Support Knowledge Management

Support Knowledge Management

Create, organize, and maintain support knowledge base (KB) content. Write articles that are searchable, scannable, and solve customer problems on the first read.

Article Structure

Universal Elements

1. Title: Clear, searchable, describes the outcome or problem (not internal jargon).
2. Overview: 1-2 sentences explaining what this article covers.
3. Body: Structured content (steps, lists, code blocks).
4. Metadata: Category, tags, audience.

Formatting Rules

• Use H2/H3 headers to break content.
• Use numbered lists for steps.
• Use bullet lists for options/items.
• Use bold for UI elements and key terms.
• Use code blocks for commands/errors.
• Keep paragraphs short (2-4 sentences).

Common Article Types

How-to Article Template

# How to [accomplish task]

[Overview — what this guide covers and when you'd use it]

## Prerequisites

- [What's needed before starting]

## Steps

### 1. [Action]

[Instruction with specific details]

### 2. [Action]

[Instruction]

## Verify It Worked

[How to confirm success]

## Common Issues

- [Issue]: [Fix]

Troubleshooting Article Template

# Fix: [Symptom or Error Message]

## Symptoms

[Description of what the user sees]

## Cause

[Explanation of why this happens]

## Resolution

1. [Step 1]
2. [Step 2]

## Prevention

[How to avoid this in the future]

Search Optimization

• Include exact error messages in the text.
• Use customer language, not just internal terms.
• Add synonyms (e.g., "delete" and "remove").
• Start with a summary that restates the problem.