The objective of this article is to both provide a template for your own training articles and to teach you how to use it. Each section will include paragraph-text intended to explain the purpose and usage of said section. Please remember that any content which could resolve an issue on its own should be extracted and moved to a separate solution article. To format content beyond the standard KB styles, please refer to the Article Style Guide. Please do not make changes to this article.
- It is required that you do an analysis of the domain skills, prior training, and other knowledge that the intended learner needs to have prior to starting this template.
- Familiarity with this template in full is required prior to using it for your own content.
Subject Matter Overview
This section will provide foundational, background, basic, general information that the learner needs to know prior to continuing with other topics in the article. This includes how customers use the product and general responsibilities of the support agent.
This section will generally be passive information such as text descriptions of product features and functions, videos, screenshots, and links to documentation. The learner is expected to read and absorb this content.
Some leading questions you can ask yourself at a minimum:
- How does this article relate to support?
- Why do agents need to know this information in order to be able to provide great support?
- What do you actually need to know to provide support for this topic?
How to Include Subsections
If you have logical chunks of information that you want to break down within this or any of the following sections, simply add a Heading 2 and continue with your content. Don't forget to include whitespace above new headings!
Use alerts as needed to indicate:
This section will enumerate the items (tasks, questions, issues) which are encountered while providing support for this topic. In all cases, each individual item will be accompanied by a link to a solution article which provides the full scope of information.
Each link must include:
- A brief description of the problem.
- Subjective information related to the article's intended usage.
Example operations which would require a solution article:
- One of the most common questions that customers ask is how to create a user. The process is quite simple, but due to the complicated UI/UX of the software, they still ask questions. The article covers the basic steps and should provide the customer with all the information they need and deflect future tickets.
- Some advanced customers are capable of updating a database table. When these situations arise, the article gives them the information they need to not break everything. However, it is still wise to remind them via the ticket to take a backup first, even though this is mentioned in the article as well.
- This product has an article with a list of options to resolve error messages. This list is intended to catalog all the common error messages that customers encounter, along with simple, clear instructions to resolve them. It is expected that as new errors are diagnosed, this article is updated to remain current.
- For SaaS-based products, a process which needs to be readily available is how to report an outage. This article specifically contains information which is needed in addition to OM2R for certain types of outages on this product.
Use image or video content as needed to illustrate or indicate points. Images are clickable and will expand to open up in a lightbox, so make sure to use high-resolution images.
Insert image description. Click to enlarge.
Use alerts as needed to indicate:
The final section of a complete training article provides the contingency plan for when the Support Operations section does not address a problem. This is frequently encountered by L2 agents and varies by topic. The essence of this section is answering the following question: How do you solve tickets which do not have KB articles?
- To comprehensively cover all instances where troubleshooting is required, links to multiple solution articles will need to be provided.
- Additional background information, which may have been too advanced for the Subject Matter Overview section, should be added here; when it is required to effectively troubleshoot.
- Visual aids such as flow charts, database entity-relationship diagrams, and other technical documents can be very helpful in this section.
How to determine if you need to create a flowchart for your Troubleshooting section. Click to enlarge.