The KCS Article Quality Index (AQI) includes a criterion to write article titles from the customer point of view and to try to be specific.
This article provides some examples to help you write article titles that are more searchable and phrased using terms for which customers are likely to search (the symptom) rather than the underlying technical problem or diagnosis (the solution).
Article titles and section headings should be in sentence case, avoid using upper case for each word in the title.
Examples
| Weak | Better |
|---|---|
| Changes to action_body.xml break some UI action client scripts | Service Portal: Catalog item of content type Module does not display records list |
| AMB initialization is broken since Istanbul on UI15 | UI15: AMB initialization causes Connect messages not to be sent |
| Incident Priority Lookup is not functioning | Changing the impact or urgency from an incident record does not auto-set the priority |
| In Jakarta, the approval coordinator has new activity result == skipped but default activity condition does not include skipped. Because of this, the workflow will not move to the next activity. | Workflow not moving to the next activity |
| Performance Analytics - Incorrect navigation between the dashboard and detailed scorecard | Performance Analytics: Pressing application back button from a scorecard does not return to the dashboard |
| When viewing detail on Software Usage on a CI and then going back to the list view, we receive an error: "Execute operation on script include 'SysRelatedList' from scope 'Software Asset Management Premium' was denied." | List v3: Clicking the back arrow to the list view of the Software Usage table causes an error |
| Users can't attach files to chat conversation since read ACL on sys_attachment 0bcf23740a6a38d400c7e02590038464 fails after activating Human Resources Application: Core plugin | Users can't attach files to chat conversation after Human Resources Application: Core plugin is activated |
| Set the maximum number of workflow activities to avoid workflow getting canceled due to reaching the maximum number of activities | Loop in workflow does not complete |
| Network is down | Cannot access the Internet |
| Cannot Access The Internet | Cannot access the internet (sentence case) |
More tips and tricks
- Avoid asking a question
- DON'T: Why are workflow events getting canceled?
- DO: Workflow events are getting canceled
