Knowledge Base Style Guide
Standard format for any published articles
- Linked Sample Ticket
- Step by Step Process with Screen Shots
- Bullets not numbers
- One stop shop
- Avoid linking to different processes, every article should be self contained
- If the article can't get a new employee from assignment to resolution, revise it so it does
- Lean and Mean
- Approach each topic as if it were a single ticket, don't include process variations for different vendors, be specific.
- Taxonomy
- Category should match top line issues and source of ticket
- Ex. Customer Initiated Ticket, Vendor Initiated Ticket, or Internal Initiated Ticket
- Tags should link both category and process
- Ex. Amazon Return = Customer Initiated Ticket (Category), Return (Tag 1), Vendor Specific Return (Tag 2)
- Category should match top line issues and source of ticket