Esri Knowledge Base

The Esri Knowledge Base is a compilation of technical articles about the use of Esri software. Article types include both procedural and conceptual information that allow users to more effectively deploy, configure, customize and use the software. The Knowledge Base includes articles that help users troubleshoot problems, describe bugs or error conditions, find answers to general questions, and describe installation and configuration of third-party products that work with Esri software, such as implementing a relational database management system or configuring a web server environment.

Sources of information
Esri Knowledge Base articles are primarily written by Esri support analysts, based on customer incidents and interactions, but are also written by Esri developers, professional services personnel, software release team members or other subject matter experts. Additionally, articles may be contributed by Esri international distributors.

Articles types
There are six basic article types used in the Esri Knowledge Base. The format for these are defined by an Esri-internal content management application. For those outside the Esri network, such as Esri international distributors, Esri provides Microsoft Word templates that include the same schema used by the internal content management application, and a collaborative workspace in which to submit content for inclusion in the Knowledge Base. The basic article types are as follows:


 * Bug - bug articles address a bug (known issue) with the software. These articles are usually associated with a unique bug identifier that enables users to track the progress of any service packs, patches or other releases that fix the issue. Bug articles also provide information about any workarounds to the problem or alternative solutions.
 * Problem - problem articles describe a problem that occurs through incorrect use of the software, often referred to as a workflow issue. Problem articles also provide alternative workflows to avoid or mitigate the problem situation or prevent the problem from occurring.
 * Error - error articles describe the conditions under which error messages are displayed during software use. These articles include the full text of the error message, by which the aricle is entitled.
 * FAQ - FAQs (Frequently Asked Questions) are used for brief answers to specific user questions. FAQs can be used to provide simple yes or no answers, and also more complex information about specific user implementations or usage scenarios.
 * How-to - "How-to" articles describe the step-by-step processes and detailed instructions for performing specific procedures. They usually include a series of sequential, numbered steps that the reader must follow to accomplish a task, such as configuring the software environment or specific implementation of tools or techniques.
 * Install - Often complex, these articles contain detailed instructions for installing third-party software.

Illustrations
Graphics used in Esri Knowledge Base articles may include screenshots of the user interface, descriptive illustrations, tables and charts, photographic images or other visual aids to learning.

Graphical elements used in an article are limited to 100 KB per file, and allowable file types are .jpg and .gif.

Publication workflow
Once an article is created and submitted by the author, it is technically reviewed by a subject matter expert who can reproduce the environment, verify the workflow or issue, and confirm the veracity of any solutions and applicability of the content. Once approved by a technical editor, the article is submitted to a copy editor for the correct use of grammar and syntax, spell-checking, formatting, and adherence to established style references. Once done, the copy editor publishes the article to the web and it becomes publically available.

User comments
Once published, readers have the ability to rate and add comments to articles. These comments are appended to the article and visible to other users. User comments are added to recommend the article, suggest updates or additional content, expand upon the article topic, identify errors in the content or the article itself, suggest alternate solutions or workflows, and to communicate scenarios under which the solution or workaround may be inadequate.

Esri personnel monitor user comments daily, respond to users, consult subject matter experts and revise articles accordingly. They also suggest alternative channels for user comments and concerns, such as forum posts, recommend supporting or ancillary content, and provide contact information for Esri domestic or international support. Esri personnel also recommend whether suggestions for product enhancement be submitted to Esri's ArcGIS Ideas site, and log bugs for software defects.

Article revisions and updates
Knowledge Base articles are periodically revised under certain conditions. When new versions of software products are released, content authors or owners review their articles and update them as needed to describe any new features, methods or processes. Articles are updated as new service packs, patches or other software enhancements become available. Articles are also revised in response to user comments.