Use these 12 helpful guidelines to ensure your article is easy to read and adheres to the document standards.
Use the customer’s context
Capture enough information to make the issue distinct and usable. Record the issue or question in the customer’s words. This does not mean to capture bad grammar. It does mean to use the same keywords and phrases the customer uses. Use keywords that reflect the customers vocabulary (e.g., boards, KPS) and that are not already listed in the short description.
Write with the audience in mind
The solution must contain all the appropriate guidance required by the target audience. Be clear and concise. Use terminology carefully. Provide the appropriate level of direction. Write to the customer as if you were talking to them over the phone.
Don’t create duplicates
Search the knowledge base to ensure that your contribution will not be a duplicate. Duplicates create inconsistencies. If a consumer finds more than one article on a particular issue, how will they know which one is correct? If a duplicate exists, it may indicate that the original article needs to be modified to enhance findability. Adding the new context of the consumer is usually required.
Don’t reference the agent, customer, staff member, or case
Focus on the issue and the solution (e.g., Reset a Genesys password, not An customer wants to reset their Genesys password).
Number the steps
Numbered steps are easy to follow and imply that the order is important.
Keep product names proper
Consistency is created when all articles are associated with the same product name. Cloud is not the same as Genesys Cloud, WIN10 is not the same as Windows 10.
Use reasonably sized graphics
Large files can negatively affect response time. Screenshots should focus on the region of interest and not the entire screen. Images should not exceed the size of the KB window. The recommended image size is 480 x 360 pixels or smaller.
Make attachments visible
Ensure that attachments are located on an accessible file server, and that the file is a supported file type (see the style guide).
Avoid abbreviations and acronyms
Acronyms should only be used if they are defined on the first usage within an article or the acronym is a brand or is common to the audience.
Always check spelling
Many common spelling errors can be eliminated by using a spellchecker.
Follow the style guide
Articles should adhere to the standards detailed in the style guide. This ensures consistency, making articles easier to follow.
Use correct hyperlinks
Hyperlinks should point users to the intended URLs or documents and should open in a new tab. Links should not be dead or broken.
