How to add a Knowledge Base Article
- Vivian Chandra
We need to write knowledge-base articles so that people who use Voluntarily can find help themselves before asking.
Instructions
In your browser, navigate to: voluntarily.atlassian.net/wiki/spaces/VSP/overview
On the left panel, select the article type:
About Voluntarily - why we do what we do - e.g. why are we collecting information about hobbies? why are we collecting someone’s pronouns?
Troubleshooting articles - How to do certain things on the platform - e.g. I forgot my password
How-to articles - Curated best practice from around the globe on the topics that Voluntarily users are asking for help on.
If you are creating an “About Voluntarily” article:
Hover over ‘About Voluntarily’ and Select +
Select the Blank page template (purple icon). Select “Create” (lower right button)
On the Create page, Type your title / question in ‘Give this page a title’
Type your answer, type / (forward slash) to add images, gifs, and other cool things to make it fun
Select Publish (upper right of screen)
If you are creating a “Troubleshooting” article:
Click on Troubleshooting articles and you get a page where there is a button that says “Add troubleshooting Article”
clicking on that will give you a popup to fill in.
Put your name in and click Create, finish it off by clicking on Publish.
You can use a tool like LiceCap to record short screen grabs to show what you mean. Sometimes it’s easier that a bunch of still screenshots. (see how we did it in the “How to add gif” above - how meta!
If you are creating a “How-To” article:
Click on How-To Articles, and you will get a page with a button that says “Add How-To Article”
Click on that, and you will get a pop-up which will lead you through the rest.
You can type / (forward slash) to add images, gifs, and other cool things to make it fun
No matter what type of article you have written, test whether your article can be found in a search at the customer portal:
Navigate to: voluntarily.atlassian.net/servicedesk/customer/portals
In the ‘Welcome!’ open search field, type your article title or keywords.
Your new article should be available to view.