TDX Knowledge Article Template, External Resolution Article

Title

Titles should use the following naming convention: Service Name, Service Offering Name, Description of Article. The title will be entered into the Subject field, it will not be included in the body of the article.

Example:
Use: Microsoft Teams, Scheduling a Meeting
Instead of: How do I schedule a meeting with Microsoft Teams?

Overview

Specific to this article: This template is for external resolution articles.

Template creation: Provide a short, plain-language summary of what this article covers. Use present-tense verbs and avoid phrasing like “this article will explain…” Example: “Learn how to reset your password on an Apple Silicon Mac using macOS Recovery.”

[Note: this should be in the TDX Summary and included in the body of the article]

What's Happening

Describe how the issue appears from the user's point of view.

  • "I forgot my password."
  • "I cannot log into my device."

Applies To

  • Platforms, devices, OS versions
  • Specific service offerings
  • Any required configurations

Before You start

  • Access or information required before starting
  • Required permissions or recovery keys
  • Dependencies such as encryption, enrollment, or VPN

How To Resolve The Issue

Use numbered steps for sequential processes. Keep paragraphs short and use “you” for user actions.

  1. Step one written in clear, plain language.
  2. Step two. Use bold for button or menu names.
  3. Step three. Include screenshots only when they help the user locate something.

Problems You May Encounter

Optional section for common issues or alternative paths.

  • If X happens, try Y
  • If you see “[error text]”, follow these steps

Need More Help?

If you are still having issues or questions after using this article, please contact [IT Partners at Education Help Desk] for additional assistance.

[add specific information or links to other areas]

Additional Information

  • Related articles (use descriptive link text)
  • Links to documentation or service pages

Frequently Ask Questions

List of Frequently asked questions and answers.

Search Criteria

  • Include keywords a user might search for
  • Common synonyms or alternate names
  • Error messages or codes addressed in the article
  • Common misspellings

Keywords

List helpful search terms including synonyms, acronyms, alternate naming, and common misspellings.

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