This knowledge article provides the formatting and templates to use prior to creating knowledge articles in askPGCC.
First, article content should be in font type Arial size 14. Then, make sure your article has the following four components:
- A clear title: Let your customer know what your article will cover in the title. Ensure that the headline is clear, concise, and accurately describes the content within the article. This also makes the article easier to find.
- Bulleted lists or subheadings: Make your knowledge article easy to skim so your customers don’t need to read every word to find what they need. Create bulleted lists or subheadings that show what’s covered in each section. If you’re writing a tutorial, write step-by-step instructions — including which buttons or menu items to click — and put them in chronological order.
- Images, links, or videos: Give your customers as much detail as you can so that they can successfully solve the issue on their own. Add screenshots, images, links to other articles, or videos to your article to help them (See the below note about Image Size Restrictions and Resizing).
- Simple language: Write in a way that can be easily understood by everyone. Do your best to avoid jargon that specifically relates to your product and service. Your customers won’t have as much product knowledge as you, so use simple language in each step of your article.
Note: Image Size Restrictions and Resizing
(Be sure the image size is appropriate, so it is not distorted)
Please note that the content viewing window in the client portal is restricted to 750px. While images at 900px and smaller will not be resized, they will appear to be squished into a 750px window. For best results, ensure that your images are no more than 750px wide with proper aspect ratios for a 750px width. In addition, the CKEditor tool will only allow a maximum image size of 4MB to be uploaded to the server.