The Outline-Article Structure Theory
Or “How To Convert a Course Outline into Individual KB Articles?”
Each course outline was composed of at least three fundamental sections:
- Introduction (synopsis, prerequisites, audience)
- Lessons (course content)
- Finish Line (wrap up)
Each course outline must have a training article as its core where you will detail the contents of the outline. Please review the Training Article Template for further information.
Each lesson in the course outline should be oriented to cover the following topics for the ticket type:
- What does support consist of?
- Why do you 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 ticket type?
- What are the common issues and their related KB articles? > Solution Articles
- Do you need any additional knowledge or domain skills to be able to use the KB articles? > Solution Articles to domain knowledge courses.
- How do you solve tickets which do not have KB articles? > At least one solution article for troubleshooting if steps are necessary to follow.
In order for the content to be extracted from an outline:
- The content must be complete. (i.e. it can solve a ticket by itself.)
- The content must fit into the existing Solution Article Template.
- The content should be customer-facing unless there is a specific reason to make it internal (i.e. internal process, instructions that customers cannot do).
If the content fulfills these rules it should be extracted and placed in a separate article.
For further context, the criteria for placing content outside of the Instructional article is up to the Knowledge Architect; however, the following guidelines apply:
- Any content that is specific on how to use a product feature, must have its own KB article.
- Any content that is specific to resolving an issue, must have its own KB article.
- Any content that is specific to troubleshooting an issue, must have its own KB article.
See this example for a great training article divided into different solution articles.
So what do I put into the training article? Is it to be meant to only be an index?
- Yes, and no. The purpose of the training article is to guide support agents on how to approach the ticket type in question. Think of it as a tree, with branches expanding out to content in other articles.
- Any need-to-know information, explanation of concepts, or a walkthrough of the thought process agents should follow for the ticket type itself, should remain on the training article.
- Any lists of steps for users to consistently follow or content that is useful for both agents and customers should always have its separate KB article for reference.