An article that is removed from public search results and active viewing, but saved in a back-end storage list for reference or audits

The process of verifying a user's identity before granting access to internal, restricted, or customer-facing information.

A user or role with permissions to create, edit, and publish documentation such as articles, guides, and FAQs.

The process of verifying a user's identity before granting access to internal, restricted, or customer-facing information. Authentication verifies who a user is (such as logging in with a password or email), authorization decides what files, categories, or administrative settings they can access.

A temporary storage location on your device where web browsers save website files like images, scripts, and stylesheets.

The structured process of controlling, updating, and maintaining shared information over time.

A styling language used to control the visual presentation, layout, and branding of KB documents and websites.

A centralized visual interface that displays key metrics, data, and status reports about your help articles in one place.

The hands-on practice of managing, organizing, and maintaining content to ensure information remains accurate, trusted, and easy to find.

An option that examines all words across every published document rather than just looking at titles or assigned keywords.

Is defined as a binary-encoded 2D raster data type image format that ordinarily uses the .gif extension. KB Authors can drag, copy, or upload non-animated .gif images directly into the text editor of their KB documentation.

The visual layout that lets users and authors interact with the system using buttons, icons, and menus instead of text commands.

The logical, hierarchical order of title tags (from H1 to H6) that organizes knowledge base article like a table of contents.

The standard coding language used to structure content and give it meaning inside a knowledge base articles. It uses special markers called tags (like <p> for paragraphs or <h1> for headings) to tell the system and browser how to organize text, insert images, build tables, and create clickable links.

A clickable element in an article that lets users jump to related content, specific sections within the same page, or external web resources.

The blueprint that organizes, structures, and labels content so users can find answers quickly and easily.

A JPEG is a graphic image file produced according to a standard from an ISO/IEC group of experts that develops and maintains standards for a suite of compression algorithms for computer image files. JPEGs usually have a .jpg or .jpeg file extension.

A security process that requires users to provide two or more different verification factors to prove their identity before gaining access to a knowledge base space.

An image format designed as an improved replacement for GIF. Like GIF, PNG uses lossless compression, meaning all image data is preserved when decompressed for viewing. PNG files typically use the .png extension.

A document that a user can find and read independently to solve a problem without talking to customer support

A document that is visible to its intended audience after approval and release.

A built-in log that tracks every change, edit, and update made to an article over time

A visual writing tool that lets you format help articles like a standard word processor without using code. It is often called a WYSIWYG editor, which stands for "What You See Is What You Get".

An image of a computer or phone screen used in an article to show users what a specific menu, button, or error message looks like.

Practices used to improve article visibility in search results. 

A calculated score that determines how well and in what order documents match a user's search query.

A centralized, collaborative file or article that multiple authorized users can access, view, and edit to maintain as a single source of truth.

Allows internal users to view every single document published on a specific KB site.

This command functions strictly on internal, authenticated KB sites. It does not display restricted documents to the public. Instead of typing keywords to filter by a topic, entering showalldocs into the search bar triggers the system to bypass standard search parameters and return a complete catalog of all live, published documents belonging to that site's repository. 

A command or page identifier that displays a complete list of all participating campus and institution partner sites sharing documents within the aggregate or unified system.

Used by internal site authors, editors, and administrators to immediately retrieve all of their favorited documents.

When managing an internal KB space, you can mark frequently used or regularly shared support documents as a "Favorite". This command bypasses the standard search algorithms and filters the down strictly to your personalized list of saved documents for easy access.

When applied, it returns only documents that have been shared by other groups, while filtering out any documents that are directly owned by the specific group whose KB site you are currently searching.

When applied, it returns only documents that have been shared by other groups, while filtering out any documents that are directly owned by the specific group whose KB site you are currently searching.

An XML-based file format used to describe two-dimensional vector images. It is typically used as a clean, sharp graphic format for UI icons, diagrams, logos, flowcharts, and technical illustrations. Unlike pixel-based formats (like PNG or JPEG), SVGs use mathematical formulas, points, and lines to render images.

A security process that requires users to provide two distinct proofs of identity before they can access an account or system.