Knowledge Managment - Using Templates in Knowledge Articles in TeamDynamix

Question

What templates are available to use in Knowledge Articles and how are they used?

Answer

Templates are standardized elements that can be added to any Knowledge Article in TeamDynamix. When selected, they automatically add the needed code to the article and then allow you to continue editing as normal. There are two main categories of templates to use in the Knowledge Base:

1. General Top Level Article Templates; and
2. Enhanced Content Options

Top Level Article Templates

These templates are used to set the main overall structure of the article based on what type of article it is. They are generally used prior to entering any text in the article. To use, select the Templates dropdown and choose the template that matches the article type you are creating:

• General Information
• General Question
• How To
• Problem and Resolution
• Default Support Information Page

Enhanced Content Options

These templates are used to enhance the readability of articles, from hiding screenshots to reduce clutter to informational alerts that draw the reader's attention to useful information or warnings about potential consequences. While editing a Knowledge Article, have your cursor at the section where you want to add the enhanced content, then select the Templates dropdown and choose the template you wish to add. The current choices are:

• Add Collapsible Panel
  • These are used to hide screenshots from the reader until they are ready to view them. When you add this template, you can expand the panel by selecting it, then highlight the "Content goes here" text, and then use the Add Image button to add your screenshot.
    Panel Title

    Highlight this text and add your screenshot.

• Add Danger Alert
  • When there is a high chance that the action being described could result in adverse consequences for the user, add this alert to call it out and explain.
    These alerts highlight in red.
• Add Warning Alert
  • When there is a lower, but non-zero, chance that the action being described could result in adverse consequences for the user, add this alert to call it out and explain.
    These alerts highlight in yellow.
• Add Informational Alert
  • When there is information related to what was just described that would be useful or interesting to know, but can be safely ignored, add this alert to call it out and explain.
    These alerts highlight in blue.

Additional Info

While not necessary, it is recommended that when using the Alerts templates, to switch to the Source view and remove the empty paragraph tags that are automatically added after them. This will cut down on unnecessary whitespace. When we removed those tags in the template itself, it caused issues with the alerts not inserting properly and causing headaches when trying to format around them. The same behavior happens if you try to edit out the whitespace while not in Source mode.