How do I add or edit an article in the Support Center?

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Shelly Scanlan
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Add or Edit an Article in the Support Center

  1. Format the title into a question (How do I... When I... What is...). 
  2. Create a single article for each audience type. Here’s an example: 
    • How do students log into Canvas? 
    • How do staff log into Canvas? 
    • How do faculty log into Canvas? 
  3. Include as many related keywords and context as possible in an article's first 75 words.  
  4. Summarize the answer in the first sentence, if possible, since this is what will be seen first.  
  5. Wherever possible, an article should cover a single, specific topic. If possible, offer a single resolution for each issue as well. Say, for example, you need an article walking a customer through an account set-up process, which involves two main tasks: Creating an account and selecting account options. You could have a single article covering both tasks, since they are both part of the account set-up process. However, breaking it up into two articles, one for each task, will help Answer Bot choose the article that best matches your customer's needs, and help your customer locate the applicable information without having to wade through unnecessary text. 
  6. Follow these guidelines to optimize the article for the Answer Bot.
  7. Format clickable steps in bold.
  8. Phone numbers should be entered using hyphens (i.e. 206-546-4101). Do not use parenthesis. 
  9. Links should not open up in a new tab. This is more accessible and mobile friendly. 
  10. Links need to have descriptive language which means you describe the resource and add the link to the Display text pop up. See example below for Class Schedule .mceclip0.png
  11. Add Alt Text to images.
  12. Add Header 2 so the article will create sections for each header (see below).
    • Do not bold Header 2.
  13. Submit a request and be sure to attach the Word document. You will be notified when the article is posted.



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