Knowledge Base: Use Existing Content to Create an Article

Creating a new knowledge base article may involve writing something completely from scratch or curating an existing resource.

If there is an existing reliable resource (such as Microsoft’s or Apple’s support page), there is no need to recreate the content. Instead, create an article that provides a description, including context for the resource, and link(s) to the content.

Curating Content

Search for Existing Content

Before you create a new article, Search for Duplicate Knowledge to see if there are any existing resources that could fill the need.

For example, a vendor may have step-by-step instructions or videos that can be leveraged.

• Note: If you find resources that are accurate in general but not specific to Purdue, you can link to them but provide the necessary information that will allow University users to adapt the instructions. You can always link to a resource within the body of a longer article.

Curate the Content in a KB Article

If you find resources that serve your purpose, create an article that describes and links to the resource.

1. Create a New Knowledge Base Article following standard practices.
2. Provide context for the resource link in the body of the article.
   • If needed, provide the information University users will need to adapt instructions.
3. Provide instruction to answer the appropriate question and the a link to the resource for additional information; this ensures that the Ivy Chatbot can answer similar inquiries

Example

Title: How to Share an Outlook calendar with other people 

Environment: Microsoft Outlook (Windows, Mac, or on the web) 

Solution:  

Note: This article points to the solution available from Microsoft’s online support center.  

1. Open Outlook
2. Select Calendar > Share Calendar.
3. Choose a calendar to share.
4. Select Add, decide who to share your calendar with, and select Add.
5. Select OK and you'll see the added people with a default permission level.
6. Choose a name, select the access level to give, and select OK

For more details: Go to this link from Microsoft Support: https://support.microsoft.com/en-us/office/share-your-calendar-in-outlook-2fcf4f4f-8d46-4d8b-ae79-5d94549e531b

Still need help?  Click the 'Purdue IT Request' button to start a ticket.