TDX Knowledge Article Template, Internal Reference Article

Title

Use Service Name, Service Offering, What this article covers (concise and searchable).

Example: Email Services — Approving Shared Mailbox Access Requests

Note: Titles should follow established internal KB naming conventions.

Summary

Provide a short, plain-language summary of what this article covers. Use present tense and avoid phrases like “this article will explain…”

Example: Describes how to approve shared mailbox access requests and common scenarios.

Applies To

Define the scope so readers immediately know whether this article is relevant.

• Platforms, operating systems, or devices (if applicable)
• Service offerings or features
• User groups (e.g., staff, faculty, admins)
• Scope limitations (e.g., UITS-managed devices only)

Prerequisites

List anything required before following the guidance in this article.

• Required roles or permissions
• Accounts or system access
• Licensing or enrollment requirements

Description

Explain the concept, process, or service clearly and at a high level.

• What it is
• Why it exists
• When it should be used
• How it works (conceptually)
• Definitions of key terms or roles

Tip: Use short paragraphs, bullet points, and bold text for clarity and scannability.

Steps / Procedures

Include this section when the article contains actionable instructions.

1. Step one — concise, task-oriented instruction
2. Step two — clearly identify buttons, menus, or fields
3. Step three — include screenshots or notes if helpful

Note: Omit this section if the article is informational only.

Troubleshooting / Common Issues

(Optional)

• Common problems and recommended resolutions
• Error messages and what they mean
• How to verify successful completion

Things to Know / Limitations

(Optional)

• Known limitations or constraints
• Important caveats or exceptions
• Scenarios where this guidance does not apply

Related Policies & Documentation

Link to relevant internal resources for additional context.

• Internal policies or standards
• Related KB articles
• External vendor documentation (if appropriate)

Frequently Asked Questions

(Optional)

Q: [Question]
A: [Answer]

Q: [Question]
A: [Answer]

Search Criteria / Keywords

List terms users might search for that should surface this article.

• Synonyms
• Acronyms
• Alternate service names
• Common misspellings