Categorizing your support articles is important so your readers can quickly scan the page and find the information they are looking for more efficiently.
The following are step-by-step instructions on how to categorize a support article and manage their order:
1. Go to your info center homepage.
2. From there, click on the How To And Support tab, which is located next to the Overview tab. Click on the support article you wish to assign to a category.
4. From here, click on the new New Draft (sometimes labeled Edit Draft in the page is in a draft state) located right between the View published and Moderate tabs.
5. Once on the draft page, click on the Organization tab on the left-hand sidebar.
6. Underneath Category, choose the category that best fits your support article (refer to definitions above).
- ***If you've never categorized this support article before, it will have automatically been marked as General Support Information.
7. Once you are finished, click on the Publishing options tab underneath Organization on the left-hand sidebar. In order for your support article to go live, you must go to the drop down menu underneath Moderation status and press published. Then press the Save button at the bottom of the page.
1. Go to your info center homepage.
- ***It is easiest to do this via the breadcrumbs (i.e. the navigation pathways typically found above the page you are viewing) Example: Home>Services and Software>All Services and Software>Internet & Network
2. From here, click on the Manage Support Articles tab, which will be located right next to the Moderate tab and underneath the info center's name.
3. On this page you will be presented with two columns: Category and Operations.
4. Underneath the Category column, you can manage the order your support articles appear in. You can do this by using the crosshairs (located to the left of the article's box) and dragging them up or down. The box will turn yellow during this process and you will be able to drop the article into your desired order.
- Note: If you do not see crosshairs and instead see order numbers under the Order column, select Save or Hide row weights until you see the crosshairs.
5. When you are finished organizing the support article categories, press Save.
6. Underneath the Operations column, you can further organize the support articles within that specific category by clicking on Order Support Articles. Here, you use the same crosshair drag/drop method to change the order of the support articles.
7. You also have the ability to edit your articles from here. Simply click on Edit Article underneath the Operations column. This will take you to a draft page where you can edit the support article's content.
8. Once your articles are categorized how you like, make sure to press the Save button at the bottom of the page to update it.
Definitions for the most frequently used support article categories:
- “Get Started” – Reserved for Step-by-step training documents. Current short articles that are individual tutorial steps should be merged into one article using FAQ collapsible feature.
- “General” – Reserved for service level information that is static and will not change frequently (i.e. IT Departmental Contacts)
- “Frequently Asked Questions” – Reserved for very important questions that cannot be found on 3rd party support site.
- “Ongoing Issues” – Reserved for troubleshooting/issues that cannot be found on 3rd party support site. General push to utilize troubleshooting and support provided by 3rd party to reduce duplication of efforts. Any articles posted with this category will also appear under ‘Alerts & Outages Ongoing Issues Page’.
- “Advanced Technical Information” – Reserved for troubleshooting/issues that are more advanced and highly technical that average end-users might not care about.
- “Forms and Documents” – Reserved for pages that link to forms or documents (Request more information form; Troubleshooting request forms, etc.)
- “Training” – Reserved for information about training. Information about how users might get training or where they can get additional training (Lynda.com videos/courses for example).