NOTE: This knowledge article can be used as a template to develop other articles.

A 'knowledge article' is a written response to a request for information stored in a searchable physical documented or digital form - such as a database.  Knowledge Articles (KAs) are intended to act as an information source to the reader, offering:

• answers to common questions
• detailed procedures on how to perform an activity
• tutorials to explain what something is, or how to use it
• specialized procedures to diagnose, troubleshoot, and resolve problems
• general information on a topic, artifact, or item

Articles should have a consistent format and use language designed to be easily understood by their intended audience. By default an article should be written for a general, non-technical audience. As a minimum an article should include:

• A title that incorporates important keywords in the first 70 characters, avoiding use of colons, extra spaces, and "-ing" words.  The first word and proper nouns within the title should be capitalized
• A search summary of about 160 characters designed to make the mental connection between the search query or question, and the results displayed in order to encourage a click through to the article
• Search words designed to be matched with the text string of a question
• A well formed slug
• The answer or response styalized to suit the type of knowledge article
• Where appropriate, one or more related content links