💡 What?

<aside> 💡 A knowledge base article is one piece of content in your knowledge base

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❓ Why?

<aside> 💡 A great knowledge article will make it easier for people to get the help they’re looking for and reduce your support workload

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💪 How?

Content

• [ ] Outline what you’re covering in the article and when to use it
• [ ] Write down how the user can finish the task
  • [ ] As a checklist with screenshots
  • [ ] Optional: As a screen recording/walkthrough
• [ ] Write down frequently asked questions (FAQ) for the workflow
  • [ ] Note potential errors and how to fix them
  • [ ] Note all the edge cases where this procedure will not work

Structure/Metadata

• [ ] Structure the article well so that it’s easy to follow
• [ ] Make it scannable so that people can find help quickly
• [ ] Make it searchable in your knowledge base, but also via Google and other search engines

Additional help

• [ ] Give the user a way to contact support via email or chat
• [ ] Link other articles for similar workflows that this user might need

🔗 Related Templates

How to build a great knowledge base

🛠 Resources & Tools

Examples