Knowledge Base Management for TWU Departments

To request access contact the Technology Service Desk. 

Please refer to the Knowledge Base Style Guide and Training Slides. These are guidelines, so your department may choose to deviate in some cases:

• For instance, these instructions break our style guide by using "you" and first person.
• Be mindful of language and how it might foster belonging

A note about categories... we will create a top-level category for your department. If you know most/all of your subcategories in advance, we can add those initially. If not, or as you need more, please contact Technology Service Desk to request edits/additions.

Add the article to TDKB

1. Navigate to servicecenter.twu.edu/TDClient/KB/ to access the Team Dynamix Knowledge Base.
2. Select Knowledge Base from the applications menu.
3. Click New Article.
4. Complete the required fields with reference to the Style Guide. If the KBA will include a link to external knowledge, add this text: We do our best to link to only the best external sites but we cannot be held responsible for the quality or accuracy of such websites. The TeamDynamix text editor is a bit tricky. Try to be patient. If patience fails, try editing in source. The Office of Technology uses Heading 3 as its largest heading the TDKB.
5. It is recommend to embed links in text within the article.  All links should have Target set to New Window (_blank).
6. Select Published to KB if you would like for the article to be seen. Select Public if you would like the article to be viewed by anyone (without TWU credentials).
7. A summary is not required. The owner should be the department, team, group, or person adding the article. The owner may choose whether not to receive an email notification upon feedback.
8. The status will be Approved.
9. If appropriate, add tags. Do not duplicate any words in the subject or summary. Tags can only be one word.
10. If appropriate, add related articles (use the magnifying glass icon to search, then select the article, and finally click Add) or files.
11. After the article is added, find the related Service and add the article to the service (if your department maintains a service catalog).

Questions to Consider

• Is this an article (with step-by-step instructions) or is it an FAQ (quick answer or link to vendor content)?
• Is this article too specific? Or is the article too complex? A happy medium is best.
• If the article is related to a third-party product, are the instructions TWU-specific enough to warrant building a new article? If not, create the article with a link to the third-party documentation. In that case, add this text to the article (also see Style Guide for info on adding links for ADA compliance): We do our best to link to only the best external sites but we cannot be held responsible for the quality or accuracy of such websites.
• Is the article duplicating existing KB information?
• Should the article be open to the TWU community, only your department, or publicly available?

Difference between a Service and a Knowledge Base Article

The Service catalog is a list of services that your department offers to the community. These can either be Public, Published, or limited to a particular group. Services can be items that can be requested by the community, only internally, or merely informative to the community that your department has a particular job.

The Knowledge Base contains articles with step-by-step instructions or is informative to the user. Please see "Questions to Consider" for more details.

Edit an Existing Article

• Access the article and make changes. Remember to Save on each screen.
• When finished, change the status to Approved.
• Articles must be Published to be visible.

Adding/Editing/Archiving Categories

Submit a ticket to IT Solutions with requested changes for Categories.

Access

TeamDynamix permissions allow any person with the right to add/edit Knowledge Base articles and Questions to add/edit in any category that they can "see" when they are logged into TDClient. IT Solutions expects that authorized persons will only add/edit content in their respective areas/categories. If changes should be made in another owner's content, please contact that owner to request the change.

We do our best to link to only the best external sites but we cannot be held responsible for the quality or accuracy of such websites.

For additional support, contact the Technology Service Desk at 940-898-3971, servicedesk@twu.edu, techchat.twu.edu, or submit a request through the Technology Service Catalog.