"Boyz II Men"
"The Nationals"
Knowledge Content Standard
Solution Template
How To Template
100

Finish the lyric: "Close your eyes ..."

"Make a wish"

100

Finish the lyric: "Losin' my breath ..."

"doo doo doo doo doo doo doo"

100

How many issues should be mentioned on a knowledge base article? 

Single

100

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

100

The task that the customer is hoping to accomplish

Purpose

200

When Did Boyz ll Men start their career?

1988

200

When was The National formed and where?

1999, Cincinnati

200

Symbol used for symptoms and environment fields

Bullets

200

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

200

The hardware, software, environmental conditions, and recent changes that are associated with the Objective and the Procedure.

Applies To

300

What Genre/s Are Boys ll Men?

R&B and Soul

300

What is the name of The National's third album?

Alligator

300

List "type" used for Resolution or Procedure sections

Numbered

300

The reason for the problem, if known.

Cause

300

Links to supporting documentation, caveats, or other helpful background information that’s not strictly an objective, environment, or procedure.

Additional notes

400

Who did Boyz ll Men sing "One sweet Day" with?

Mariah Carey

400

What is the name of The National's first single?

Abel

400

Additional terms related to the article which are not included in the fields, in order to improve searchability.

Meta

400

A numbered series of steps to resolve the problem, if known.

Resolution

400

Content that would be helpful to an internal staff member, but is not appropriate to share with a customer or partner

Internal Notes

500

Who guest starred in the Boyz II Men video for "I'll make love to you?"

Dwayne Martin

500

What is the name of the documentary film that has been released as a feature on "The Virginia" EP?

A Skin, a Night

500

How should hyperlinks behave in a knowledge base article?

Open in a new Window

500

When to use the "Solution Template"

Error message? Warning? Something isn’t working as expected, or isn’t producing the desired outcome?

500

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?