A descriptive keyword or short text label attached to a KB article to categorize, organize, and improve its search discoverability.

A controlled, hierarchical list of approved terms used by content creators and site owners to categorize, tag, and organize KB documents.

A pre-built structural framework or document layout that guides KB authors on how to organize, format, and write support articles. Instead of starting with a blank page, document creators use templates so every article shares a uniform design, standard headings, and required metadata.

A KB Email listener can convert user inquiries, content feedback, or publishing requests into trackable digital records called "tickets", like a ticketing system.

TinyMCE is the UW KnowledgeBase's embedded rich-text editor used to help write, format, and structure support articles. It provides a WYSIWIG "What You See Is What You Get" interface, toolbar controls and an HTML Source mode to edit the raw HTML directly if custom styling is needed.

Act as a primary means of creating ease of navigation for KB end-users. They can be compiled to generate a visual Topic Tree or Site Map on both internal and external KB live sites.

A hierarchical organizational structure used to classify, store, and manage KB articles. Like folder directories on a computer, a topic tree maps out the relationship between broad concepts (parent categories) and specific sub-topics (child folders or articles) to provide an intuitive navigation structure for both KB administrators and end-users.

A hierarchical category system used to organize your group's KB documents. Topics can contain subtopics up to five levels deep, allowing content to be grouped from broad categories to more specific subjects. Documents can be assigned to multiple topics at any level, making information easier for users to locate and browse.

The written text version of an audio or video recording.

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