Knowledge Base Best Practices

Build a self-service resource that actually helps customers.

Why Knowledge Base Matters

Customer Benefits

• Instant answers (no waiting)
• Available 24/7
• Can solve own problems
• Better experience

Business Benefits

• Reduces ticket volume
• Frees agents for complex issues
• Consistent answers
• Scales without hiring

The Goal

For every common question:

• Customer can find answer easily
• Article actually solves their problem
• No ticket needed

Writing Great Articles

Know Your Audience

Write for customers, not agents:

• No jargon
• No internal terms
• Assume no prior knowledge
• Clear, simple language

Structure for Scanning

People don't read, they scan:

• Clear headings
• Short paragraphs
• Bullet points
• Bold key information

Answer the Question First

Don't bury the answer:

❌ Bad:
"Our billing system was redesigned in 2023
to provide better flexibility. The new system
allows for... [5 paragraphs later]... to cancel,
click the Cancel button."

✓ Good:
"To cancel your subscription:
1. Go to Settings → Billing
2. Click Cancel Subscription
3. Confirm cancellation

Your access continues until..."

Use Visuals

Show, don't just tell:

• Screenshots
• Step-by-step images
• GIFs for processes
• Videos for complex topics

Article Structure

Standard Template

# [Task/Question]

Brief intro (1-2 sentences max)

## How to [Do Thing]

1. Step one
2. Step two
3. Step three

## Common Issues

### Issue 1
Solution...

### Issue 2
Solution...

## Related Articles
- Link 1
- Link 2

Key Elements

Titles That Work

Write for Search

Think about what customers type:

• ✅ "How to reset your password"
• ❌ "Password Recovery Process"

Start with Action Words

• "How to..."
• "Why is..."
• "What happens when..."
• "Troubleshooting..."

Be Specific

• ✅ "How to cancel your subscription"
• ❌ "Subscriptions"

Organizing Content

Collections/Categories

Group related articles:

• Getting Started
• Account & Billing
• Features
• Troubleshooting

Keep It Flat

Don't over-nest:

• ✅ Getting Started → 10 articles
• ❌ Getting Started → Setup → Account → Profile → 2 articles

Cross-Link

Connect related content:

• "See also" sections
• Inline links
• Related articles sidebar

Keeping Content Fresh

Regular Review Cycle

Monthly:

• Check most-viewed articles
• Verify steps still accurate
• Update screenshots

Quarterly:

• Review all articles
• Archive outdated content
• Fill content gaps

Triggers for Updates

Update when:

• Product changes
• Process changes
• New features launch
• Common questions change

Version Control

Track changes:

• Last updated date (visible)
• What changed
• Who updated

Using Feedback

Collect Feedback

Enable article ratings:

• "Was this helpful?" Yes/No
• Optional comments
• Track which articles need work

Act on Feedback

Low ratings = action needed:

1. Read customer comments
2. Identify what's unclear
3. Rewrite or add content
4. Monitor improvement

What Low Ratings Mean

Article Quality Checklist

Before publishing:

Content

• Answers the actual question
• Steps are complete and accurate
• Written for customer (not agent)
• No jargon or undefined terms

Format

• Clear, scannable structure
• Headings make sense
• Short paragraphs
• Visual aids where helpful

Findability

• Title matches search terms
• In correct collection
• Related articles linked
• Keywords included naturally

Accuracy

• Steps tested recently
• Screenshots current
• Links work
• Information correct

Common Mistakes

Mistake: Too Long

Problem: 3,000-word article for simple question

Fix:

• One article, one topic
• Split into multiple articles
• Keep it concise

Mistake: Too Technical

Problem: Written like internal documentation

Fix:

• Define terms
• Use simple language
• Test with non-expert

Mistake: No Visuals

Problem: Wall of text for visual process

Fix:

• Add screenshots
• Use numbered steps
• Include GIFs

Mistake: Outdated

Problem: Instructions for old version

Fix:

• Set review calendar
• Update on product changes
• Show "last updated" date

Mistake: Can't Find

Problem: Great article, no one finds it

Fix:

• Better title
• Add search keywords
• Improve categorization

Measuring Success

Key Metrics

Track Impact

Compare:

• Tickets before article vs. after
• Search queries vs. articles
• Self-service rate over time

Building Your KB

Start Here

1. List top 10 ticket types
2. Write article for #1
3. Test with real customer
4. Refine and publish
5. Repeat for #2-10

Quick Wins

These articles reduce most tickets:

• Account creation/setup
• Password reset
• Billing/pricing
• Common "how do I..."
• Top 5 errors

Ongoing Process

Each week:

• Review one collection
• Add one new article
• Update one outdated article
• Check feedback

Team Involvement

Everyone Contributes

• Agents identify gaps
• Agents draft articles
• Specialists review
• Editors polish

Ownership

Assign owners:

• Collection owners
• Review responsibilities
• Update accountability

Incentivize

Recognize contribution:

• Track who wrote what
• Celebrate good articles
• Measure deflection impact

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