Creating Internal Knowledge Base Articles (Start to Finish, With or Without a Zendesk Ticket)

Summary:

This guide walks you through creating a new internal knowledge base (KB) article from start to finish. It covers choosing the right template, creating the article either from Zendesk Guide or directly from a Zendesk ticket (using Knowledge and Knowledge Capture), setting metadata, and getting your article published. These steps align with the KCS principles used for the internal KB.

Environment:

• This article applies to the internal KB only and is not to be used when creating external content.
• Use this guide whether or not you are working from a specific Zendesk ticket.

Step 1: Choose the correct template

1. Your first step is to determine the correct template to use. The article How to Pick the Correct Template for Internal Knowledge Base Articles can assist you with finding the appropriate one.
2. If you are not seeing the templates in Guide or in the Knowledge Capture app, you probably do not have the KCS_Canidate tag set on your Zendesk profile. You will need a Zendesk admin to fix this for you.

Step 2: Decide where you will create the article

Next, determine whether you will create the article from within a Zendesk ticket or directly in Zendesk Guide. Use the appropriate section below for your situation.

Creating a new internal KB article in Zendesk Guide (no ticket or ticket closed)

1. Navigate to the Zendesk Guide Admin. If you are in the Help Center, there is a link at the top right of your screen.
2. Once you are in Guide Admin, make sure you are in the Cargas Energy Internal brand. This indicates that you are in the internal Knowledge Base. The brand dropdown is at the top left of your screen.
   
3. Use the search bar to search for KCS Template and locate the templates.
   
   • NOTE: If you are unsure which template to use, see How to Pick the Correct Template for Internal Knowledge Base Articles.
   • If you do not see any templates, you likely do not have the KCS_Canidate tag on your Zendesk profile and will need a Zendesk admin to add it.
   • Once the page returns search results, click on the template you want to use.
     
4. Do not change the template you just opened and do not hit the save button; this will overwrite the template itself. Instead, copy the contents of the template so you can paste it into a new article.
5. Once the template is copied, open a new article by clicking the Add dropdown and selecting Article. This is located at the top left of your screen, next to the brand dropdown.
   
6. Paste the template you copied into the blank article and proceed to write your article using the template as a guide.
   • You can use the Zendesk editor toolbar to further format the article or insert code blocks or images. For more information on the editor, see: Help center editor toolbar reference.

Creating articles from a Zendesk ticket

You can create internal articles from a ticket using either the Knowledge app or the Knowledge Capture app. Both options automatically apply the template to the new article and are generally easier than creating the article directly from the Help Center.

Option A: Using Knowledge from the ticket

1. With your Zendesk ticket open, click the Knowledge icon on the right side.
2. Click the + icon and then select Create article.
   
3. Click the Internal Articles - Shortcut link.
   
4. A new tab opens listing all of the internal article templates. Hold the Shift key and select the appropriate template you want to use, or right-click the template and choose Open link in a new tab.
   
   

   

5. Use the template as a guide to create your article. When complete:
   • Make sure you have the correct metadata filled out in the right-hand panel.
   • Click Save to save your work.
   • If you are a publisher, you can publish the article yourself.
   • If you are not a publisher, use the KCS Technical Support Chat to have a publisher review and publish the article. You can also reach out to any KCS coaches or publishers to have them review it or to ask questions.

Option B: Using Knowledge Capture from the ticket

1. With your Zendesk ticket open, go to the comment section at the bottom and change your note type to Internal.
   
2. Click the magnifying glass icon to open the Knowledge Capture app.
   
3. Change the brand to Cargas Energy Internal.
   
4. Click the + sign to create a new article in the Cargas Energy Internal knowledge base.
   
5. A window will open listing all the templates. Choose the appropriate template and click it. A new KB article opens with the chosen template already populated.
   
6. Use the template as a guide to create your article. When complete:
   • Make sure you have the correct metadata filled out in the right-hand panel.
   • Click Save to save your work.
   • If you are a publisher, you can publish the article yourself.
   • If you are not a publisher, use the KCS Technical Support Chat to have a publisher review and publish the article. You can also reach out to any KCS coaches or publishers to have them review it or to ask questions.
7. NOTE: The ticket does not get linked to the article automatically. After creating the article, you will still need to link it to the ticket as you would with any other article.

Step 3: Set metadata

1. Once your article has been created (in Guide or from a ticket), you need to set the metadata in the right pane. This drives search logic and sets permissions, among other things.
2. Use How do I set the Internal Article Metadata settings in the panel on the right? to help you fill out this information correctly.

Step 4: Publish your article

1. If you are a KCS publisher, follow this article to publish your internal KB article.
2. If you are not yet a publisher, you will need to have someone review and publish the article for you. That process is detailed in this article. You can also use the KCS Technical Support Chat or contact KCS coaches/publishers to request a review.

Assumptions / Additional Info

For information on creating external articles, you can review the following:

• KCS Candidates: How to Create a New Draft Article
• KCS Publishers: Create and Publish New Articles