INTERNAL: Knowledgebase Article Content Standards

Description

Writing content for the Sage Knowledgebase? Follow the standards to ensure your article is well structured, appears correctly on the site, and meets al The standards here relate to structuring and formatting your articles. For standards on tone, voice, syntax, and other elements of writing style, see the Sage Content Style Guide in the Sage Brand Library: Sage style guidelines.

Review the  NA KCS Content Standards pdf. This document highlights the official article content standards. It also includes common KB processes.

 Process

Before publishing your article check these five points:

1. Search first! Check for existing content so you don't create a duplicate. Search articles by keyword. If there is an existing Support article, use it or update it.
2. Specify all required article properties. If you leave properties blank or get them wrong, articles may not appear where they should.
3. Write to the customer. Wherever possible, address the reader as "you". Avoid using "user" and "customer" except where specifically referring to concepts like user management, customer refunds, and so on.
4. Keep source code clean. Click the Source button and check your code. Content should use simple tags like

   ,

   ,
   , and so on. Avoid inline styles to format text, specify color, or otherwise format content.
5. Consider links. When adding a new article, consider adding links to any related articles and resources the customer may find useful. Also consider whether any existing articles would benefit from including a link to your new article.