The Partner Connect Knowledgebase uses a format which integrates Knowledge-Centered Service principles and core concepts from the Consortium for Service Innovation. Each KBase article should include all or most of the following:
Issue (a.k.a. the problem) —the situation in the user's words. What is the customer trying to do or what is not working?
Environment—what function, process, products, platforms, geography, categories, or topics does the customer have an issue with? How is it configured?
Resolution (a.k.a. the solution)—the answer to the question or the steps required to resolve the issue.
Cause—the underlying source of the issue. (optional)