How to Create, Edit, and Delete Knowledge Articles for SMEs

Overview

This document is for Knowledge Subject Matter Experts (SMEs) as a reference for how to create, edit, and delete a knowledge article.  

In this article:

• Create an Article
• Edit an Article
• Delete an Article

Instructions

Create an Article 

1. Prior to creating an article, please read and follow the Style Guidelines for Knowledge Articles. 
2. Log in to TDX.
3. Click on the Knowledge Base link at the top of your screen.
4. Click on the primary category where you want to create an article. It will either be Shoreline Student or Shoreline Employee.
5. Continue clicking into the next category until you locate the one that best suits the article.
6. Click the + New Article green button on the right side of your screen.
7. OPTIONAL: 
   • If you would like the article to be at the top of the article list for the category you selected, click below Order and choose which article  of the article, which controls the order in which it will appear in the category. Articles are ordered first by this value and then by subject.
   • Check the box next to Pin Article if you want it to always appear at the top.
8. Add a Subject. This is also the title of the article. 

9. Click Templates. Hover your mouse to view a description of what each template is used for and then select one.

10. Using the template, add content to the Body. Be sure to delete the instructions listed under each heading, and the In this article: heading if you are not using it. 
11. To add an image: 
    1. Save the image file to your desktop. Do not copy/paste image into article. 
    2. Click in the location of the article that you want to add an image.
    3. Click the Image icon.
    4. Click the Upload tab.
    5. Click Choose File and select the file you want.
    6. Click Send it to the Server, and you will receive a response confirming it was sent.
    7. Add Alternative Text, if applicable. 
    8. Click on the image and then click on Increase Indent  so the image lines up with the text.

12. Do not add an Article Summary.
13. Add Tags. These are keywords that will assist when users are searching for articles.
14. In the Status drop-down menu, select Submitted.
15. Click the Save button.
16. Next you will update the Settings by clicking the Edit Article button on the right side. 
17. Click the Settings link.

18. To set limited permissions:
    1. Click the Permissions tab.
    2. Uncheck Inherit Permissions and Public.
    3. Select the appropriate setting (one of the following):
       • Allow ONLY the associated groups below to view this article and select the groups that should have access under the Add Groups drop-down menu.
       • Allow all individuals to view this article EXCEPT the associated groups below and select the groups that should NOT have access under the Add Groups drop-down menu. Leave it blank if all groups can have access to the article.

19. To add a file:
    1. Click the Files tab.
    2. Click the Add button.

20. Browse for the attachment and click the Upload button.
21. Once uploaded, you can create a hyperlink to the file in the Body.

22. To add Related Articles:
    1. Click Related Articles.
    2. Click the Add button.
    3. Search for the article you want to add.
    4. Click the Save button. 

23. To add Related Services:
    1. Click Related Services.
    2. Click the Add button.
    3. Search for the service you want to add.
    4. Click the Save button. 

24. If you would like the article to be listed in another category as well as the one you selected, Submit a Request and include the article title or link and which category you would like the article added to. These are called Shortcuts.

Edit an Article

1. Prior to editing an article, please read the Style Guidelines for Knowledge Articles. 
2. Log in to TDX.
3. Locate the article you want to edit.
4. Click the Edit Article green button on the right side of your screen.
5. Edit the article following the instructions in Create an Article and the Style Guidelines for Knowledge Articles.
6. To change the category: 
   1. Delete the existing category. You can only designate one category. 
   2. Type the category you want in the text box. 
   3. Click on the new category.
   4. Click Save.
7. Click the green Update Article button at the bottom of the screen. 
8. Submit a Request so someone can review your changes.

Delete an Article

1. If an article is no longer relevant and needs to be deleted, please submit a request along with the article link and the reason the article should be deleted.

Additional Resources

If you have any questions or need assistance, Submit a Request.