Knowledge Base Article Template

Knowledge Base Article Template

Article Metadata

ARTICLE DETAILS
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Title:           {{ article_title }}
Category:        {{ category }}
Audience:        {{ audience }}
Related Tickets: {{ related_tickets }}
Author:          [author name]
Created:         [date]
Last Updated:    [date]
Review Date:     [date + 6 months]
Status:          [ ] Draft / [ ] In Review / [ ] Published

Article Structure

Use the following standardized structure for all KB articles:

{{ article_title }}

Category: {{ category }} | Audience: {{ audience }}

Applies To

• [List the systems, applications, or hardware this article applies to]
• [Include version numbers where relevant]
• [Specify operating systems if applicable]

Symptoms / Problem Description

Describe the issue the user is experiencing in clear, non-technical language (if audience is end users):

• [Symptom 1 — what the user sees or experiences]
• [Symptom 2 — error messages, if any, in exact wording]
• [Symptom 3 — when/how the issue typically occurs]

Cause

Brief explanation of why this issue occurs (optional for end-user articles, recommended for agent/admin articles):

• [Root cause or common trigger]

Resolution

Step-by-step instructions:

1. [Action verb] [what to do]

   • [Detailed sub-step if needed]
   • [Include screenshot placeholder: [Screenshot: description]]

2. [Action verb] [what to do]

   • [Detailed sub-step]
   • Expected result: [what should happen]

3. [Action verb] [what to do]

   • [Detailed sub-step]

4. Verify the fix

   • [How to confirm the issue is resolved]
   • Expected result: [what success looks like]

Alternative Solutions

If the primary resolution does not work:

1. Alternative approach 1: [brief description]
2. Alternative approach 2: [brief description]

Troubleshooting Tips

• [Common mistake to avoid]
• [Additional check if standard resolution fails]
• [Edge case that requires different handling]

If This Does Not Resolve the Issue

• Contact the IT helpdesk at [contact info]
• Reference this article: {{ article_title }}
• Include the following information in your ticket:
  • [What info to include]
  • [Error messages]
  • [Steps already attempted]

Related Articles

• [Link to related KB article 1]
• [Link to related KB article 2]

Writing Guidelines

Dos

• Write in clear, simple language appropriate for {{ audience }}
• Use numbered steps for procedures (not paragraphs)
• Include exact menu paths: Settings > Network > VPN
• Show exact error messages users might see
• Include screenshots for complex UI steps
• Test all procedures before publishing
• Set a review date (every 6 months)

Don'ts

• Don't assume technical knowledge (for end-user articles)
• Don't use jargon without explanation
• Don't combine multiple topics in one article
• Don't include temporary workarounds without marking them clearly
• Don't publish without peer review

SEO / Searchability

• Use keywords users would search for in the title
• Include common alternate terms (e.g., "WiFi" and "wireless")
• Include error message text verbatim for search matching

Review & Publishing Workflow

1. Author drafts article using this template
2. Peer review by another agent/engineer
3. Technical accuracy verified (steps tested)
4. Approved by knowledge base manager
5. Published to appropriate audience (internal/external)
6. Added to relevant categories and tagged
7. Scheduled for periodic review

Counter-Rationalizations

Output Format

Generate a complete KB article following the structure above, ready for review and publishing.