Articles associated with Knowledge Management process, procedures, best practices, and tips and tricks.
This article provides an introduction to individuals using the Enterprise Service Management (ESM) system to access, create, and manage knowledge articles.
Information on how attachments, such as large images, documents, PDF, spreadsheets, can be added to Enterprise Service Management (ESM) Knowledge Articles to facilitate access to information related to the article.
Information on how to address feedback on knowledge articles within the Enterprise Service Management system.
Information on elements to focus on while reviewing a knowledge article for approval within the Enterprise Service Management system.
Information on the lifecycle of a knowledge article on its journey from creation to retirement.
Information on elements to focus on while reviewing a knowledge article for publishing within the Enterprise Service Management system.
Information on how to create and use anchors to create links to locations in the same knowledge article.
An introduction to help individuals utilizing the Enterprise Service Management (ESM) system to add tags to articles, services, tickets, etc.
Information on how to format nested numbered, and bulleted lists within knowledge articles.
Information on how to use templates to add call outs to emphasis specific information within a knowledge article.
Information on how to add tables to knowledge articles to format information/data in a grid.
Information on how to embed videos hosted on Microsoft Stream, or YouTube within knowledge articles.
Information on how to add, adjust sizes, and configure responsive images to knowledge articles.
Information on the Knowledge Base (KB) Article annual review process.
This style guide is intended to provide an overview of content and formatting that should be applied to all articles in the Knowledge Base.
Information on article templates which can be leverage for quickly starting new knowledge articles within the Enterprise Service Management system.
Descriptive names are an important part of organizing, sharing, and keeping track of information. This article provides some strategies for creating effective knowledge article names/titles.
Informational article explaining how article status and life cycle impacts who can view an article.
This article provides guidance on best practices for setting alternative text on images within knowledge articles.
This article describes things to consider when writing knowledge articles within the Enterprise Service Management (ESM) system to facilitate search results.
Information on how to publish a knowledge base article.
Information on the process for retiring old articles which are no longer useful within the knowledge base.
Information on how to subscribe, or unsubscribe, to receive notifications on updates to knowledge articles and/or categories.
This article provides tips on how to take screenshots on Android, iOS/iPadOS, macOS, and Windows systems using the built-in capabilities of the respective operating systems.
This article provides guidance on best practices for using heading text formatting within knowledge articles.