PROCEDURE

This WI describes the process and steps to create and submit a KB Article for approval.

Who what where when why

REQUIREMENTS

• All centrexIT users with access to Pzzle can create new Knowledge Base Articles.

STEPS

1. Select a KB Article Template using the links at bottom of this article.

2. Open the that matches the information/situation being documented. Click the secondary action menu, the three dots in the upper right, and select “Copy.”

. Remove the Tags at the top of the KB Article.

. Click the “Save and stay here” button. Use this button as often as needed during the creation of the article.

. Create a Title for the article.

. Write a one sentence Summary of the KB Article’s content or purpose.

. In the HTML body of the KB Article, complete each section of the template using text, images, and/or videos to inform the reader.

. In the Additional details panel to the right, set the Category and Subcategory. KB00001207 defines each category.

. The Author is the user writing the KB Article.

. Next, complete one of the following:

-If the KB Article only applies to a single client, then the KB Article Owner is the vITM assigned to the client. Change the Company to the name of the client.

-If the KB Article’s content is universal across centrexIT and its clients, then the Owner is the manager of the department related to the content of the KB Article and the C_ompany_ is centrexIT.

. All KB Articles expire no more than one year from the Publish Date; if the KB Article needs to be reviewed or archived sooner than one year from the Publish Date, enter in the unique Expiry Date now.

. Optional step: If the KB Article is to be used and read by client users in the IT Care Portal, then change Public from “False” to “True.” A public KB Article requires additional approval from the Customer Success Team prior to publication.

. Click the “Save and stay here” button.

. If the KB Article is ready for approval, change Status from “Draft” to “Review.”

. Approvers will receive notifications to review the KB Article.

. If KB Article is Approved, the article will be published automatically.

REFERENCES

KB Article Templates

-KB00000309 - Work Instruction/How-To Template

-KB00000312 - Problem & Known Error Template

-KB00000315 - Client Policy Template

-KB00000318 - Frequently Asked Questions (FAQ) Template

-Categories SharePoint file: https://centrexdata.sharepoint.com/:x:/s/Knowledge/EcRjWfRzDS5NiGvXQIO_fHcB4rx0cbDS-vVUWY4yCcYylQ?