Adding Informative Notes to an Article

Informative notes are a great way to draw your reader's attention to important and useful information in an article. Use informative notes to add information without crowding the article or distracting from the main content. 
This is an example of an informative note. You can edit its content and color. 

To add an informative note:

  1. Go to an article's Content Editor
  2. Hover over the left side of a content block and click the Add a block icon
  1. Click the Informative icon .
  2. Select a color (Green, Teal, Red, or Yellow).
  3. Enter the note title in the Title goes here field.
  4. Enter the note text in the Write something field.

Tips for writing informative notes:

Hover over an informative note to hide its title or change its color. 

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Knowledge Base Style Guide

We've compiled a guide of best practices to help you write content for your Help Center. Using the Active VoiceCreate content in which your user is the subject of the sentence performing the action. Using the active voice is more direct and concise.For example:Incorrect: Clicking on the image will enlarge it. Correct: Click the image to enlarge it.Incorrect: Many new features are included in the Enterprise package.Correct: The Enterprise package includes many new features.  Using the Present TenseWrite in the present tense to make it easier for your users to read. Avoid using the words “will” and “shall.”For example:Incorrect: The following error message will be displayed: Please fill in a valid URL.  Correct: The following error message is displayed: Please fill in a valid URL. Incorrect: Clicking New will create a new article. Correct: Click New to create a new article. Tip:Using the future tense is acceptable when writing feature requests.Writing in Second PersonTalk directly to your user to provide clear and direct instructions. For example:Incorrect: The advanced settings can be accessed from My Account. Correct: Access the advanced settings from My Account.Working With ListsUse numbered lists for steps that need to be completed in a sequential order. Use bullets for single-step procedures and to list items that do not require a particular order. Using Gender Neutral LanguageKeep your content gender neutral.For example:Incorrect: The user can change his template settings.Correct: Users can change their template settings. Avoiding Slang and JargonSlang and jargon are context and cultural sensitive. Using such terminology can confuse users and complicate localizing efforts. Try to limit the use of slang and jargon, while staying true to the company’s tone and voice.    Using Abbreviations and AcronymsSpell out acronyms the first time you include them in an article. Write the full term, followed by the acronym in parentheses. For example: A mail exchanger record (MX record) is used to map a domain name to a list of message transfer agents for that domain. You do not need to spell out:  Acronyms in a title.  Common industry-standard acronyms, such as URL, IP address, ID, HTML. Working With TitlesCapitalizing titles: Capitalize the first letter of each word in a title.Do not capitalize articles (e.g. the, a, an), coordinating conjunctions (e.g. for, and, nor, but, or, yet, so) or prepositions (e.g. in, on, by, at, from), except when they are the first or last word of the title.  Writing procedural titles: Use the gerund form (…ing ending) for procedural titles.   For example:Adding Lists to an ArticleWriting Known Issue titles: Use the following format for Known Issue titles: Day (number), month (text), year (number), hyphen (‐) followed by the title content. For example:16 April, 2020 - Unable to Edit a Text Box in the EditorWriting error message titles: Use the following format for error message titles: Error Message: <error message content>. For example:Error Message: Your Account is not ValidWriting Feature Request titles:Use the following format for Feature Request titles: Request: <title content>.For example: Request: Creating Product Name Variables Documenting User Interface ElementsBolding user interface elements: Bold the names of User Interface (UI) elements (e.g. menus, tabs, buttons, fields, checkboxes, lists, windows, icons) when writing procedures.  For example:  Click the Pages Menu from the top bar of the Editor.  Click the relevant page.  Click the Show More icon.  Click Page SEO.  Do not use bold on non-procedural content. For example: You can exclude a specific page from search engine results, by hiding it in the Page SEO section. Capitalizing user interface elements: Capitalize elements as they appear in the UI. For example:  Open the Media Manager.  Capitalize the names of UI elements that do not have labels. For example: Click the Settings icon.  Using Notes and TipsAdd informative notes to draw your customers' attention to important and useful information.Tips: Give customers best practices and use cases.Tip:Use notes and tips sparingly. Notes: Highlight important information. Note:You can easily change the type of informative content block you use.  Important Notes: Highlight information which is crucial to the completion of a task. Important:Save or publish your changes before you exit the Content Editor.Warnings: Highlight information that is of critical nature. Warning:Deleting a content block will permanently delete the content. Using ReferencesTitle names that appear as links should be capitalized as they appear in the title.For example: See Adding Images to Articles for more information. Links that are part of the sentence should not be capitalized.For example: You can add images to articles. Click here to learn more about adding images to articles.Tip:Do not bold references. Writing Numbers in Your ContentSpell out numbers when they appear at the beginning of a sentence. Otherwise, use numerals rather than words. One exception is if you are mixing the use of numbers, for example "Enter two 3s."Incorrect: Over one hundred million users have created at least one stunning website with Wix.Correct: Over 100 million users have created at least 1 stunning website with Wix.

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Formatting Text in Articles

Most of your text's formatting is defined in the Cascading Style Sheets (CSS), although you can add bold or italics from the Text Toolbar. You can also change the text type (e.g. regular text to list-formatted), link to other articles or web addresses, and insert inline images. To format text in an article:Go to the Content Editor of the relevant article. Highlight the text you'd like to format.Select an option from the Text Toolbar:Bold: Click the Bold icon  to make your text bold (or click Ctrl + B).Italics: Click the Italics icon  to italicize your text (or click Ctrl + I).Link: Click the Link icon  to hyperlink your text. Paste the Target URL or search for an article and select it, then click Insert Link. Bullets: Click the Bullets icon  to change your text into a bulleted list.Numbers: Click the Numbers icon  to change your text into a numbered list.Image: Click the Image icon  to add an inline image, then select an option:Upload image: Click Upload New Image, select a file from your computer and click Open. Then click Update.  Paste image URL: Paste the URL of an image in the Image Link field and click Update.  Note:We recommend adding images using separate content blocks. Use the inline images method in the Text Toolbar to add icons to lines of text. Important:If you experience issues with text that's been copied and pasted from an external source, try removing the formatting. 

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Adding User Notes in Tickets

User notes are internal notes that only agents can see in the Info Panel to the right of tickets. They're great for documenting important information about a customer.To add user notes:Go to a ticket from the relevant customer.Click the User Note icon  in the Info Panel to the right.Click the text field and enter your note.Press Enter on your keyboard.Notes:Repeat the steps to add more user notes. It is not possible to delete a user note. 

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Adding Text to an Article

Create articles that mostly consist of various types of text blocks. You can add text in different content blocks to make it easy to rearrange them later. To add text to an article:Go to an article's Content Editor. Hover over the left side of a content block and click the Add a block icon . Click the Text icon  and select a text type:Text: Add a standard block of text. Learn how to format your text.  Bulleted: Add a bulleted list. Use bulleted lists for single-step procedures or to list items that don't require a particular order. Numbered: Add a numbered list. Use numbered lists for multiple-step procedures that require a particular order. Enter your text in the Write something field. (Optional) Highlight your text and format it using the available options.Tip:You can also add text using different types of content blocks such as subtitles, informative notes, collapsible blocks, and more. Learn more about the types of content blocks you can add. 

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