Style Guide
Article Types and Creation
This page has a brief description of each article type and explains how to create an article through Salesforce.
Article Types
Current Issues
Current Issue pages are used to keep the call center up to date on current problems that agents need to know. These appear on the home page under the Current Issues window.
Promotions
Like product pages, promotion pages contain specific information regarding our various promotions.
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General Articles
These pages are used to educate agents on general processes and policies. Most authors will be creating general articles.
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Related Articles
Related articles are condensed articles that are placed at the bottom of General Articles in dropdowns. They can also be searched for separate from General Articles.
Products
Product pages contain specific information regarding our various products. Specific information includes pricing, upsell tips, and more.
Work Queues
Work Queues are the time frames regarding specific departments and how far along they are with their processes. These can be found on the home page.
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Creating Articles
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Under the “Article Management” tab in Salesforce, click “New” to create a new Knowledge Base page.
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Choose the language you are writing the page in.
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Select the desired page type.
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Title the page.
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Select the proper Categories by clicking its corresponding “Edit” button.
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Select the proper Locations by clicking its corresponding “Edit” button.
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Check the “Partner” box in the “Channels” section. This will allow employees to see the page you are creating.
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Select the market’s corresponding approval location.
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Type a brief explanation of the page you are writing in the “Summary” box. This will be visible when agents search for your page on the Knowledge Base. 10. If the article needs to be featured on the homepage, check the “Featured Article” box.
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All edits to the page must be noted in the "Change Notes" box in the following format: Date (written mm/dd/yy): Changes that were made - Firstname and last inital.