Creating a knowledge base article


This article is designed to provide a cursory overview on creating a knowledge base article (KBA) in the UO Service Portal. To create a new knowledge base article, follow the instructions below.

Note: For additional style guide standards, please refer to the Related Articles panel on this page.

From the Knowledge Base

  1. Choose the knowledge base category (or sub-category) where you'd like your article to reside
  2. Click on + New Article
  3. Choose a Standard template for your article from the Template drop-down menu in the article editor
    Select the Templates drop-down menu in the editor to choose a template.
  4. Complete the following fields:
    • Subject (e.g., How to do a thing; Getting Started with this application).
    • Body (See the Knowledge Base Article Requirements Rubric for a quick reference).
    • Summary of the article.
    • Add anchors and a Table of Contents (optional, but recommended if you have three headings/subheadings or more).
    • Add tags (optional).
    • Select whether to be notified on feedback (recommended).
  5. Click Save.
  6. When your article is finalized, click on the > Submit Article button. Your article will be submitted for review.
  7. When your article has been approved by the USS Knowledge Manager, you will receive an email notification and the status of your article will be changed to Approved.

From within TDNext

For more information, please consult the Article creation from a ticket article.

Additional Assistance

For any additional questions not listed here or in the Related Articles panel, please submit a ticket to the Knowledge Management Support service page or select Create a ticket on this page.

Create a Ticket


Article ID: 35019
Wed 8/9/17 12:56 PM
Thu 2/29/24 12:12 PM

Related Articles (5)

How do I add anchors to make a table of contents in an article?
This article is designed to act as a rubric for quick reference for any UO Service Portal content creators and authors and is derived from the Knowledge Management Style Guide.
This article is designed to act as an appendix to the Knowledge Base Style Guide for clarifying the spelling and usage of any commonly used terms within IT specifically and the university more generally.
The style guide for knowledge base articles within the UO Service Portal along with links to supplemental style resources used at the university.
This article is intended to provide users within the UO Service Portal that have the ability to create, edit, and publish knowledge base articles.

Related Services / Offerings (1)

Use this service to request assistance and consultation from the USS Knowledge Manager for questions pertaining to the knowledge base style guide, documentation as a service, and general knowledge management.