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ARTICLE TYPE: How-to
USE WHEN: The reader needs to complete a specific task.
DELETE THESE GUIDANCE COMMENTS AS YOU WRITE.
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TITLE (set this in the ServiceNow title field, not in the body):
- Lead with the action: "Reset your corporate password"
- Sentence case, eight words or fewer
- No acronyms unless more recognized than the expansion
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SCOPE STATEMENT — REQUIRED. First sentence of the body.
Pattern: "This article applies to [audience] who need to [task or outcome]."
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This article applies to [audience] who need to [task].

## Before you begin

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What the reader needs to have, know, or be eligible for before starting.
If nothing is required, delete this section.
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- [Prerequisite 1]
- [Prerequisite 2]
- [System access or permission required, if any]

## Steps

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Numbered list. One action per step. Imperative verbs.
"Open Workday." not "The user should open Workday."
If a step has a sub-action, use a sub-bullet.
Reference exact strings (button labels, paths, system values) in `code formatting`.
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1. [First action.]
2. [Second action.]
3. [Third action.]
   - [Sub-action if needed.]
4. [Final action.]

## Confirm it worked

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What the reader should see when the task is complete.
This is the success state. Never end an article in mid-air.
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You should see [confirmation indicator: a message, a status change, an email].

## If something goes wrong

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Common failure modes and what to do about them.
Link to a troubleshooting article if one exists.
Use the design system's rule: tell the reader what happened, why, and what to do.
Do not blame the user.
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- **[Symptom]:** [Likely cause]. [What to do.]
- **[Symptom]:** [Likely cause]. [What to do.]

If the issue persists, [escalation path: link to support, ticket type, contact].

## Related articles

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Cross-links to related how-to, reference, or policy articles.
Use descriptive link text. Delete this section if nothing is genuinely related.
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- [Related article title]
- [Related article title]

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METADATA TO SET IN SERVICENOW (not in the body):
- Short description: one to two sentences combining scope and outcome
- Category / KB topic: from existing taxonomy
- Keywords: user-phrase synonyms ("locked out," "can't log in")
- Audience: who this applies to
- Owner: named person or team
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