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:

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

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:

Service Overview
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.

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 "Answer" 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 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:

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:

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

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).

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).

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.