Knowledge Base Roles
Knowledge Base Review Process
Editing a Knowledge Base Article
Knowledge Base Roles
- Missouri State users can access, read, and subscribe to knowledge base articles.
- Knowledge Base Editors can edit articles owned by them or by groups they are a member of. Editors cannot create new articles.
- TeamDynamix licensed users (such as Technicians) can create new articles and can edit all articles, even if they are not in the owning group. Newly created articles must be submitted prior to being published in the knowledge base.
- TeamDynamix Administrators can perform all tasks of Editor and licensed users, plus they also approve and publish any new articles.
To request a Knowledge Base Editor or TeamDynamix licensed user role, submit an access request here: TeamDynamix Request for Access or Updates.
Annual Knowledge Base Review Process
To maintaining accurate and up-to-date information in our knowledge guides, it is crucial that we conduct periodic reviews. Each year, we will send out articles to the owning departments for their expert review. If you have been sent an article for review, below is a list of question to help with what to look for as part of your review.
- Is this article unique (not duplicated in the KB or other website)?
- Is the title accurate?
- Is article content clear and complete?
- Are all links valid?
- Are all screenshots up to date?
If the answer to all questions is Yes, then please reply to the email that your review is Complete and no changes are needed.
If the answer to any question is No, make the needed updates by selecting the "Edit Article" button. You can also refer to the Editing a Knowledge Base Article guides below. Once you've completed your edits and the article is up to date and accurate, please reply to the email that your review is Complete.
If you wish for the article to be removed, please reply to the email to let us know and we will promptly archive it.
Editing a Knowledge Base Article
Add an image
- If you are creating a numbered list, create a soft break by pressing Shift + Enter at the end of your sentence to add the image between numbered items/steps.
- It's best to write all of the steps out first and then add the images when you are done. This keeps the numbers from starting over each time you insert a photo.
- To add screenshots/images to an article, you can copy/paste to create a thumbnail.
- Alternatively, you can select the Image icon on the text toolbar to upload the photo.
- Select the Upload tab.
- Browse your computer for the image file and click Send it to the Server
- Once the file is uploaded, enter the appropriate Alternative Text for the image. This is an accessibility requirement and cannot be skipped. If you don't know how to write alt text, see Writing Effective Alt Text.
- Adjust the width so that the image is no larger than 500 pixels wide. Make sure to keep the proportions locked with the lock icon.
- In the Border box, enter 1.
- Click OK to add the image to your article.
- Press Shift + Enter to add another soft break after the image. This creates visual space and keeps the image from crowding the text.
Add a link
- Never add a plain URL to a page. All links must be hyperlinks for accessibility.
- To add links to an article, use the chain Link icon in the text toolbar.
- Enter the appropriate display text. This should be descriptive of the page the link is pointing to, like the name of the article you're linking to or the name of the webpage. You should never use "Click Here" or "Link."
Add a table of contents
- Place your cursor at the beginning of the section/heading name and highlight the text, then select the Anchor icon from the text toolbar.
- Enter a one-word or hyphenated name that matches the section/heading for Anchor Name. Click OK.
- Scroll to the top of the article, above or below the introduction as appropriate, and select the Bulleted List icon.
- Type the exact section/heading name as it appears in the article.
- Highlight the name and click the Link icon on the text toolbar.
- Under Link Type, select Link to anchor in the text.
- Under By Anchor Name, select the correct anchor from the list.
- Click OK to add the link to the anchor.
- Repeat for each section/heading in the article.
Add a Youtube video
- You can place YouTube videos as appropriate within your article.
- Place your cursor where you would like the video to appear, then select the YouTube icon from the text toolbar.
- Either paste the embed code provided by YouTube or paste the URL of the video into the pop-up window.
- Click OK to add the video to your article.
Add an 'alert' or 'notice' box
To add a colored alert or notice box to an article, insert one of the below codes using the Source option on the text editor.
Green "Success" Box
<div class="alert alert-success">
<strong>Success!</strong> Indicates a successful or positive action.
</div>
Blue "Note" Box
<div class="alert alert-info">
<strong>Please Note:</strong> Indicates a neutral informative change or action.
</div>
Yellow "Alert" Box
<div class="alert alert-warning">
<strong>Please Note:</strong> Indicates an alert that might need attention.
</div>
Red "Warning" Box
<div class="alert alert-danger">
<strong>Warning!</strong> Indicates an urgent or potentially negative action.
</div>
Create a new Article
Only TeamDynamix Technicians can create a new knowledge base page. If you need a new page created and do not have sufficient permissions, submit a request here:
Please Note: Tags can be used to quickly group items with a descriptive keyword, and help users find related items of the same type, that do not live in the same place. It is better to reuse an existing tag instead of adding a new one. If no appropriate tag already exists, then creating a new one would be appropriate.
- Access the Knowledge Base from the Client Portal in TeamDynamix.
- Locate the appropriate category for the article that you are creating. If you can't find an appropriate category, contact CWhitlow@MissouriStateedu or KristiOetting@MissouriState.edu to create one.
- Make sure that the article you are wanting to create does not already exist in the Knowledge Base. Browse through the categories and do a search for related terms/keywords.
- Select the category name and click + New Article.
- Enter the title in the Subject line. If the article is an instructional, how-to guide the title should begin with "How to".
- Choose an article template from the Templates drop-down menu. Choose from:
- How-To Article
- Reference Article
- Troubleshooting Article
- Fill in the information suggested by the template. You may not need all of the sections provided, so delete the ones you do not use.
- If there is a directly related service available in the Service Catalog, change the "To request help related to this article, please see our Service Catalog" hyperlink at the bottom of the template to go directly to that service's request page.
- Enter a brief summary of the article's content in the Summary box.
- Use hyphenated tags in the Tags box to enter keywords for the article and help users search for appropriate articles. Examples: lms, account, reset-password.
- Click Save to submit the article for approval.