Standard Template


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

Example of Standard Article

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

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

  • 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.

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

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:

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:

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 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:

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:

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.

Step 5: Enter Knowledge for KB Article

Short Description Field

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

Article Body

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

Table of Contents

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):

id = "some_name"

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

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).

Related Article

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


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

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.

Step 7: Preview your article

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

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