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Support KB Style Guide

The support knowledge base is a living entity with contributions from all agents as new answers are discovered. Here are the quick primers to contributing.

Adding images

  • Images should be no wider than 750px
  • All images should have a 1px border via the WYSIWYG editor:
    Support Style Guide - Image Borders
  • Knowledge Base images go in the Technical Support >> Knowledge Base image folder
  • Screenshots should be in PNG format
  • Try to avoid resizing screenshots if possible, as they can get blurry

To add a Known Issue FAQ

  1. For Category, select "Support: Known Issue"
  2. For Department, select "Technical Support"
  3. For the question, describe the issue, adding keywords to make it search-friendly
  4. For the answer, generally follow the three-header format below (BOLD IN ALL CAPS)

THE PROBLEM

["The what and where." Describe the symptoms of the problem. Try to include all relevant keywords someone might search for here also -- for example, if a problem is specific to Internet Explorer, try to type both "Internet Explorer" and "IE".]

THE CAUSE

["The why and how." Explain what conditions lead to the problem.]

THE SOLUTION

[Give clear steps how to work around or resolve the problem.]

To add a How To FAQ

  1. For Category, select "Support: How To"
  2. For Department, select "Technical Support"
  3. For the question, describe the how-to, adding keywords to make it search-friendly
  4. For the answer, if there are more than 2 steps, use bullet points instead of paragraphs

To add a Common Response Script FAQ

Common Response Scripts are meant to be copied and pasted directly into a ticket, sometimes with blanks to fill in.

  1. For Category, select "Support: Common Response"
  2. For Department, select "Technical Support"
  3. For the question, describe the situation for the script, adding keywords to make it search-friendly
  4. For the answer, write exactly what you would write to a client, except for situational or client-specific placeholders like NAME (e.g. "Deanna"), ORGANIZATION NAME (e.g. "Reno"), ORGANIZATION TYPE (e.g. "city," "county," "district," "college")
  5. Highlight placeholder text in YELLOW and use ALL CAPS to make it obvious what to replace.