Knowledge Base Article
Overview
Knowledge base articles should help users solve a specific problem or complete a specific task with minimal friction.
When to Use
- Customer help centers
- Internal IT or operations wikis
- Product documentation for common tasks and issues
- Support macro / deflection content
Structure That Works
- Clear, goal-oriented title
- Short summary or applicability note
- Prerequisites (if any)
- Step-by-step solution
- Expected result
- Troubleshooting / common errors
- Related articles
Principles
- One primary intent per article
- Match the language users actually search for
- Put the solution early; avoid long preambles
- Keep steps atomic and testable
- Update articles when the product or process changes
- Measure which articles deflect tickets and which fail
Verification
- Title matches a real user question or task
- Steps work when followed exactly
- Common failure points are covered