Formatting multiple resolutions in the resolution field - headings or bold titles?

[Magnus Hovik]

Hey!

If a Resolution field has more than one resolution in it, should each one have a heading (H2/H3), or is a bold title correct? Especially in terms of AI search / NowAssist.

Either:

(With bold text)

Option 1: Restart the Teams app

1. Close Teams completely
2. Reopen Teams and try again

Option 2: Clear the Teams cache

1. Close Teams
2. Navigate to %appdata%\Microsoft\Teams
3. Delete the contents of the Cache folder
4. Reopen Teams

(Or with h2)

Option 1: Restart the Teams app

1. Close Teams completely
2. Reopen Teams and try again

Option 2: Clear the Teams cache

1. Close Teams
2. Navigate to %appdata%\Microsoft\Teams
3. Delete the contents of the Cache folder
4. Reopen Teams

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I'm reading these two articles: 
- Guidance on Knowledge Article Authoring Best Practices for Now Assist in Virtual Agent - Support and...

- Best practices to use your knowledge articles with... - ServiceNow Community

But I'm not sure about the final answer. In the first article it says "h2" or "h3" for sections, but what does that really mean?

Thanks!

[owenbarber]

I would suggest using Headings especially if using or thinking of using AI to reference the articles.  The headings are more like anchors, H2 is more of a 'Major' section like a chapter of a book and the H3 would break that down further into Subsections.  So your H2 option looks good to me in this context.