Overview
This article provides a complete guide for Maricopa Help Desk Technicians and ITS staff on how to use the Knowledge Base, including:
- Accessing and navigating the Knowledge Base
- Creating and editing Knowledge Base articles
- Using the MCCCD KB templates (built-in and HTML)
- Submitting KB articles for review and publication
- Following MCCCD formatting and best practice standards
Accessing the Knowledge Base
You can access the Knowledge Base from the Help Desk portal using:
- The View Knowledge Base / Browse Articles button on the Help Desk landing page
- The Knowledge Base button in the dark blue toolbar
- The search bar (click the globe icon → choose Knowledge Base)
Knowledge Base Page
From the main Knowledge Base page, you can browse:
- Categories
- Popular Articles
- Recent Articles
- Popular Tags
The grey toolbar provides access to:
- My Articles
- My Favorites
- Search History
- Feedback
- Archived Articles
- Search
Click the New Article button above the sidebar to create a new Knowledge Base article.
Creating and Editing Knowledge Base Articles
New Article View
The New Article view includes everything needed to build new content:
- Category: Select the proper category for your article.
- Order: Set the article’s placement within the category, or pin it.
- Subject: Enter the article title.
- Body: Add and format your content.
- Article Summary: Brief description shown in lists and search results.
- Tags: Add keywords for search optimization.
- Feedback: Enable if you want to receive notifications when feedback is submitted.
When finished, click Save.
Article Creation and Category Selection
- Type and format your content directly in the Body field.
- Ensure all required fields (marked with *) are completed.
- When choosing a Category, always click the Search icon and select an existing category.
- If you manually type a category name, an error may prevent saving.
After saving, select Submit Article so your Application Administrator can review and approve it.
Editing Existing Articles
- To edit an article, click Edit Article.
- The Content tab allows you to update the article’s written content.
- The Settings tab allows you to modify:
- Subject
- Category
- Order
- Article Summary
- Tags
- Owner
Always select categories from the dropdown list—only App Admins may create new categories.
Note: Enable Notify Owner on Feedback to receive email alerts when users submit feedback.
Why KB Formatting & Consistency Matter
Using a consistent MCCCD KB template helps ensure:
- A predictable look and feel across all KB articles
- Improved readability and navigation for end users
- Faster review and approval by Customer Care
- Better accessibility and compliance with MCCCD standards
How to Submit a Knowledge Base Article
- Draft your content (Word, Google Docs, or plain text) including:
- A brief summary of the issue or topic
- Step-by-step instructions
- Relevant screenshots
- Helpful links or related resources
- Format your article using:
- The MCCCD HTML KB Template, or
- The MCCCD KB Template using the built-in Templates feature in TDX
- Submit your KB draft to the Customer Care review team at: itscustomerservice@domail.maricopa.edu
- Customer Care will review, edit, and publish the article once it meets MCCCD formatting and quality standards.
For Help Desk technicians, you may also create a Maricopa Help Desk Request to request review and approval of new or updated KB articles.
Using the Built-In TDX KB Template
If you prefer not to work directly with HTML, you can use the built-in Knowledge Base Template in TeamDynamix (TDX). This automatically inserts a standard MCCCD KB layout with headings and placeholders.
- Open or create a Knowledge Base article draft in TDX.
- Click Templates in the top editing toolbar.
- Select MCCCD KB Template.
- Replace the placeholder text with your article content.
- Add screenshots and links as needed.
Using Templates is the easiest option for staff who want to maintain MCCCD formatting without editing HTML manually.
Using the MCCCD HTML KB Template
If you prefer full layout control or are submitting a more complex article, you may copy the HTML template below directly into TDX using the <> HTML Source button.
<p>
<meta charset="UTF-8">
<style type="text/css">
body, p, li {
font-family: Arial, Helvetica, sans-serif;
font-size: 14px;
color: #444;
line-height: 1.6;
}
h2 {
font-family: Arial, Helvetica, sans-serif;
font-size: 20px;
margin-top: 20px;
color: #333;
}
h3 {
font-family: Arial, Helvetica, sans-serif;
font-size: 16px;
font-weight: normal;
margin-top: 12px;
color: #333;
}
.section {
margin-top: 15px;
}
.issue-box {
background: #fff;
padding: 12px;
border-radius: 4px;
margin: 12px 0;
}
img {
border: 1px solid #ccc;
border-width: 3px;
border-radius: 4px;
margin: 10px 0;
}
</style>
</p>
After pasting the template, add your sections (Overview, Steps/Resolution, Troubleshooting, Additional Resources, etc.) inside <div class="section"> containers and use <h2>/<h3> for headings.
KB Best Practices
- Keep articles short and focused so users can locate information quickly.
- Avoid combining unrelated topics into a single article.
- Use bullet points and numbered lists for clarity.
- Use bold text for button labels, menu names, and key terms.
- Include screenshots only when they add value; ensure they are clear and current.
- Always select a Category using the search icon to avoid save errors.
- If you accidentally type a category manually, click Back and choose from the list.
- Be mindful when transferring ownership—if assigned outside your group, you may lose edit rights.
- Schedule periodic reviews (quarterly or annually) to ensure content remains accurate.
Additional Resources
For additional documentation on using TeamDynamix Knowledge Base, visit:
For more support and self-help articles, visit our ITS Ticketing Service Catalog at help.maricopa.edu or call the GWCC Customer Care IT Support line at 602-286-8411