mWGhIHbb%2F-MWgqqxW5x9ROFZkkhV-%2FScreen%20Shot%202021-03-26%20at%2012.46.47%20AM.png?alt=media\&token=500c209a-8bf4-482c-8671-7aab93d0d1b4)

## 4. Find Your Cursor on an Empty Line

&#x20;With the Source Code window open, find your cursor and press return(enter) to start a completely new and empty line. There should be nothing on the line except your blinking cursor. If you're HTML-savvy, you can delete the empty *`<p></p>`* element in the previous line.

Refer to the animated GIF below for cursor placement on an empty line. Click the GIF to magnify.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWgzbYKqpZSnBQcDZa0%2F-MWh0h78fbBU681sNtVW%2Fchrome-capture%20\(23\).gif?alt=media\&token=020c2177-a3e8-42e6-bd35-ea42b0437734)

## 5. Paste Your Code

Paste your code snippet by pressing **CTRL+V (PC) or CMD+V** (Mac) once for every accordion that you need. For example, if you have three questions for an FAQ section, you will paste three times. Close the **Source Code** window when complete.

Refer to the animated image below for cursor placement. Click the image to magnify.

![Pasting of HTML Accordion](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWh0s4pOGXrEApBJjkR%2F-MWij-JDkpKWSv3KD2DR%2Fchrome-capture%20\(24\).gif?alt=media\&token=8ecf38b0-49b8-4144-aad3-b3cfb26aba89)

## 6. Enter Your Summary Text

Triple-click the placeholder text, "*Accordion Summary*". Once it's highlighted, begin typing or pasting your content over the existing text.&#x20;

Refer to the image below for summary text replacing.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWikD7EXbibn6uY_Gx7%2F-MWin61WfnLLx7ovW0GU%2Fchrome-capture%20\(25\).gif?alt=media\&token=4176fddc-004c-43be-b56a-2f3d6b39fc73)

## 7. Enter Your Body Text

Triple-click the placeholder text, "*Accordion Body*". Once it's highlighted, begin typing or pasting your content over the existing text.

Refer to the image below for body text placement. Click the image to magnify it.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MWikD7EXbibn6uY_Gx7%2F-MWipM8SQ3u1fIhw4chF%2Fchrome-capture%20\(26\).gif?alt=media\&token=a173e8e9-9c20-4bb2-8572-a78f30023d25)


# Accordion Bug

When using the **"Paste as Text"** feature to customize an accordion, the article editor may produce an HTML artifact in the source code that reads as ***open="open".*** See the snippet below for an example.

```markup
<details open="open">
<summary>Premise</summary>
<p>The premise of the show is, because it&rsquo;s the world according to Jeff Goldblum, it&rsquo;s me with all the information and experience that my life has entailed up til this point now plopping me I go the world of and exploration of one thing or another. It&rsquo;s not as if I do some extra homework/research/bone up on it so that I tend to know something about it and then tell you about it. No, it&rsquo;s not like that.</p>
<p>&mdash;&thinsp;Jeff Goldblum, host[3]</p>
</details>
```

As a result, your accordion(s) will be expanded upon page load. This may be a desirable effect&#x20;

![An example of the accordion bug where the content is expanded upon page load.](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MUBgJ4qJa1R6q4laRlv%2F-MUBvysYO8300tUvTZe6%2FScreen%20Shot%202021-02-22%20at%2010.29.51%20PM.png?alt=media\&token=fa6c0e05-919a-4c4a-a9be-61704c51f2f4)

## Work-Around

Open the HTML source code and delete the ***open="open"*** bit of code.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MUBgJ4qJa1R6q4laRlv%2F-MUByxb0HSPq1hWkpZSd%2Fchrome-capture%20\(17\).gif?alt=media\&token=a0a5f2ec-b842-44e9-bab1-7fc5bd674f32)

Select "OK" to close the modal window and save your work.


# Horizontal Rule

The Horizontal Rules are a great way to visually separate sections and to give the reader a visual break.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MYIe9A9dJV4SZ5Zih12%2F-MYLv27xf50c36hSgc8w%2Fhorizontal_rule_6.gif?alt=media\&token=2b448b5d-76b8-4560-b7e9-eb4ad71a89ac)

## Default

![Default Horizontal Rule](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTE-blU9WbnVZHU6UGi%2F-MTE1lA1CaDzEb_7fhtY%2FScreen%20Shot%202021-02-10%20at%209.51.13%20PM.png?alt=media\&token=22c6d260-7cfe-4a2c-af65-0f36b7486f19)

#### Use case

![Sample of a default Horizontal Rule](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTE4jAFWGR3sViE_Ilv%2F-MTEB7baTCh43LSDkVI_%2FScreen%20Shot%202021-02-10%20at%2010.43.17%20PM.png?alt=media\&token=43639e83-8d2e-4a7e-af8e-e6ac64192ef8)

## Variations&#x20;

{% hint style="info" %}
Variation styles are not rendered while editing the article or in the agent portal. View your article in the Service Portal for an accurate depiction of your content.
{% endhint %}

### Yellow to Blue Gradient

![Horizontal Rule - Yellow to Blue Gradient](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTBZH5W91DhEEmDdVLD%2F-MTDykQXvVgssvSepYa8%2FScreen%20Shot%202021-02-10%20at%209.45.09%20PM.png?alt=media\&token=68f3b3eb-9755-4375-9fc8-0ad013c125bc)

#### Use case

![Sample of the Yellow to Blue Gradient Horizontal Rule](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTE-blU9WbnVZHU6UGi%2F-MTE3hUHnhtosA_HuEsi%2FScreen%20Shot%202021-02-10%20at%2010.11.43%20PM.png?alt=media\&token=4207bdfb-c368-4cb6-b6fc-365863ce2df2)

## Code Snippets

#### Default (Available in the KB Article Editor)

```
<hr/>
```

#### Yellow to Blue Gradient

```
<hr class="my-4 gtHRylw2blu" />
```


# Images

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MYpnJef7ew7Ur9FM5PI%2F-MYuVhtGJEsCnUFFO5B-%2Fimages.gif?alt=media\&token=0041a0ae-9c4e-4ab0-9aa7-fa4f315ece94)

## Principles

Images can aid in communicating your message or facilitate your instructions. They can provide clarity to abstract ideas or messages and can show users how to complete a task.

## Alt Text

Alt text is a way to label images, and it's especially important for people who can’t see the images on our website. Alt text should describe the image in a brief sentence or two.

For more on how and why we use alt text, read the [Writing for Accessibility](/writing-for-accessibility) section.

## Sizes

Your images should be pre-sized to exact dimensions prior to uploading them into an article. This ensures that your user will see your content as you intended and reduce the load times of your knowledge article.&#x20;

{% hint style="info" %}
Do not depend on the ServiceNow editor to resize your images for you. If you do not have editing capabilities, [submit a ticket](/requesting-help-coming-soon) for assistance.
{% endhint %}

To ensure a seamless experience across all devices and platforms, it is a good practice to use standard image ratios: 16:9, 3:4, 1:1. &#x20;

Use the tabs below for sample image sizes in each ratio.

{% tabs %}
{% tab title="16:9" %}

#### 800px width, 450px height

This is the largest width you can use for any image. KB articles have a max-width of 800px that your image cannot exceed.

**Use case**

![A sample of 800px X 450px](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTE4jAFWGR3sViE_Ilv%2F-MTEN1WC4wWHSD0bG1y6%2FScreen%20Shot%202021-02-10%20at%2011.36.02%20PM.png?alt=media\&token=2786d5ac-03e4-4740-b646-552a7ed9d232)

#### 400px width, 225px height

This size is ideal for supplementing content and side-by-side comparisons.

**Use Case**

![400x225 Sample](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTEfoIhDrUfFgpnN3Oz%2F-MTGa7f2eQSaRmn1zHOG%2FScreen%20Shot%202021-02-11%20at%2012.56.12%20AM.png?alt=media\&token=42bf40fa-7d7c-4f51-9362-b2a9c12f12c8)
{% endtab %}
{% endtabs %}

####


# Links

Provide a link whenever you’re referring to something on an. Use links to point users to relevant content and trusted external resources.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MYLvAcmp0Uw1F6aHyEy%2F-MYLvFNXLdnTiBZHa7mU%2Flinks.gif?alt=media\&token=8d7ebdf0-648e-435c-850c-49f7cab70f48)

## Default

The default link uses the standard Georgia Tech link blue.&#x20;

#### Use case

![Sample of the default link style](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTnboRKbivnzYiPFdwy%2F-MTndRLw9MDB4r8f3y3w%2FScreen%20Shot%202021-02-18%20at%2012.38.08%20AM.png?alt=media\&token=bac39fb4-0d51-4da4-824b-96be6a06f967)

## Variant

{% hint style="info" %}
Variant styles are not rendered while editing the article or in the agent portal. View your article in the Service Portal for an accurate depiction of your content.
{% endhint %}

A link variant features bold black text and a thick underline in Buzz Gold.

#### Use Case

![Sample of the variant link style](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTnboRKbivnzYiPFdwy%2F-MTng46DIBL5JBxJQsi5%2FScreen%20Shot%202021-02-18%20at%2012.38.27%20AM.png?alt=media\&token=deb3b267-703b-4d8e-888f-5d5ff8d2fa4f)

{% content-ref url="/pages/-MTnnBAx6kji12TMaZF9" %}
[How To Apply Link Variant](/components/links/link-variant)
{% endcontent-ref %}

## DO's And DON'Ts

Don’t include preceding articles (a, an, the, our) when you link text. For example:

* **Yes:** Read the [automation guide](/components/links) for details.
* **No:** Read [the automation guide](/components/links) for details.

If a link comes at the end of a sentence or before a comma, don’t link the punctuation mark.

* **Yes:** Reference the [visual guide](/components/links)**.**
* **No:** Reference the [visual guide.](/components/links)

Don’t say things like “Click here!” or “Click for more information” or “Read this.” Write the sentence as you normally would, and link relevant keywords.

* **Yes:** For help, you can [submit a request](/components/links).
* **No:** For help, you can submit a request [here](/components/links).

If your link takes the reader to an external site (away from the GT Services site), don't open the site in the same browser tab. Configure the link to open the site in a new browser tab by using the "edit link" tool in your editor. Select the "Target" dropdown menu and select between "None" and "New Window".

{% hint style="info" %}
If using the "New Window" option, type "(opens in a new tab)" next to your link text. This assists users with screen readers and informs them if a link will open in a new tab.
{% endhint %}

* **None (implicit):** the link will open in the existing window or tab
* **New Window (\_blank):** the link will open in a new tab
* **Same Frame (\_self):** same as "None"
* **Top Frame (\_top):** ignore as Frames are deprecated in HTML5
* **Other (custom frame):** ignore as Frames are deprecated in HTML5

![Demonstration of modifying the URL target ](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTpg9Sos8ZNXeheFiRR%2F-MTphH7UuPHEQwdeqWFK%2Fchrome-capture%20\(11\).gif?alt=media\&token=b5b9dbfb-cd68-45a8-863f-b0ee656bea97)


# How To Apply Link Variant

Follow the steps below to apply the more stylized link variant.

#### 1. Copy the Code Snippet

```markup
<a href="https://jeffsum.com" class="gt-buzzG" title="Receive the Jeff">Receive the Jeff</a>
```

#### 2. In your KB Article editor, place your cursor where you would like to place your variant link.&#x20;

#### 3. Select the "Source Code" button in the editor toolbar. Your cursor will automatically be placed in the code where you had specified in Step 2.

**4. Paste your code snippet (CTRL+V / CMD+V) and select "OK" to go back to the standard editor.**

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTnboRKbivnzYiPFdwy%2F-MTnkQthEd1PWV92iYW6%2Fchrome-capture-paste-link-snippet.gif?alt=media\&token=305c06c5-65cf-4979-8eca-00cd13fe32f4)

#### 5. Click anywhere on your new link and select the insert link button in the toolbar to configure it.&#x20;

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTnboRKbivnzYiPFdwy%2F-MTnmwXak3ak99dX5IV7%2Fchrome-capture%20\(10\).gif?alt=media\&token=269967ab-bd38-418e-a0b1-967e7f4c01aa)

6\. Adhere to the [Do's and Don'ts](/components/links#dos-and-donts) in the Links guide.


# Tables

Data tables are used to organize data with a logical relationship in grids.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MYpnJef7ew7Ur9FM5PI%2F-MYuVuUE_KcexdgRNScs%2Ftables.gif?alt=media\&token=24602156-e95c-487b-920d-14d5b2ebd618)

## Purpose

A table is great for displaying multiple points of data across a range of items. For example, a list of technology platforms with their product name, capacity, status, cost, etc. would display well as a table.

## Accessibility Requirements

There are specific technical requirements for tables to be Section 508 compliant:

* Each column or row that is a header, must be labeled the \<th> element.
* The table must include a \<caption> element.

{% content-ref url="/pages/-MUHJyU\_fWf2Nr9Sz5gr" %}
[How To Create Accessible Tables](/components/tabular-data-tables-coming-soon/make-accessible-tables)
{% endcontent-ref %}

## Best Practices

There are 3 simple rules.

* Right-aligned numeric columns
* Left-aligned text columns
* Column names aligned according to column content

## Focus

### Focus on the most important <a href="#id-0dab" id="id-0dab"></a>

Try to position key columns from left to right (this may be the opposite way, based on the region you’re designing for) — this is based on the way we read. Columns on the left will get the most attention. We will check the other columns only if we’re interested in something specific.

> The F-Layout relies upon various eye tracking studies for its foundational concept. These scientific studies show that web surfers read the screen in an “F” pattern — seeing the top, upper left corner and left sides of the screen most… only occasionally taking glances towards the right side of the screen. These eye tracking studies argue in favor of placing the most important elements of your site (branding, navigation, call to action) on the left side of the design.You can find out more about F-patterns in this article by **Brandon Jones** [http://webdesign.tutsplus.com](http://webdesign.tutsplus.com/articles/understanding-the-f-layout-in-web-design--webdesign-687)

## Type

* Don’t Use All Caps as it is hard to read
* Avoid using Serif fonts as they create additional visual noise
* Avoid using bold and italic
* Use good fonts only

![Image for post](https://miro.medium.com/max/60/1*ot0or66Z02kp9CIG3wBoAg.png?q=20)

## Avoid Duplication

I see needless duplication very often in UI design. It has big impact on readability as it adds extra items without any value.

{% content-ref url="/pages/-MUHJyU\_fWf2Nr9Sz5gr" %}
[How To Create Accessible Tables](/components/tabular-data-tables-coming-soon/make-accessible-tables)
{% endcontent-ref %}


# How To Create Accessible Tables

Follow the steps below and learn how to make your tables accessible for screen readers.

## 1. Creating your table using the editor toolbar.&#x20;

Select the table button in your toolbar. Mouse over "Table" and configure the number of rows and columns that you require to display your data.

![A table with two columns and nine rows being created.](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MUFzobDmvEoUB0z_aK1%2F-MUHK_LODwNoxg62bVpR%2Fchrome-capture%20\(18\).gif?alt=media\&token=fdf9b9a4-c27f-4036-8034-bb359d9d41b9)

## 2. Designate your header cells.

Place your cursor inside of a header cell. Select the table button and navigate to Cell > Cell Properties. Under the "Cell Type" dropdown menu, select, "Header cell". Repeat this process for every cell in your table. This applies to headers at the top of columns AND the beginning of rows.

![A cell having the "header" cell property applied.](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MUFzobDmvEoUB0z_aK1%2F-MUHKoFfTgP0sgu-sspI%2Fchrome-capture%20\(19\).gif?alt=media\&token=c598d9cb-d124-44f0-b8a4-1f6045369660)

## 3. Apply a caption to your table

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MUFzobDmvEoUB0z_aK1%2F-MUHKvGV5rFgFWvlNz_B%2Fchrome-capture%20\(21\).gif?alt=media\&token=81d6682f-e366-46a2-999f-a503a74afb35)


# Styling & Formatting (coming soon)

[Table Cleaner](https://www.r2h.nl/html-word-excel-table-code-cleaner/index.php)


# 3 Card Layout


# Article 3 Card

Do you need a row of product cards in your knowledge article?

### Use Case

![Sample article incorporating a 3 Card Layout](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTn8O0wcOjXwC91MUf1%2F-MTn8YlPx0kBqrfeMoMA%2FScreen%20Shot%202021-02-17%20at%2010.19.10%20PM.png?alt=media\&token=c1fda020-236a-4f2f-858e-ba956dfddb85)

### How To Get This Layout

#### 1. Copy the appropriate code snippet below, depending on how many cards you would like in a single row.

{% tabs %}
{% tab title="3 Cards in a row" %}

#### Use case:

![3 Card Layout with three cards in the row](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTn7r1gIlPYLU0DINSL%2F-MTn8JY6MJosPHSO0PRl%2FScreen%20Shot%202021-02-17%20at%2010.13.55%20PM.png?alt=media\&token=56e0a833-ed22-4119-9d5c-f59a1185d489)

#### Code Snippet

```markup
<!--START OF PRODUCT ROW-->
<div class="row"><!--START OF PRODUCT ITEM-->
<div class="col-md-4">
<div class="panel panel-default">
<div class="panel-heading">
<h3 class="panel-title catalogItemTitle">Jurassic Park</h3>
</div>
<div class="panel-body gt-kba-3CLayout-card"><img style="align: baseline;" src="Contributor_Template_KBA%20_3_Card_Layout_200x112_Guidelines.svg" alt="3 card icon template for article" width="200" height="112" align="baseline" /><br />
<p>So you two dig up, dig up dinosaurs? Yeah, but John, if The Pirates of the Caribbean breaks down, the pirates don&rsquo;t eat the tourists.</p>
</div>
<div class="panel-footer catalogItemCTA"><a href="https://gatech.service-now.com/technology?id=kb_article_view&amp;sysparm_article=KB0026607" target="_blank" rel="noopener" title="Learn More">View Jurassic Park Movie</a></div>
</div>
</div>
<!--START OF PRODUCT ITEM-->
<div class="col-md-4">
<div class="panel panel-default">
<div class="panel-heading">
<h3 class="panel-title catalogItemTitle">Independence Day</h3>
</div>
<div class="panel-body gt-kba-3CLayout-card"><img style="align: baseline;" src="Contributor_Template_KBA%20_3_Card_Layout_200x112_Guidelines.svg" alt="3 card icon template for article" width="200" height="112" align="baseline" /><br />
<p>We gotta burn the rain forest, dump toxic waste, pollute the air, and rip up the OZONE! 'Cause maybe if we screw up this planet enough, they won't want it anymore!</p>
</div>
<div class="panel-footer catalogItemCTA"><a href="http://lawn.gatech.edu/gtother" target="_blank" rel="noopener" title="Learn More">Watch the ID movie</a></div>
</div>
</div>
<!--START OF PRODUCT ITEM-->
<div class="col-md-4">
<div class="panel panel-default">
<div class="panel-heading">
<h3 class="panel-title catalogItemTitle">The Life Aquatic</h3>
</div>
<div class="panel-body gt-kba-3CLayout-card"><img style="align: baseline;" src="Contributor_Template_KBA%20_3_Card_Layout_200x112_Guidelines.svg" alt="3 card icon template for article" width="200" height="112" align="baseline" /><br />
<p>Wh-what is-h-how did you get my espresso machine? You're a very talented young man, with your own clever thoughts and ideas. Do you need a manager?</p>
</div>
<div class="panel-footer catalogItemCTA"><a href="http://lawn.gatech.edu/gtvisitor" target="_blank" rel="noopener" title="Learn More">More on The Life Aquatic</a></div>
</div>
</div>
</div>
```

{% endtab %}

{% tab title="2 Cards in a row" %}

#### Use case:

![3 Card Layout with two cards in the row.](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTn7r1gIlPYLU0DINSL%2F-MTn8CEJQef3ZIPxvx6c%2FScreen%20Shot%202021-02-17%20at%2010.14.08%20PM.png?alt=media\&token=d13165de-7c69-4a5b-90a7-7ab69fd66768)

#### Code Snippet

```markup
<!--START OF PRODUCT ROW-->
<div class="row"><!--START OF PRODUCT ITEM-->
<div class="col-md-4">
<div class="panel panel-default">
<div class="panel-heading">
<h3 class="panel-title catalogItemTitle">Jurassic Park</h3>
</div>
<div class="panel-body gt-kba-3CLayout-card"><img style="align: baseline;" src="Contributor_Template_KBA%20_3_Card_Layout_200x112_Guidelines.svg" alt="3 card icon template for article" width="200" height="112" align="baseline" /><br />
<p>So you two dig up, dig up dinosaurs? Yeah, but John, if The Pirates of the Caribbean breaks down, the pirates don&rsquo;t eat the tourists.</p>
</div>
<div class="panel-footer catalogItemCTA"><a href="https://gatech.service-now.com/technology?id=kb_article_view&amp;sysparm_article=KB0026607" target="_blank" rel="noopener" title="Learn More">View Jurassic Park Movie</a></div>
</div>
</div>
<!--START OF PRODUCT ITEM-->
<div class="col-md-4">
<div class="panel panel-default">
<div class="panel-heading">
<h3 class="panel-title catalogItemTitle">Independence Day</h3>
</div>
<div class="panel-body gt-kba-3CLayout-card"><img style="align: baseline;" src="Contributor_Template_KBA%20_3_Card_Layout_200x112_Guidelines.svg" alt="3 card icon template for article" width="200" height="112" align="baseline" /><br />
<p>We gotta burn the rain forest, dump toxic waste, pollute the air, and rip up the OZONE! 'Cause maybe if we screw up this planet enough, they won't want it anymore!</p>
</div>
<div class="panel-footer catalogItemCTA"><a href="http://lawn.gatech.edu/gtother" target="_blank" rel="noopener" title="Learn More">Watch the ID movie</a></div>
</div>
</div>
</div>
```

{% endtab %}

{% tab title="1 Card in a row" %}

#### Use case:

![3 Card Layout with only one card in the row](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTn7r1gIlPYLU0DINSL%2F-MTn83iU6PAd6l1bqTvn%2FScreen%20Shot%202021-02-17%20at%2010.14.26%20PM.png?alt=media\&token=829b735b-4887-466b-90eb-1354cea5dc17)

#### Code Snippet

```markup
<!--START OF PRODUCT ROW-->
<div class="row"><!--START OF PRODUCT ITEM-->
<div class="col-md-4">
<div class="panel panel-default">
<div class="panel-heading">
<h3 class="panel-title catalogItemTitle">Jurassic Park</h3>
</div>
<div class="panel-body gt-kba-3CLayout-card"><img style="align: baseline;" src="Contributor_Template_KBA%20_3_Card_Layout_200x112_Guidelines.svg" alt="3 card icon template for article" width="200" height="112" align="baseline" /><br />
<p>So you two dig up, dig up dinosaurs? Yeah, but John, if The Pirates of the Caribbean breaks down, the pirates don&rsquo;t eat the tourists.</p>
</div>
<div class="panel-footer catalogItemCTA"><a href="https://gatech.service-now.com/technology?id=kb_article_view&amp;sysparm_article=KB0026607" target="_blank" rel="noopener" title="Learn More">View Jurassic Park Movie</a></div>
</div>
</div>
</div>
```

{% endtab %}
{% endtabs %}

#### 2. Paste the code snippet into your article's HTML source code, just beneath your existing code.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTbHWavyIKssvQQCCCX%2F-MTiWQtrxOo77C86KyIB%2F3card-KBA-Layout-Paste%20Code.gif?alt=media\&token=1f50ea85-544b-4d4a-aca6-b3de9ed0d6c5)

#### &#x20;3. Edit your card titles <a href="#id-3-edit-your-general-description" id="id-3-edit-your-general-description"></a>

Double-click (or triple-click) the placeholder title. Once it is highlighted in light-blue, you may begin to type or paste your new card title.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTbHWavyIKssvQQCCCX%2F-MTiY72UmlhjSJwvmn7f%2F3card-KBA-Layout-Replace%20Titles.gif?alt=media\&token=0c1b4fe4-4005-4b42-a2d0-3a602bc92988)

#### 4. Prepare your imagery to replace the default placeholders.

In most cases, your imagery will be a logo or icon. Create your icon per the specifications below (template available). If you're using a photo, please be sure that it is size to the specifications below and [optimized for web](/components/images).

![Your icon should not exceed the 150x92 white footprint](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTbHWavyIKssvQQCCCX%2F-MTiZjxdPQoJeiuiKjj_%2F3%20Card%20Icon%20Template%20200x112_16-9%20AR-01.svg?alt=media\&token=ceecaafc-6f1f-42e7-a650-59ef769c9ca8)

* Format SVG (preferred for logos & iconography), PNG, JPG
* Grayscale color mode preferred (black & white)
* Dimensions: 200px wide X 112px height
* Padding: horizontal - 25px, vertical 10px

{% file src="/files/-MTiabtEC-9Y8ogEnPm8" %}
Download the Icon Template - .AI File
{% endfile %}

{% hint style="info" %}
If you need assistance with creative/logo/iconography assets, please [submit a request to the Website Development & Support team](/requesting-help-coming-soon)
{% endhint %}

#### **5. Replace the placeholder images**

Click the placeholder icon. Once highlighted in light-blue, select the image tool, and select "Attachment" as the type. Select the paperclip to upload your new image.&#x20;

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTk_SoBMIflCnQWbolV%2F-MTkb8HApeENeUa6xaiw%2FKBA%20-%203%20card%20-%20upload%20icon.gif?alt=media\&token=bf6ae45c-551b-4731-8cc9-84d030722166)

Set the image configurations to those below and select "Save".

* Add a description into the [Alt Text (Required)](/writing-for-accessibility) and Tooltip (optional) fields.
* Alignment: Baseline (default)
* Border Thickness: (blank)
* Spacing: Horizontal (blank), Vertical (blank)
* Size: Width (200), Height (112)

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTkcyFJCU3BYXIHWsLf%2F-MTkeFeWo53w0h4J-mDM%2FKBA%20-%203%20card%20-%20icon%20spec%20settings%20\(1\).gif?alt=media\&token=e45f1161-ecd2-4ccb-9891-d1743c3ef34c)

#### **6. Edit your short descriptions**

This should be a SHORT description of your content (145 characters MAX). If you exceed 145 characters (5 lines of text), your text will be truncated with an ellipsis. Double-click (or triple-click) the placeholder copy. Once it is highlighted in light-blue, you may begin to type or paste your new card description.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTkcyFJCU3BYXIHWsLf%2F-MTkm5u4ecNyhX-n5x2S%2F3%20card%20layout%20replace%20description.gif?alt=media\&token=2a4d460a-eec2-45da-9dd6-e4b08a46fc81)

#### **7. Edit your call-to-action (CTA)**

Your CTA should be short and specific. Follow the [links best practices](/components/links). If you don't have a CTA, you can delete the placeholder.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTkcyFJCU3BYXIHWsLf%2F-MTkqy6AIgucXOC7LYNm%2Fupdating%20CTA%20\(1\).gif?alt=media\&token=df4c1382-c846-42f7-8a63-c4a064c366af)

#### **8. Repeat Steps 3–7 for any remaining cards.**

#### **9. Add more rows of cards (optional).**

To add more rows of cards, repeat the process from Step 1.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MTkcyFJCU3BYXIHWsLf%2F-MTkvTRXvb5kq0U8Yfwq%2Fpasting%20a%20new%20row.gif?alt=media\&token=00d880ab-77a4-4e07-8c4c-6e005834534c)

#### 10. Save your changes.


# Category Desc 3 Card

Are you using an article as your category description? Do you have multiple items or products that you'd like to separate into individual cards? The 3 Card Layout may be the solution for you.

### Use Case

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MKa5VOAwkL7YMa4i79G%2F-MKa6Knv_nvEk7c4ScC1%2FScreen%20Shot%202020-10-26%20at%202.13.01%20PM.png?alt=media\&token=54dadc93-28f8-48d8-b93c-75b9a7c2621e)

### How To Get This Layout

#### **1. Copy the code snippet below**

```markup
<div class="row">
<p>Did he just throw my cat out of the window? Checkmate... Must go faster. I was part of something special. I was part of something special. You know what? It is beets. I've crashed into a beet truck. Yes, Yes, without the oops! God help us, we're in the hands of engineers.</p>

</div>
<!--START of Product Row-->
<div class="row"><!--START OF PRODUCT ITEM-->
<div class="col-md-4">
<div class="panel panel-default">
<div class="panel-heading">
<h3 class="panel-title catalogItemTitle">Sites@GeorgiaTech</h3>
</div>
<div class="panel-body catalogItemBody"><img class="catalogItemImage" src="sitesatGT_logo_bw.png" alt="sites at Georgia Tech  logo" width="250" /><p>Yeah, but John, if The Pirates of the Caribbean breaks down, the pirates don&rsquo;t eat the tourists.</p></div>
<div class="panel-footer catalogItemCTA"><a href="https://gatech.edu">Learn More</a></div>
</div>
</div>
<!--END OF PRODUCT ITEM--> <!--START OF PRODUCT ITEM-->
<div class="col-md-4">
<div class="panel panel-default">
<div class="panel-heading">
<h3 class="panel-title catalogItemTitle">Plesk Web Hosting</h3>
</div>
<div class="panel-body catalogItemBody"><img class="catalogItemImage" src="plesk_logo_bw.svg" alt="plesk logo" /><p>You know what? It is beets. I've crashed into a beet truck. Yes, Yes, without the oops! It is beets. I've crashed into a beet truck.</p></div>
<div class="panel-footer catalogItemCTA"><a href="https://gatech.edu">Learn More</a></div>
</div>
</div>
<!--END OF PRODUCT ITEM--> <!--START OF PRODUCT ITEM-->
<div class="col-md-4">
<div class="panel panel-default">
<div class="panel-heading">
<h3 class="panel-title catalogItemTitle">Dedicated Web Server</h3>
</div>
<div class="panel-body catalogItemBody"><img class="catalogItemImage" src="logo_dws_bw.svg" alt="plesk logo" /><p>You really think you can fly that thing? Yes, Yes, without the oops! Jaguar shark! So tell me - does it really exist?</p></div>
<div class="panel-footer catalogItemCTA"><a href="https://gatech.edu">Learn More</a></div>
</div>
</div>
<!--END OF PRODUCT ITEM--></div>
<!--END OF PRODUCT ROW-->
```

#### 2. Paste it into your article's HTML source code

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MKa6pGhyoul8-GG0s_5%2F-MKa9MWX2aD3AaCZAmNj%2Farticle-catalog-code-paste_102620a.gif?alt=media\&token=4013e555-efb6-4676-a9cb-e705c43f9caa)

#### 3. Edit your general description

Double-click (or triple-click) the placeholder description. Once it is highlighted in light-blue, you may begin to type or paste your new description.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MNZP8Rytywre1yMOrnG%2F-MNZRo2xomeiVlrvmxvA%2Fchrome-capture.gif?alt=media\&token=97d8cf11-9744-4e61-910d-311e3306159e)

&#x20;

#### 4. Edit the card titles

Double-click (or triple-click) the placeholder title. Once it is highlighted in light-blue, you may begin to type or paste your new title.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MNZP8Rytywre1yMOrnG%2F-MNZonOfUhp3pSjwZ1sG%2Fchrome-capture%20\(3\).gif?alt=media\&token=351c171a-089b-4e35-ba64-2434274c4ac5)

#### 5. Edit the card icon

Create your icon per the specifications below.

* SVG (preferred) or PNG format&#x20;
* Grayscale color mode preferred (black & white)
* Dimensions: 250px wide X 145px height
* Whitespace: horizontal - 20px, vertical 20px
* Alignment: Centered

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MN_DOHVMDJ2YsNgvMis%2F-MN_DaRB7mKEkBin2Rvn%2FScreen%20Shot%202020-12-02%20at%203.52.15%20PM.png?alt=media\&token=1261ebab-7451-46a1-8310-f5f4f757c137)

{% hint style="info" %}
If you need assistance with creative/logo/iconography assets, please submit a request to the Website Development & Support team.&#x20;
{% endhint %}

Click the placeholder icon. Once highlighted in light-blue, select the image tool, and select "Attachment" as the type. Select the paperclip to upload your new image. Add text into the Alt Text (Required) and Tooltip (optional) fields.&#x20;

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MNZP8Rytywre1yMOrnG%2F-MNZfbDLlgoPfXzKWl32%2Fchrome-capture%20\(2\).gif?alt=media\&token=a576ecab-7147-455f-bce9-b607f10fec21)

Set the Alignment to (not set) and the dimensions to 250 width / 145 height. Click Save.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MNZP8Rytywre1yMOrnG%2F-MNZt3grFC0a5DWerj-5%2Fchrome-capture%20\(4\).gif?alt=media\&token=67c81316-d509-4588-90e3-cd39c6e0380c)

#### 6. Edit the short description

Ideally, this should not exceed 135 characters. Additional content should be saved for the sub-page if your audience would like to learn more. Double-click the placeholder text and begin typing or pasting.&#x20;

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MNZP8Rytywre1yMOrnG%2F-MN_-1Exm9I_uuU5cxAU%2Fchrome-capture%20\(7\).gif?alt=media\&token=cdd9077c-adce-477e-aeb5-00aa8eea0e83)

#### 7. Update the Call to Action (CTA)

The CTA should be specific and concise. Click the placeholder CTA and select the insert link tool.

* **Type:** URL if the destination is a webpage or Attachment if the destination is a downloadable file (e.g. PDF)
* **URL:** Use the HTTPS protocol when possible. If sending the user to another page within services.gatech.edu, use the relative path (i.e. everything after [https://gatech.service-now.com](https://gatech.service-now.com/))
* **Text**: The CTA that your audience will see (e.g. "Order Pizza").
* **Target:** If the destination is an external website, select *New Window*, otherwise, leave it as *None*.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MNZP8Rytywre1yMOrnG%2F-MN_0YKCSC13hlMbdQxS%2Fchrome-capture%20\(8\).gif?alt=media\&token=58960170-7623-4296-adfe-f22f93933de6)

### Create an Additional Row

To create an additional row of cards, copy the code below and paste the code at the bottom of the existing code in the source.

```markup
<!--START of Product Row-->
<div class="row"><!--START OF PRODUCT ITEM-->
<div class="col-md-4">
<div class="panel panel-default">
<div class="panel-heading">
<h3 class="panel-title catalogItemTitle">Sites@GeorgiaTech</h3>
</div>
<div class="panel-body catalogItemBody"><img class="catalogItemImage" src="sitesatGT_logo_bw.png" alt="sites at Georgia Tech  logo" width="250" /><p>Yeah, but John, if The Pirates of the Caribbean breaks down, the pirates don&rsquo;t eat the tourists.</p></div>
<div class="panel-footer catalogItemCTA"><a href="https://gatech.edu">Learn More</a></div>
</div>
</div>
<!--END OF PRODUCT ITEM--> <!--START OF PRODUCT ITEM-->
<div class="col-md-4">
<div class="panel panel-default">
<div class="panel-heading">
<h3 class="panel-title catalogItemTitle">Plesk Web Hosting</h3>
</div>
<div class="panel-body catalogItemBody"><img class="catalogItemImage" src="plesk_logo_bw.svg" alt="plesk logo" /><p>You know what? It is beets. I've crashed into a beet truck. Yes, Yes, without the oops! It is beets. I've crashed into a beet truck.</p></div>
<div class="panel-footer catalogItemCTA"><a href="https://gatech.edu">Learn More</a></div>
</div>
</div>
<!--END OF PRODUCT ITEM--> <!--START OF PRODUCT ITEM-->
<div class="col-md-4">
<div class="panel panel-default">
<div class="panel-heading">
<h3 class="panel-title catalogItemTitle">Dedicated Web Server</h3>
</div>
<div class="panel-body catalogItemBody"><img class="catalogItemImage" src="logo_dws_bw.svg" alt="plesk logo" /><p>You really think you can fly that thing? Yes, Yes, without the oops! Jaguar shark! So tell me - does it really exist?</p></div>
<div class="panel-footer catalogItemCTA"><a href="https://gatech.edu">Learn More</a></div>
</div>
</div>
<!--END OF PRODUCT ITEM--></div>
<!--END OF PRODUCT ROW-->
```

At the bottom of your source code, you'll find \<!--END OF PRODUCT ROW-->. In the next line, paste the code that you copied above. If you need an additional row, you'll paste the same code at the bottom again.

![](https://3834524275-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M8L7pd9MFiA8_rutARh%2F-MN_DOHVMDJ2YsNgvMis%2F-MN_b2xALiZnofcyzK2Y%2Fchrome-capture%20\(9\).gif?alt=media\&token=c987921c-803e-4ada-a0b6-3ea74f293cbf)


# March 18, 2021 Release

[Accordions](/components/accordions-coming-soon) can now be made! This uses pure HTML w/out the use of Javascript.

[Horizontal Rule Variant](/components/horizontal-rules#variations) is now available. It is applied using a code snippet instead of the article editing toolbar. You can also just apply the CSS class yourself.

[Tables](/components/tabular-data-tables-coming-soon) have accessibility requirements such as header cell labels and captions.

[3 Card Layout for KB Articles](/patterns/3-card-layout/card-layouts-in-kb-articles) remediates the x-axis overflow issue that appeared when you would use the Category Description 3-Card Layout code in a regular KB Article.

[Meta Tags](/meta-tags) now have the basics as well as tips to improve your indexing.

[Default Fonts](/fonts) are now in place. Unless you toggle the font-family drop-down menu in the editor to something else, Institute Communications' typefaces will be applied.

**Next In the Queue**:

* Call Outs
* Buttons (call-to-action)
* KBA Template examples and guides
* Video embed requirements
* Attachments how-to
* URL Linked Content&#x20;
* Attachments & paperclip
* Headings: Accessibility Requirements
* Font Sizes
* How to use Code Snippets


