Overview

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Formatting guide for using headings, lists, tables, and contact information box on Knowledge Base articles.

• For image formatting, see Inserting & Formatting Images
• For link and attachments, see Links and Attachments

Headings

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Headings help users understand article content so they can quickly find what they are looking for by:

• Helping to mark divisions between content and keep articles organized.
• Making it easier to jump to specific sections of an article.

Use title case for heading text with capitals for first and last word, principal words, prepositions and conjunctions of 4 or more letters such as With, From, Before. 

Article Title or "Short Description"

• Automatically formats as the only allowed Heading 1 (h1) tag in the document.

Subheadings

Subheadings include the <h2> through <h6> tags used in the CMS.

Using subheadings:

• Heading 2 (h2) - Format all major topics headings with the h2
• Heading 3 (h3) - Subtopics, which require additional breakdown

These headings are selected from the Paragraph style tool:

Horizontal Rule

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Use horizontal rule under major topic headings to create a clear visual divider on the page.

1. Open up source code and locate your major headings (hint: look for <h2> tags)
2. On next line directly after closing major heading tag </h2>, enter: <hr />
3. Click Ok to save changes
4. A horizontal rule should now be visible in the editor, underneath your major heading - delete any excess white space produced

Lists

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Use numbered Lists for steps that have a specific order:

1. Do this
2. Then do that

Use bullet Lists for unordered lists of items or options

• Keyboard
• Mouse
• Laptop

Tables

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Create Table

Note: When using tables, please do not manually expand or resize the table.  When this is done, the table loses dynamic resizing ability (as more contents are added or screen becomes smaller). Styling will be applied to tables in the reader view to make them easier to read.

1. Insert table and select amount of rows and columns
   
   
   
   
2. Highlight the top row of the table
3. Click on the table icon (box with grid) again, select Row --> Row Properties
4. On Row Properties, select Row Type Header

Merge Cells

1. Highlight cells you would like to combine
2. Click on the table icon, select Cell --> Merge Cells

Insert Additional Rows / Columns

1. Put cursor in row/column directly before or after where you would like to add
2. Click the table icon, select Row or Column.
3. Select option to Insert before or after.

Contact Box

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If article is customer facing, we want to add contact information at the bottom of the page for the customer to follow up if they need additional assistance.  Most templates should already include this contact box, so you only need to edit it as necessary.

1. Add the following code with the source code button (<>):
   
   

   <div class="contact"> <p>If you still have questions or need additional assistance, submit a ticket or call the ITS Service Desk at (858) 24<strong>6-4357</strong></p> </div>

2. If a different team provides support for the service or application, please replace with correct support team email, name, and phone number 

Note Box

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For portions of the article that needs to be highlighted and emphasized more than others, use the "note" class in order to highlight the section in yellow. 

Guidelines

• The Notes class should only be used to emphasize quick notes, not paragraphs of information.
• We advise you to keep it to a 1-3 sentence length to make sure the information pops out from the article. 
• Keep the text left aligned for an easier flow for the reader. 

Steps

1. Add the following code with the source code button (<>):
   
   

   <div class="notes"> <p>Remember! Make sure to always sign in using Active Directory.</p> </div>

2. The current note class will only show up once the article is published. It will not show in the Article Preview. 
3. The note class will show the yellow highlighted portion in the Customer facing portal, but not when accessed via Agent View.