15 Min
Did you know that 91% of customers prefer using an online knowledge base—if it’s tailored to their needs?
This means that when your knowledge base addresses your customers’ most common challenges in a clear and easy-to-follow way, they’re more likely to use it instead of reaching out to your support team. Not only does this improve the customer experience, but it also helps reduce your support costs.
In this article, we’ll share knowledge base article templates, including FAQs, troubleshooting guides, how-to guides, and more, to help you create a customer-friendly knowledge base that works!
Top Knowledge Base Templates to Build a Comprehensive KB
Great knowledge base templates are clear, concise, and easy to follow. These templates are here to help you create content that guides your customers to solutions effortlessly.
Grab your knowledge base templates here (Including a bonus!)
1. FAQs
Your FAQ page is where customers go first when they need quick answers. Keep it simple.
Answer the most common questions in 1-2 clear sentences. For more complex topics that require more details, link to guides or videos for extra help.
Make it easy to skim, and your customers will love it.
| FAQs Template |
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|  [Title of the FAQ] FAQs For Online Clothes/Fashion Shop [Question 1]: What is the return policy? [Answer]: You can return any item within 30 days of purchase. Items must be unworn, unwashed, and in their original packaging. Please include the receipt or proof of purchase when returning. [Question 2]: How long does shipping take? [Answer]: Standard shipping usually takes 5-7 business days. Expedited shipping options are available at checkout for an additional fee. [Question 3]: How can I track my order? [Answer]: Once your order is shipped, you will receive a tracking number via email. You can use this number to track your package on our website or the courier’s website. [Question 4]: What payment methods do you accept? [Answer]: We accept all major credit cards, PayPal, and Apple Pay. For more information on payment options, please visit our Payment Information page. [Question 5]: How do I contact customer service? [Answer]: You can reach our customer service team by email at support@onlinestore.com or by calling 1-800-123-4567. Our hours of operation are Monday to Friday, 9 AM to 5 PM (EST). |
2. How-To Guides
How-to guides help your customers get the most out of your products or services by explaining how to use them. They make things easy to understand and help them feel confident about their choices.
| How-To Guides Template |
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| [Title/Process Description]  How to Set Up Your New Phone [Step-by-Step Guidance: Add step by step instructions concisely and add supporting pictures or screenshots] Step 1: Unbox Your Phone Open the box carefully and take out your new phone. Inside, you’ll find the phone, a charger, a USB cable, and a user manual. Take a moment to ensure all these items are included. Step 2: Insert the SIM Card Locate the SIM card tray on the side of your phone. Use the SIM eject tool provided in the box (or a paperclip) to gently push into the small hole next to the tray. The tray will pop out. Place your SIM card into the tray, making sure it fits securely, and then slide the tray back into the phone. Step 3: Power On Your Phone Press and hold the power button, usually found on the side or top of the phone, until the screen lights up. The phone will boot up and display the welcome screen. Step 4: Choose Your Language and Region On the welcome screen, select your preferred language and region. This setting determines the language for the entire phone interface and regional settings like date and time formats. Step 5: Connect to Wi-Fi You’ll be prompted to connect to a Wi-Fi network. Choose your home or preferred Wi-Fi network from the list, enter the password, and tap “Connect.” This step ensures your phone can download updates and sync data during setup. Step 6: Sign in to Your Account Next, sign in with your Google or Apple ID, depending on whether you’re using an Android or iPhone. This will sync your apps, contacts, and other important data to your new device. If you don’t have an account, you can create one during this step. Step 7: Restore from a Backup (Optional) If you’re switching from an older phone, you can choose to restore your data from a previous backup. Follow the on-screen instructions to transfer your apps, contacts, photos, and settings from your old device to the new one. Step 8: Set Up Face ID or Fingerprint To secure your phone, set up Face ID, Touch ID, or another form of biometric security, depending on your phone model. Follow the on-screen instructions to scan your face or fingerprint. Step 9: Install Updates Your phone might prompt you to install software updates. It’s a good idea to do this right away to ensure you have the latest features and security patches. Tap “Install” and let the phone update. Step 10: Customize Your Phone Once setup is complete, explore the settings to customize your phone to your liking. You can change your wallpaper, set up notifications, arrange your home screen, and download any apps you need from the App Store or Google Play Store. Step 11: Start Using Your Phone Congratulations! Your phone is now set up and ready to use. Make a call, send a text, or explore the internet to get started. Don’t forget to charge your phone regularly to keep it running smoothly. |
3. Troubleshooting Guides
Troubleshooting guides are like roadmaps that help customers solve common issues step by step. Keep the instructions simple and include visuals or examples where possible. Highlight common mistakes to avoid, so customers can fix problems faster without feeling frustrated.
| Troubleshooting Guide Template |
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| [Add Title] Troubleshooting Guide for the Laptop not powering on Issue: [Describe the problem clearly and concisely.] The laptop is not powering on or displaying anything on the screen.  Symptoms: [List observable symptoms or error messages.] 1. Laptop does not respond when the power button is pressed 2. No lights, sounds, or display when attempting to power on 3. The screen remains black despite the laptop being on 4. The laptop is unresponsive to keyboard or touchpad inputs   Tip: Add a table or an image with clear problem statements for better comprehension  Possible Causes: [List the possible causes of the problem] 1. Laptop is not properly connected to a power source, or the battery is depleted 2. Power adapter or charging cable is faulty 3. The display is not functioning or is damaged 4. The laptop is stuck in a sleep or hibernation state 5. Hardware failure in the laptop  Step-by-Step Resolution: [List actionable steps to resolve the problem]  Step 1: Check Power Connection Ensure the laptop is properly connected to a working power outlet. Verify that the charging cable and power adapter are securely connected to the laptop. If possible, try using a different power outlet or adapter. Step 2: Check Battery Status If the laptop is not charging, remove the battery (if removable) and attempt to power on the laptop with just the AC adapter connected. If the laptop powers on, the battery may need to be replaced. Step 3: Perform a Hard Reset Disconnect the laptop from any power sources and remove the battery (if removable). Press and hold the power button for 15-20 seconds to drain any residual power. Reconnect the power source and try turning the laptop on again. Step 4: Check the Display If the laptop appears to be on (lights or sounds are present), but the screen is black, try connecting the laptop to an external monitor or TV using an HDMI or VGA cable. This will help determine if the issue is with the laptop’s display. Step 5: Reset the Laptop If the laptop is stuck in a sleep or hibernation state, perform a reset by holding down the power button for 15-20 seconds until the laptop powers off. Wait a few seconds, then press the power button again to turn the laptop back on. Step 6: Inspect for Hardware Issues Check the laptop for any visible damage, loose connections, or unusual noises. If possible, test the laptop with a different power cord or adapter. If the issue persists, there may be an internal hardware problem.  Additional Notes: [Include any extra information or mention any resources for further help] Example: Contact customer support on [0-000-00000] for further assistance if the problem persists. |
4. Product Information Articles
A product description article is a short product guide. It explains what the product does, its features, and why it’s worth buying. It helps customers make confident decisions by giving them all the information they need in one place.
| Product Information Article Template |
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| Product Information Article for the XYZ Smartphone Title [Product/service name description] XYZ Smartphone Description Introduction [Start with an engaging opening that gives context about the product and explains its purpose] The XYZ Smartphone combines cutting-edge technology, sleek design, and superior performance, making it the perfect choice for those who demand more from their devices. Whether you’re a tech enthusiast, a professional on the move, or just someone who loves staying connected, the XYZ Smartphone is built to fit seamlessly into your lifestyle. In this guide, we’ll break down everything you need to know about this remarkable device. From its standout features that set it apart to the detailed technical specifications that power its performance, you’ll have all the information you need in one place. Description [Offer a concise overview of the product, highlighting its primary uses, functions, and benefits] The XYZ Smartphone is a high-performance mobile device that combines advanced functionalities with an intuitive user experience. Its powerful processor, stunning display, and long-lasting battery make it ideal for a variety of use cases, including streaming media, gaming, multitasking, and photography. The XYZ Smartphone also offers robust security features and seamless connectivity, making it a reliable companion for both work and play. Key Features [List the product’s main features using bullet points or a numbered list] – 6.7-inch Super AMOLED Display: Provides vibrant colors and deep contrasts for an immersive viewing experience – Triple-Camera System: Equipped with a 108MP main camera, a 12MP ultra-wide camera, and a 10MP telephoto camera, delivering professional-grade photos and videos – 5G Connectivity: Enables lightning-fast internet speeds, ensuring smooth streaming and quick downloads – Snapdragon 8 Gen 2 Processor: Ensures smooth performance, even when running multiple apps or playing high-intensity games – 5000mAh Battery: Offers extended usage time, with fast charging capabilities to get you back up and running quickly – 128GB/256GB Storage Options: Provides ample space for apps, photos, videos, and more, with expandable storage available – In-display Fingerprint Sensor: Offers secure and convenient unlocking of your device Technical Specifications [Provide detailed technical information about the product, including its dimensions, weight, materials, and other relevant specs] – Dimensions: 164.5 x 75.8 x 8.4 mm – Weight: 206 grams – Materials: Gorilla Glass Victus front and back, aluminum frame – Processor: Qualcomm Snapdragon 8 Gen 2 – RAM: 8GB/12GB options – Storage: 128GB/256GB, expandable up to 1TB via microSD – Display: 6.7-inch Super AMOLED, 1440 x 3200 pixels resolution, 120Hz refresh rate – Battery: 5000mAh, fast charging 45W, wireless charging 15W – Operating System: Android 13, XYZ OS skin – Camera: Rear – 108MP (wide), 12MP (ultra-wide), 10MP (telephoto); Front – 32MP – Connectivity: 5G, Wi-Fi 6E, Bluetooth 5.2, NFC – Ports: USB Type-C, no 3.5mm headphone jack – Water Resistance: IP68 certified Compatibility [Explain any compatibility requirements or limitations, such as operating systems, software versions, or hardware needs] The XYZ Smartphone is compatible with all major carriers and supports 5G connectivity. It requires a SIM card and is compatible with nano-SIM or eSIM. The device operates on Android 13 and is optimized for the latest software versions. It is also compatible with a wide range of accessories, including wireless chargers, Bluetooth headphones, and smartwatches. Maintenance Tips [Give advice on how to maintain the product to ensure it performs well and lasts longer] – Regularly wipe the screen with a microfiber cloth to prevent smudges and maintain touch sensitivity – To protect your device from drops and scratches, use a high-quality case – Keep the smartphone away from extreme heat or cold to prevent battery degradation – Use the original charger and avoid overcharging to extend battery life – Ensure your device runs smoothly by keeping the software up to date  Additional Information [Include any extra details about the product, such as warranty information, regulatory compliance, or certifications] – The XYZ Smartphone comes with a standard one-year warranty covering manufacturing defects – The device is compliant with international safety and quality standards, including CE and FCC certifications – The XYZ Smartphone is manufactured using eco-friendly materials and packaging, with an emphasis on sustainability  Conclusion [Wrap up by summarizing the key points about the product and encourage users to explore more or get in touch for assistance] The XYZ Smartphone is a top-tier device designed for those who value performance, design, and reliability. With its advanced features, robust build, and user-friendly interface, it offers everything you need in a modern smartphone. For more information or assistance, feel free to reach out to our customer support team on 1-800-000-0000 or support@xyzsmartphone.com. Explore the XYZ Smartphone today and experience the future of mobile technology. |
Put these knowledge base templates to use today!
Create a Robust Knowledge Base with AI
Wondering how to get started? We’ve got you. Knowmax is an AI knowledge management platform that helps you:
- Create and launch your knowledge base
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- Make your knowledge base easy-to-search with Conversational AI search
- Improve your self-service with Gen AI chatbots
To see Knowmax in action, talk to our product experts today.
