| Environment | The context of the problem, such as conditions, configurations, or versions. |
| Issue | The description of the customer’s stated problem. Usually the issue being addressed in the knowledge article itself, rather than the technical or root cause of the problem. |
| Problem | The technical assessment or explanation of the issue or an underlying condition causing the issue. |
| Process Steps | The series of actions taken to accomplish a task within the conversation. Process steps are more general than troubleshooting steps and can fill many needs or record types. For example, use them to cover the case intake questions or resolution steps. |
| Questions and Answer | Quick and easy summaries of the conversation. The question and answer must be mapped in a pair. The question is the customer query or reason for contacting customer support. The answer is the response or solution to the question given in the case or conversation. |
| Resolution | The solution or outcome for the problem and conversation. |
| Root Cause | The sources or origins of the problem. Often more technical underlying issues such as a bug or missing information. |
| Summary | A synopsis of the conversation or issue. The summary goes over key points in the case like the issue, question, and resolution. |
| Troubleshooting Steps | The series of actions taken to identify the problem and its root cause. Typically, these steps are more detailed and technical than process steps. Unlike process steps, they detail the individual tasks to identify the issue along with the steps to fix it. |
| Workaround | A temporary solution to circumvent the issue or problem. |