Creating and Editing Knowledge Base Articles

This article will help Knowledge Base editors create, organize, and format accessible Knowledge Base articles, including how to use Chico State’s custom GPT, required components, templates, headings/anchors, text styling, and supporting media.

Quick Links: | Using the KB GPT | Article Components | Start a New Article | Organization and Structure | Text Styling and Formatting | Supporting Media | 

Using the Knowledge Base Content Creation GPT

The Chico State Knowledge Base Content Creation GPT is available through ChatGPT Edu and can help you publish articles faster by automatically applying Chico State’s Knowledge Base standards.

If the direct link does not work:

1. Sign in to ChatGPT Edu with your Chico State account.
2. Click GPTs in the left sidebar.
3. Look for “Chico State Knowledge Base Content Creation” by Casey Wallen.
   
    

Knowledge Base GPT Benefits

When you paste your draft into this GPT, it will:

• Update formatting to follow standard heading guidelines, and ensure headers are clear and specific (e.g., change “Instructions” to “Installing Microsoft 365”).
• Add or update the Quick Links section to match the article’s H2 headers, and properly add anchors assigned to those Quick Links.
• Provide both a plain-text preview and a fully formatted HTML version ready to paste into TeamDynamix.
• Generate article metadata, including a suggested title, tags, and a summary that begins with “This article will...” for consistency.
• Apply Chico State’s University Writing Style Guide.
• Keep language clear, professional, and readable at an 8th-grade level, with a focus on usability and avoiding overly technical jargon.
• Apply accessibility best practices (e.g., ALT text guidance, avoiding color-only emphasis).

Article Components

Each article component has a specific purpose: 

• Category: The category the article is located in. 
• Order: Determines placement within the category. Leaving at 1.0 sorts alphabetically. 
  • Use Pin Article for important or frequently used articles (e.g., “Getting Started” guides). 
• Subject: The article title; short, clear, and action-focused. Use descriptive verbs to show what the article does.
  • Avoid vague titles (e.g., Overview, Getting Started) or “How to…” phrasing.
  • Good Examples: Installing Zoom on a Personal Device or Reset Chico State Password (Portal Password). 
• Body: The main content of the article. 
• Article Summary: A brief description of what readers will find. Begin with “This article will…”.
• Tags: Keywords that improve search results and CatBot answers (include application names such as Canvas, Photoshop, Atrium).
• Status: The publishing state of the article.
  • Not Submitted: Draft in process. 
  • Submitted: Draft complete, pending approval.
  • Rejected: Needs revisions.
  • Approved: Approved, ready to publish. 
  • Archived: No longer needed; see Archiving and Deleting Knowledge Base Articles.
• Published to KB: Can only be checked once the article status is Approved.
• Next Review Date: Always set a review date (minimum once per year); see Reviewing and Updating Knowledge Base Articles. 
• Notify Owner of Next Review Date: Should always be checked; sends an email reminder two weeks before article review date. 
• Owner: Always set the owner to a group (e.g., TDx-EAPP-APP, TDx-ITSS), not an individual; ensures that your group can review the article.
• Notify Owner on Feedback: Should always be checked; sends an email with user feedback. 

Start a New Article

Editor Access and Permissions

Any TeamDynamix Technician (TDNext) with Knowledge Base editing access may create new articles. Editing existing articles is restricted to members of the group that owns the article.

To verify your access, open an article managed by your group. If the Edit option does not appear on the right side of the page, submit a Request for TeamDynamix Technician (TDNext) Access to confirm group membership and editing permissions.

Choosing the Correct Category

When you create a new article, the first step is selecting the correct Knowledge Base category. Categories are how readers browse and filter content, so placing your article in the right spot helps ensure it will be easy to find. If you need to move an article later, the URL will remain the same, so you won’t need to worry about broken links. If you are unsure where to place it, submit a ticket for Knowledge Base Support, include the article's URL, and a Knowledge Base Admin will assist you. 

Pro-tip: Always navigate to the intended category first before clicking + New Article. If you start at the top level, you risk publishing an article that isn’t organized and will need to be moved later.

Enter Article Metadata

Every article requires basic metadata so it can be searched, surfaced in CatBot, and clearly understood by readers. These were covered in the Article Components section, but it's important to verify that the following required components are added: 

• Subject
• Summary
• Next Review Date
• Status
• Owner 

Article Organization and Structure

Using the Approved KB Template

Reminder: Submit your article content to the Chico State Knowledge Base Content Creation GPT to automatically apply Chico State’s Knowledge Base standards.

Use the premade Knowledge Base article template to structure your content effectively. You can access the template in two ways:

1. In the article creation screen, go to the Body field, click Templates, and select DoIT Knowledge Base Template.
2. Open the Knowledge Base Article Template article and copy/paste it into your article body.

Quick Links and Anchors

Another useful formatting feature is the ability to create anchors in the text, typically just before headers, which can help create a table of contents. This "Quick Links" section at the top of the page allows readers to quickly navigate long articles without having to scroll.

To create an anchor:

1. Place your cursor immediately before your header.
2. In the toolbar, click the Black flag icon.
3. Name your anchor (typically the section name) and click OK.
4. A red flag should appear next to your header. 
   

To turn the anchor into a Quick Link: 

1. Highlight the text you want to turn into a link. 
2. In the toolbar, click the Link icon. 
3. Select the Link to anchor in the text option under "Link Type". 
4. In the "By anchor name" dropdown, select your anchor and click OK.
5. Your highlighted text should now appear as a link.  
   
    

Heading Structures

Organize your article into logical sections using headings. The headings available here are:

• Normal: the general body of the article. No font or color changes.
• Heading 1: Largest heading type. This one is not used as the title of the article (Subject) is already in this style.
• Heading 2: Used for major headings, like the "Structuring and Formatting" above.
• Heading 3: Used for subheadings, like the "Heading Structures" above.
• Heading 4 & below: Most other headings are not used, but can be if your article finds it necessary.

To change the heading, highlight the text you want to change. In the toolbar, click Normal, then select the appropriate heading style.

Text Styling and Formatting

Text Styles

Text styles like bold, italic, and underlined text help emphasize key points and improve readability. Use these styles sparingly to highlight important information without overwhelming the article.

It is particularly recommended to use bold for button names or actions in instructions, helping users easily identify what to click. (Ex: Click Update Article to save changes.)

For accessibility, avoid using colored text to highlight content. Colorblind readers may struggle to distinguish certain colors, so they rely on bold or italicized formatting instead. This ensures your article remains clear and inclusive for all audiences.

Bootstrap Alerts

To make important information stand out, consider using Bootstrap Alerts. These alerts help capture the reader's attention by differentiating key messages from the rest of the text. To add a Bootstrap alert, you'll need to use the Source editing mode rather than the standard editing page.

In the toolbar, click Source, then paste the appropriate one of the following: 

<p class="alert alert-success">Success</p>

<p class="alert alert-info">Info</p>

<p class="alert alert-warning">Warning</p>

<p class="alert alert-danger">Danger</p>

Here is a preview of what those would look like:

Success

Info

Warning

Danger

Supporting Media

Adding Images

1. Download the image to your computer.
2. Click the Image icon in the toolbar.
3. Select the Upload tab.
4. Choose the image you want to use, then click Send it to the Server.
5. A pop-up will appear confirming: "File uploaded successfully".
6. In the Image Properties window, add Alternative Text and adjust the size dimensions as needed.

Image Properties and ALT Text

Alternative Text should provide a clear, meaningful description of the image content. Avoid vague phrases such as “Image of…” or “Screenshot of…”. For detailed guidance, see the article on Accessible Images. 

For mobile accessibility, keep image widths between 300–500 pixels to ensure proper display across screen sizes. If the image is wider than it is tall, adjust the dimensions proportionally for the best fit.

Adding Videos

There are two ways to add videos to an article: either through Kaltura or YouTube. 

Embedding a Kaltura Video

Using a Kaltura video allows you to keep the video stored locally, rather than being available on a public site like YouTube. You can find instructions for Uploading a Video to Kaltura, then follow the instructions for Getting an Embed Code for a Kaltura Video.

Once you have your Embed link for your Kaltura video, click the YouTube icon on the toolbar. Paste the Kaltura Embed Code in the "Paste Embed Code Here" box and click OK.

Embedding a YouTube Video

To embed a YouTube video, click the YouTube icon on the toolbar. Copy the URL of the YouTube video you would like to use, then paste it into the "Paste YouTube Video URL" box and click OK.

As long as captions are enabled on the original YouTube, viewers should have the option to turn it on when they begin to play the embedded video.

See our example from the Chico State YouTube channel:

 Still need help? Contact a Knowledge Base Administrator for further assistance.
  
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