What Is Template


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:

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

  • Define internal vernacular

When to NOT use

You should not use a What Is article to:

  • Deliver information that requires multiple steps

  • 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.

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 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:

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:

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, eEnter the actual word or term you want to define. This will be the title of your article.

Step 5: Enter Knowledge for KB Article


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


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

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:

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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