Technology Support

Support Article

  • Creating a KB Article

     

    Objective:

    Create a new article for the user support knowledge base located at http://www.seattleu.edu/support/. 

    1. Log on to ektron CMS.
    2. Create a new article.
    3. Author a new article.
    4. Publish your article and add it to the KB Collection.
    5. Add your article to a taxonomy.

    Detail: Step by step:

    Log on to Ektron CMS

    Overview

    1. In Internet Explorer or Firefox, go to https://www.seattleu.edu/login/Default.aspx
    2. Type in Your Seattle University username and password and click Log In .
    3. If your pop-up blocker is turned on, click " Click here to enter your WorkArea ".

    Detailed Steps

    1. In Internet Explorer or Firefox, go to https://www.seattleu.edu/login/Default.aspx

    2. Type in Your Seattle University username and password and click Log In .
      ektron login

    3. If your pop-up blocker is turned on, click " Click here to enter your WorkArea ".
      click here to enter work area

    Create a New Article

    Overview

    1. On the left pane, navigate to Folders > Technology Support > Content > Support Articles
    2. On the right pane, click on New .
    3. On the drop-down menu, choose Smart Form  and then Knowledge Base Article .

    Detailed Steps

    1. On the left pane, navigate to Folders > Technology Support > Content > Support Articles

    2. On the right pane, click on New .

      support articles - new

    3. On the drop-down menu, choose Smart Form  and then Knowledge Base Article .

      smart form - knowledge base article

    Author a New Article

    Overview  

    1. Type in the title of your article.
    2. Double-click on Objective .
    3. Type in the objective of the article with a numerical list of steps.
    4. Click Save .
    5. Double-click on Detail .
    6. Type in the list of steps.
    7. Attach pictures as needed.
    8. Click Save .

    Detailed Steps

    1. Type in the title of your article.

    2. Double-click on Objective .

      click objective

    3. Type in the objective of the article with a numerical list of steps.

      type objective and list of steps

    4. Click Save .

    5. Double-click on Detail .

      click on detail

    6. Type in the list of steps as you did for the Objective.

    7. Attach pictures as needed.

      • Place the cursor where you want to insert a picture.

      • Click on the Library Button.

        library button
      • On the left pane, navigate to Technology Support > Content > Support Articles

      • Find your picture in the list and double-click on it.

        find your picture in the list

      • Resize your photo or enjoy it as it is!

        resize your photo or
    8. Click Save .

    Publish Your Article & Add It to The KB Collection

    Overview

    1. While editing your article, click on the Metadata tab.
    2. Add keywords related to your article.
    3. Click Publish .
    4. Add your article to the OIT Knowledge Base Article Collection.
      • While viewing the Support Articles folder, click View and then Collection .
      • Click " OIT Knowledge Base Articles ".
      • Click Add Items .
      • Click the checkboxes for the article(s) and click Add .

    Detailed Steps

    1. While editing your article, click on the Metadata tab.

    2. Add keywords related to your article.

      add keywords to your article

    3. Click Publish .

    4. Add your article to the OIT Knowledge Base Article Collection.

      • While viewing the Support Articles folder, click View and then Collection .

        click view then collection

      • Click " OIT Knowledge Base Articles ".

        click oit knowledge base articles
      • Click Add Items .

        click add items

      • Click the checkboxes for the article(s) and click Add .

        click the checkboxes for the article

    Add Your Article to a Taxonomy

    Overview

    1. On the left pane, under Folders, click Taxonomies.
    2. Navigate to Technology Support.
    3. Select Desktop, Applications, or Email.
    4. On the right pane, click " Assign items(s) to taxonomy ".
    5. On the right pane, navigate to Technology Support > Content > Support Articles.
    6. Select the check box next to your article(s).
    7. Click Update .
    8. Repeat 3-7 for a different taxonomy, if applicable.

    Detailed Steps

    1. On the left pane, under Folders, click Taxonomies.

    2. Navigate to Technology Support.

    3. Select Desktop, Applications, or Email.

      taxonomies select desktop etc

    4. On the right pane, click " Assign items(s) to taxonomy ".

      assign items to taxonomy

    5. On the right pane, navigate to Technology Support > Content > Support Articles.

    6. Select the check box next to your article(s).

      click the checkbox next to your article

    7. Click Update .

    8. Repeat 3-7 for a different taxonomy, if applicable.

    Last Reviewed on: 2014-04-14