A digital file designed so that people with visual, physical, cognitive, or hearing impairments can read and navigate it easily using assistive technology like screen readers.

The specific group of people intended to read, use, and benefit from KB articles.

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 secondary navigation trail at the top of a page that show a user's hierarchical location within the topics and/ or categories.

A systematic review and evaluation of all existing articles, guides, FAQs, and documents to check for accuracy, relevance, and quality.

A plain text file format used to store tabular data like tables or spreadsheets.

The process of gathering, converting, and indexing physical or digital files so content becomes searchable and readable within a centralized repository such as your KB Space.

A set of defined processes that help your KB Group obtain, organize, store and deliver information crucial to its operation in the most effective manner possible. The stages of a document’s lifecycle include: creation, publication (site access), categorizing (topics and/or audiences), keywords, metadata tagging, delivery or sharing, repurposing, review and reporting, archiving and / or deletion.

A label that shows where an article or file is in its lifecycle, such as Published, Pending Review, Draft, Archive, etc.

Is a standard identifier attribute that uniquely identifies a person at a campus. At UW–Madison, an ePPN is always formatted as NetID@wisc.edu. It behaves the same as a campus NetID on local systems, but it is scoped so it can work globally. It is the preferred identifier for applications that interact with federated login systems (like SAML Federation, InCommon, or eduGAIN) because it guarantees uniqueness across different universities and worldwide institutions.

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

A dedicated workspace for a campus unit, department, or IT group to create, store, manage, and collaborate on their own documents and share out or share in documents from other Group spaces.

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 design and content strategy that ensures information can be found, read, and understood by people of all backgrounds, abilities, languages, and technical skill levels.

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 monthly meeting of KB administrators and authors led by the central UW KB Team. Attendees often see unreleased new features first and give direct feedback to help guide decisions for the KB platform.

A self-contained, searchable piece of digital content that explains how to solve a specific problem, use a feature, or understand a policy consisting of a title, summary, body, and keywords.

A dynamic system documentation that provides information that is current, accurate and easy to understand. Documents that are written in a natural language format serve as the core of living documentation. Your content experts can review the documentation to ensure that it describes the desired behavior of the system from a logical standpoint.

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.

A structured list of links that helps users quickly find help articles, categories, and documentation.

A static document file that is stored, linked, converted, or embedded to supply information to users. KB Users can attach PDF files directly into digital articles so readers may view or download forms, manuals, and guides without leaving the page.

Clear, concise writing that lets users find information, understand it the first time, and use it to solve a problem.

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 non-human account used by applications, integrations, or automated processes.

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

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.

The unique end part of the path that identifies the exact article, often automatically created from the article's title (e.g., /how-to-reset-password)

A digital, step-by-step guide that explains how to complete a specific, repeatable task correctly and consistently.

An authoritative person who creates, reviews, and updates accurate information on a specific subject for a KB space.

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

A single, centralized web portal that brings together information, documents, and support guides from different KB spaces into one easy-to-search place.

The specific web address used to locate and access an individual help article, category page, or document.

Designates how easily, quickly, and pleasantly a user can find, read, and apply the answers they need. It focuses on removing friction so people can solve their problems without contacting support.

International technical standards used to make digital content accessible to people with disabilities.