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):

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
Deliver a resolution for the bug
Deliver information about software
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
Deliver information that requires administrative support or technical overrides
Deliver information that does not require multiple steps
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:

Issue
Environment
Cause
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.

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

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.

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:

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.

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:

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. Select the image to magnify:

How to Implement Template

Step 1: Navigate to Knowledge Bases

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

Step 2: Find “Create Article” Option

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

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.

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.

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)

Environment

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

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)

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)

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

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.