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Article #: 00000
Published: Mon/DD/YYY
Last reviewed: Mon/DD/YYY
 

Title of the Article (Heading 1 Arial 36pts Bold)

 

Contents (Heading 2 Arial 28pts Bold)

(Jump-links can help users find exactly what they’re looking for within longer documents. See Cisco as an example - https://www.cisco.com/c/en/us/support/docs/ios-nx-os-software/ios-software-releases-122-mainline/46741-backup-config.html)

1. Introduction
2. Purpose
3. Requirements (Optional)
4. Procedure
5. Troubleshooting (Optional)
6. Related Articles (Optional)

Active text links (above), color HEX#017698 (Make sure this looks blue and it is not underlined)
Keep the language and sections consistent across the articles: Contents, Introduction, Purpose, Requirements, Procedure, Troubleshooting, Related Articles, etc. This helps provide a consistent experience for the customer any time they encounter a problem. Consistency helps build trust.
If a product comes with an installation guide, use the same language as the guide whenever possible—that’s how we start to find the right “keywords” in this application.
 

Introduction (H2)

A well-written, succinct introduction can make a difference in how users perceive and use our IMS support team articles. The introduction should provide a clear overview of what the article is about, what problem it solves, and what benefits it offers. When we write an engaging and information introduction, we can create a positive user experience and build trust with customers.

All the text must be in Arial; 16pts; text color #303030
 

Purpose (H2)

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Requirements (H2)

The requirements section does not need to be long but does need to fully outline what is required to complete this process. Requirements should include things like the software version, access levels required, technical skills sets, physical tools, and other items a customer may need. If they will need to download something and it can be done from our website, providing a link to that area of the website is especially helpful.
Having the requirements ready will help you avoid errors and save time. It will also show that you are prepared and professional, which will increase your credibility and increase customer satisfaction.
 

Subtitle (Heading 3, Arial 26 pts, bold)

 

Heading 4 (Arial 20pts Bold)

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Vivamus elementum, leo nec varius ultricies, eros velit aliquet nunc, ut commodo augue sapien id sapien. Phasellus venenatis purus ac orci viverra, sit amet facilisis tortor luctus. Etiam ut libero id ex malesuada consequat.
Tables must look like below. Table design: Table headers text color HEX#EFEFEF; shading color of table headers HEX#56575A

Protocol	Ports	Credential Reqs
FIGURE OUT THE	COLOR FOR THIS	TABLE

 

Another Subtitle (H3)

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• Bulleted content
• Bulleted content
• Bulleted content:
  • Sub-bulleted content

Include images whenever possible.

 

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Vivamus elementum, leo nec varius ultricies, eros velit aliquet nunc, ut commodo augue sapien id sapien. Phasellus venenatis purus ac orci viverra, sit amet facilisis tortor luctus. Etiam ut libero id ex malesuada consequat.
 

Procedure (H2)

1. Number each step of the process so if customers call in stuck on a step, it’s easier to figure out where they are stuck.
2. If the step is broken into smaller pieces
   1. Bullet the smaller steps out
   2. So it’s easier to read
3. If the product has a support step that includes information from a partner, include the URL https://www.panduit.com/. Active text links HEX#017698 (Make sure this looks blue)
4. “G5 ping fails after a short time” includes an example of this
5. If possible, include the “why” behind certain steps. Example from Cisco:

 
 

Subheading (H4)

• Bulleted content
• Bulleted content

Tip: Lorem ipsum dolor sit amet, consectetur adipiscing elit. Vivamus elementum, leo nec varius ultricies, eros velit aliquet nunc, ut commodo augue sapien id sapien.
 

Troubleshooting (H2)

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Related Articles (H2)

Include any links to related information. See Cisco as an example. This helps build the internal linking architecture of our IMS knowledge base articles.

1. Article topic link
2. Article topic link

Active text links (above), color HEX#017698 (Make sure this looks blue and it is not underlined)

 

 

Why is the heading important?

It’s one of the first things a user notices, so it needs to be relevant to them. Users scan a document’s headlines before deciding whether to read the whole page.
It adds relevancy to the page.
 

H1

Your main heading, title, should be H1 tag and should closely relate to your primary keyword.
For informational content, such as a blog post, or a knowledge based article, the keyword can be incorporated into a more natural, less precise full sentence.
 

H2

Subheadings, usually in H2, can include your secondary or even tertiary keywords when relevant.
However, remember the importance of making your subheadings meaningful and informative first; being keyword-rich is a secondary priority.
 

H3 to H5

H3 to H5 work in the same hierarchal sub-heading way.
Note: Use the heading hiearchy intentionally; do not randomly stagger them with no thought to the structure.













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