Purpose |
This template provides a standard structure for creating Knowledge Base (KB) articles.
Its purpose is to ensure documentation is consistent, easy to navigate, and easy to maintain across teams. Authors may use this template as a guide when creating new KB articles.
Not all sections are required for every article. To keep articles concise and relevant, sections have been divided into:
Mandatory Sections
These sections should be included in every KB article.
- Title
- Purpose
- Applies To
- Procedure
- Categorisation
- Related Articles
- Document Information
Optional Sections
Include these sections only when they add value to the article.
- Table of Contents
- Background / Context
- Prerequisites
- Scenarios Covered
- Validation
- Escalation Criteria
- Exceptions
Template |
Title
Purpose
Provide a brief description of the article and explain when it should be used.
Example:
This article explains how Tech Support creates and manages School Licences in Cambridge One.
Summary:
Applies to
Example:
- SAP CDC
- SAP ECC
- Cambridge One Admin Portal
- PEAS Entitlements
Procedure
1. Step instructions
2. Step instructions
3. Step instructions
Ticket Categorisation
Specify the categorisation that should be used when creating or updating cases related to this topic.
Example:
- Apply Macro: Account Management
- or, include the relevant fields from the list below:
| Zendesk field name | Categorisation option |
| Service | |
| Sub Service | |
| Tech Support Header Category | |
| Tech Support Sub Category | |
| Root Cause | |
| Root Cause - Additional Information | |
Related articles
List any relevant KB articles, or reference documents (SharePoint).
Example:
- Link
- Link
Document Information
Example:
Owner: John Doe
Version: 1.0
Optional Sections |
Table of Contents
Include when the article is lengthy, contains multiple sections, or covers multiple scenarios.
Background / Context
Additional context that helps the reader understand the business or operational reason behind the article.
Example:
Occasionally, customers may contact us with comments or complaints that fall outside the scope of technical support. These may relate to sensitive or non‑product topics such as:
- Political opinions
Prerequisites
List any requirements, permissions, approvals, tools, or access needed before following the procedure.
Example:
- The school must already exist in Cambridge One
- The School Licence order must have been processed and confirmed by Customer Services.
Scenarios covered
Scenario 1
- Description
- Procedure
Scenario 2
- Description
- Procedure
Validation
Describe how to verify that the procedure was completed successfully.
Example:
- User can successfully access the activity/assignment
- No error messages are displayed.
Escalation Criteria
Describe when escalation is required and identify the appropriate team if applicable.
Example:
- Escalate if the issue remains unresolved after all documented steps have been completed
- Escalate if multiple users are affected.
Exceptions
Describe situations where this article should not be used.
Example:
- For registered users on the 'Interchange/OCR' platform, please send the account deletion request to support@ocr.org.uk via side conversation email.
Knowledge Base (KB) Authoring Guidelines (PDF)