"Boyz II Men"
Finish the lyric: "Close your eyes ..."
"Make a wish"
Finish the lyric: "Losin' my breath ..."
"doo doo doo doo doo doo doo"
How many issues should be mentioned on a knowledge base article?
Single
A brief, descriptive, unique overview of the document, often combining the initial environment and the initial symptom statement, with additional details as needed to make it unique. Keep in the customer’s language as much as possible while still being descriptive and unique.
Short Description
The task that the customer is hoping to accomplish
Purpose
When Did Boyz ll Men start their career?
1988
When was The National formed and where?
1999, Cincinnati
Symbol used for symptoms and environment fields
Bullets
A list of observable facts that characterize the undesirable behavior, starting with the most obvious and customer-identified, but continuing with those identified during the diagnostic process.
Issue
The hardware, software, environmental conditions, and recent changes that are associated with the Objective and the Procedure.
Applies To
What Genre/s Are Boys ll Men?
R&B and Soul
What is the name of The National's third album?
Alligator
List "type" used for Resolution or Procedure sections
Numbered
The reason for the problem, if known.
Cause
Links to supporting documentation, caveats, or other helpful background information that’s not strictly an objective, environment, or procedure.
Additional notes
Who did Boyz ll Men sing "One sweet Day" with?
Mariah Carey
What is the name of The National's first single?
Abel
Additional terms related to the article which are not included in the fields, in order to improve searchability.
Meta
A numbered series of steps to resolve the problem, if known.
Resolution
Content that would be helpful to an internal staff member, but is not appropriate to share with a customer or partner
Internal Notes
Who guest starred in the Boyz II Men video for "I'll make love to you?"
Dwayne Martin
What is the name of the documentary film that has been released as a feature on "The Virginia" EP?
A Skin, a Night
How should hyperlinks behave in a knowledge base article?
Open in a new Window
When to use the "Solution Template"
Error message? Warning? Something isn’t working as expected, or isn’t producing the desired outcome?
When to use a "How To Template"
The customer needs help accomplishing a task such as installing software, configuring an environment, performing a backup, or generating a report?