Web Content Accessibility Guidelines (WCAG) 2.0 defines how to make Web content more accessible to people with disabilities.
Accessibility involves a wide range of disabilities, including visual, auditory, physical, speech, cognitive, language, learning, and neurological disabilities. Although these guidelines cover a wide range of issues, they are not able to address the needs of people with all types, degrees, and combinations of disability. These guidelines also make Web content more usable by older individuals with changing abilities due to aging and often improve usability for users in general.
WCAG 2.0 is developed through the W3C process in cooperation with individuals and organizations around the world, with a goal of providing a shared standard for Web content accessibility that meets the needs of individuals, organizations, and governments internationally.
Each criteria can have one of the 3 following statuses:
- Supports: all applicable tests are successful;
- Supports with Exceptions: an applicable test is failed, at least;
- Not Applicable: there is no content relevant to the criteria
Principle 1: Perceivable
Information and user interface components must be presentable to users in ways they can perceive.
Guideline 1.1: Text Alternatives
Provide text alternatives for any non-text content so that it can be changed into other forms people need, such as large print, braille, speech, symbols or simpler language.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 1.1.1 Non-text Content |
Level A |
Supports with Exceptions |
Supports with Exceptions |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Provide alternatives for time-based media.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 1.2.1 Audio-only and Video-only (Prerecorded) |
Level A |
Not Applicable |
Not Applicable |
| 1.2.2 Captions (Prerecorded) |
Level A |
Not Applicable |
Not Applicable |
| 1.2.3 Audio Description or Media Alternative (Prerecorded) |
Level A |
Not Applicable |
Not Applicable |
| 1.2.4 Captions (Live) |
Level AA |
Not Applicable |
Not Applicable |
| 1.2.5 Audio Description (Prerecorded) |
Level AA |
Not Applicable |
Not Applicable |
| 1.2.6 Sign Language (Prerecorded) |
Level AAA |
Not Applicable |
Not Applicable |
| 1.2.7 Extended Audio Description (Prerecorded) |
Level AAA |
Not Applicable |
Not Applicable |
| 1.2.8 Media Alternative (Prerecorded) |
Level AAA |
Not Applicable |
Not Applicable |
| 1.2.9 Audio-only (Live) |
Level AAA |
Not Applicable |
Not Applicable |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Guideline 1.3: Adaptable
Create content that can be presented in different ways (for example simpler layout) without losing information or structure.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 1.3.1 Info and Relationships |
Level A |
Supports with Exceptions |
Supports with Exceptions |
| 1.3.2 Meaningful Sequence |
Level A |
Supports |
Supports with Exceptions |
| 1.3.3 Sensory Characteristics |
Level A |
Supports |
Supports |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Guideline 1.4: Distinguishable
Make it easier for users to see and hear content including separating foreground from background.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 1.4.1 Use of Color |
Level A |
Supports with Exceptions |
Supports with Exceptions |
| 1.4.2 Audio Control |
Level A |
Not Applicable |
Not Applicable |
| 1.4.3 Contrast (Minimum) |
Level AA |
Supports |
Supports |
| 1.4.4 Resize text |
Level AA |
Supports |
Supports |
| 1.4.5 Images of Text |
Level AA |
Supports |
Supports |
| 1.4.6 Contrast (Enhanced) |
Level AAA |
Supports |
Supports |
| 1.4.7 Low or No Background Audio |
Level AAA |
Not Applicable |
Not Applicable |
| 1.4.8 Visual Presentation |
Level AAA |
Supports with Exceptions |
Supports with Exceptions |
| 1.4.9 Images of Text (No Exception) |
Level AAA |
Not Applicable |
Not Applicable |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Principle 2: Operable
User interface components and navigation must be operable.
Guideline 2.1: Keyboard Accessible
Make all functionality available from a keyboard.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 2.1.1 Keyboard |
Level A |
Supports with Exceptions |
Supports with Exceptions |
| 2.1.2 No Keyboard Trap |
Level A |
Supports with Exceptions |
Supports |
| 2.1.3 Keyboard (No Exception) |
Level AAA |
Supports with Exceptions |
Supports with Exceptions |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Guideline 2.2: Enough Time
Provide users enough time to read and use content.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 2.2.1 Timing Adjustable |
Level A |
Supports with Exceptions |
Supports |
| 2.2.2 Pause, Stop, Hide |
Level A |
Supports with Exceptions |
Supports |
| 2.2.3 No Timing |
Level AAA |
Supports with Exceptions |
Supports with Exceptions |
| 2.2.4 Interruptions |
Level AAA |
Not Applicable |
Not Applicable |
| 2.2.5 Re-authenticating |
Level AAA |
Supports with Exceptions |
Supports with Exceptions |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Guideline 2.3: Seizures
Do not design content in a way that is known to cause seizures.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 2.3.1 Three Flashes or Below Threshold |
Level A |
Not Applicable |
Not Applicable |
| 2.3.2 Three Flashes |
Level AAA |
Not Applicable |
Not Applicable |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Guideline 2.4: Navigable
Provide ways to help users navigate, find content, and determine where they are.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 2.4.1 Bypass Blocks |
Level A |
Supports with Exceptions |
Supports with Exceptions |
| 2.4.2 Page Titled |
Level A |
Supports |
Supports with Exceptions |
| 2.4.3 Focus Order |
Level A |
Supports with Exceptions |
Supports |
| 2.4.4 Link Purpose (In Context) |
Level A |
Supports with Exceptions |
Supports with Exceptions |
| 2.4.5 Multiple Ways |
Level AA |
Supports with Exceptions |
Supports with Exceptions |
| 2.4.6 Headings and Labels |
Level AA |
Supports with Exceptions |
Supports with Exceptions |
| 2.4.7 Focus Visible |
Level AA |
Supports with Exceptions |
Supports with Exceptions |
| 2.4.8 Location |
Level AAA |
Supports with Exceptions |
Supports with Exceptions |
| 2.4.9 Link Purpose (Link Only) |
Level AAA |
Supports with Exceptions |
Supports with Exceptions |
| 2.4.10 Section Headings |
Level AAA |
Supports with Exceptions |
Supports with Exceptions |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Principle 3: Understandable
Information and the operation of user interface must be understandable.
Guideline 3.1: Readable
Make text content readable and understandable.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 3.1.1 Language of Page |
Level A |
Supports with Exceptions |
Supports |
| 3.1.2 Language of Parts |
Level AA |
Supports with Exceptions |
Supports with Exceptions |
| 3.1.3 Unusual Words |
Level AAA |
Supports with Exceptions |
Supports with Exceptions |
| 3.1.4 Abbreviations |
Level AAA |
Supports with Exceptions |
Supports with Exceptions |
| 3.1.5 Reading Level |
Level AAA |
Supports with Exceptions |
Supports with Exceptions |
| 3.1.6 Pronunciation |
Level AAA |
Supports with Exceptions |
Supports with Exceptions |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Guideline 3.2: Predictable
Make Web pages appear and operate in predictable ways.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 3.2.1 On Focus |
Level A |
Supports |
Supports |
| 3.2.2 On Input |
Level A |
Supports |
Supports |
| 3.2.3 Consistent Navigation |
Level AA |
Supports with Exceptions |
Supports with Exceptions |
| 3.2.4 Consistent Identification |
Level AA |
Supports with Exceptions |
Supports with Exceptions |
| 3.2.5 Change on Request |
Level AAA |
Supports with Exceptions |
Supports with Exceptions |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Help users avoid and correct mistakes.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 3.3.1 Error Identification |
Level A |
Supports |
Supports |
| 3.3.2 Labels or Instructions |
Level A |
Supports with Exceptions |
Supports with Exceptions |
| 3.3.3 Error Suggestion |
Level AA |
Supports with Exceptions |
Supports with Exceptions |
| 3.3.4 Error Prevention (Legal, Financial, Data) |
Level AA |
Supports with Exceptions |
Supports with Exceptions |
| 3.3.5 Help |
Level AAA |
Supports |
Supports |
| 3.3.6 Error Prevention (All) |
Level AAA |
Supports with Exceptions |
Supports with Exceptions |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Principle 4: Robust
Content must be robust enough that it can be interpreted reliably by a wide variety of user agents, including assistive technologies.
Guideline 4.1: Compatible
Maximize compatibility with current and future user agents, including assistive technologies.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 4.1.1 Parsing |
Level A |
Supports |
Supports |
| 4.1.2 Name, Role, Value |
Level A |
Supports with Exceptions |
Supports with Exceptions |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Sources
Web Content Accessibility Guidelines (WCAG) 2.0
