KM Software

Updated On: Apr 1, 2024

6 Steps to Create Knowledge Base Articles (+Templates)

Reading-Time 12 Min

Knowledge Base Articles

Where immediate access to information is paramount, knowledge base articles are automatic gatekeepers of support and guidance. Like a friendly and inviting front desk, these articles are often the first point of contact for customers facing challenges or seeking answers. Its importance to today’s customer experience cannot be overstated.

In today’s business, we can offer quick fixes and design interactions with customers that will leave a lasting good impression. Your team can enhance this critical part of the customer journey through effective knowledge management, ensuring a reliable, helpful, and impactful resource.

In this article, we will walk through potential solutions with solid knowledge base articles and see how to make templates that streamline the process, making it simpler than ever to create documents that are as effective and user-friendly as you desire for your front door.

Benefits of Well-Written Knowledge Base Articles

Knowledge base articles underpin both top-notch customer service and seamless internal operations. Imagine this scenario: A customer faces a confusing issue and feels frustrated and stuck. At this moment of need, a structured KB article provides a straightforward, step-by-step approach to solving the problem.

Knowledge base articles are like trusted companions for customers facing challenges with a product or service. The result? Frustration is reduced, and the customer journey becomes a positive experience.

Additionally, KB articles reduce the work of supporting teams by providing tools that allow customers to independently search for answers. This reduced number of support tickets enables support staff to focus on complex issues, providing personalized assistance that increases satisfaction and loyalty.

Furthermore, knowledge base articles offer a cost-effective onboarding solution, reducing the need for resource-intensive training programs. Status is another benefit; standardized Knowledge base content ensures that all employees receive consistent training and promotes the operational norms of a unified corporate culture.

1. Make the Content Easy to Skim

Break the content down with clear headlines. Use bullet points and outlines for quick understanding.

Grabbing and holding readers’ attention can take a lot of work. Consider the surprising fact that 79% of the users scanned any new page. This brief discussion emphasizes how crucial it is to simplify KB calculations.

One powerful technique to attract more readers is to break down your content into reader-friendly sections, each marked with clear headings. People not only find such content more approachable but also remember it better.

This structured approach is the difference between a story that captures readers’ attention and one that leaves them lost in digital noise. So, when creating knowledge base content, remember that clarity and simplicity are your friends in your efforts to better inform, engage, and empower your audience.

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For prolonged articles, provide anchor links at the pinnacle to allow readers to jump immediately to the section they need

Data overload is the norm today, and the strategic use of anchor links in lengthy KB articles could make all the distinctions. Long articles often deter readers, overwhelming them with facts. By deploying anchor hyperlinks at the article’s outset, you provide readers with a shortcut to their preferred section.

The effect of anchor links on user engagement is vast and quantifiable. This increase underscores their effectiveness in streamlining the reader’s adventure and saving precious time.

With anchor links directing readers to precise sections like “Data Analysis,” “Charts,” or “Formulas” in a comprehensive knowledge base article on “Advanced Excel Techniques,” users can efficiently navigate to the ideal statistics they are seeking.

This complements their revel in and encourages them to explore and interact with the content material.

3. Stick With Simple Knowledge Base Articles Titles

Use straightforward titles that carry the article’s purpose. Avoid jargon or overly complex terminology.

The power of simplicity in KB articles can’t be overstated, mainly in crafting article titles. Research has shown that titles with 6-13 words attract the highest and most consistent traffic. This fact underscores the importance of speaking the language of your audience, making your content material instantly relatable and on hand.

By selecting clean and concise titles that precisely convey the article’s purpose, for example, “How to Improve Workflow Efficiency,” you’re increasing the probability of attracting readers and setting the proper expectations.

The reader can explore and gain from the information you provide by using simple titles, improving the user experience overall.

4. Use Images to Create Clarity

Visual aids, inclusive of screenshots or diagrams, can considerably enhance understanding. Ensure the images are clear and relevant.

The statistics speak volumes: articles enriched with applicable photos experience a superb 94% growth in views. This surge in engagement transcends limitations to carry facts swiftly and successfully. Strategically positioned screenshots illustrating every step of the troubleshooting process are invaluable. These pictures enhance readers’ comprehension and instill confidence in the provided solutions.

If a person encounters a complicated software error message, an adequately crafted knowledge base articles, supported with transparent and pertinent screenshots, guides them through the resolution process without difficulty. This confidence in the provided solutions also instills a feeling of empowerment in the person, bolstering their confidence in navigating similar demanding situations.

5. Incorporate Feedback

Continuously update articles based on customer comments and evolving desires. This guarantees your expertise base stays applicable and powerful.

Customer feedback is a valuable asset in the world of knowledge base articles. In fact, customers would be willing to continue doing business with a company if it directly addressed their concerns. This highlights that responsive customer service is essential in fostering brand loyalty.

By making customer comments an indispensable part of KB article development, you now clear up instant issues and exhibit a steadfast commitment to consumer satisfaction.

When a customer encounters an outdated knowledge base articles while searching for help, promptly addressing their remarks by updating the item not only resolves their difficulty but also showcases your determination to improve their experience.

Moreover, feedback-driven improvements contribute to reducing support ticket volume. When clients find accurate solutions within KB articles, they may be less likely to submit support tickets, streamlining operations and freeing up resources for more complicated problems.

6. Incorporate Proper Formatting Practices

Accurate layout, such as fonts, colors, and bolds, makes your story more compelling.

Consistent formatting isn’t just an aesthetic; it’s a powerful statement about professionalism. A well-structured knowledge base articles is comparable to a well-organized library of information, inviting users to quickly explore it.

For example, take a customer navigating a support knowledge base article. Using an eye-catching layout with vibrant colors, fonts, and your brand’s logo increases trust in the reliability of the information presented. On the other hand, a complexly formatted article can create confusion and erode their confidence. This resembles a cluttered library where people get frustrated trying to find important information.

By implementing these suggestions and spotting the impact of statistics, data, and sensible examples, you may create KB articles that captivate, inform, and ultimately contribute to a more seamless and satisfying customer experience.

3 Knowledge Base Articles Templates

The structure of a knowledge base article plays a significant role in its clarity and appeal. Customers seek precise, concise answers and don’t want to spend time scrolling through lengthy essays. Utilizing standard knowledge base article templates can be instrumental in delivering adequate self-service customer support. Let’s explore some templates and examples:

1. How To Articles

Template: How to [Name of Task]

  • Applies to [Your Appropriate Products]
  • [Brief Description of Problem, if Needed]
  • [Step 1]
  • [Step 2]
  • [Step 3]
  • [Etc.]
  • [Brief Description of Solution, if Needed]
  • Related Articles: [Three to six articles with links]

Let’s look into the example of “How to Reset Your Password.”:

  • Applies to [Your Appropriate Products]
  • [Brief Description of the Problem]: Forgot your password? Learn how to reset it quickly.
  • [Step 1]: Click the “Forgot Password” link on the login page.
  • [Step 2]: Enter your email address.
  • [Step 3]: Check your email for a password reset link.
  • [Brief Description of Solution]: You’ve efficiently reset your password. Log in with your new credentials.
  • Related Articles: [Links to articles on account security and password tips]

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2. FAQ Articles

Template: [Topic Name]: Frequently Asked Questions

  • It’s about [Your Appropriate Products]
  • [Brief Description of Topic]
  • Table of Contents: [list of questions and answers with anchor links]
  • Further reading: [Links to related articles]

Let’s look into the example of “FAQs on billing and payment”:

  • Applies to [Your Appropriate Products]
  • [Brief Description of Topic]: Find answers to frequently asked questions about billing and payments.
  • Table of Contents:
  • [Question 1]: How can I update my payment method?
  • [Question 2]: When will I be billed for my subscription?
  • [Q3]: What payment methods are available?
  • Further reading: [links to articles on invoice details and subscription policy].

3. Tool Description Articles

Template: [Tool or Function]

  • Applies to [Your Appropriate Products]
  • [Brief Introduction of Tool or Function]
  • [Description of Tool]
  • [Final Tips/Information to Note about the Tool]
  • Related Articles: [Three to six articles with links]

Let’s look into the example of “Understanding Task Manager”:

  • Applies to [Your Appropriate Products]
  • [Brief Introduction of Tool or Function]: Learn the Task Manager tool.
  • [Description of Tool]: Task Manager permits you to display and control running processes on your device.
  • [Final Tips/Information]: Use Task Manager to improve system performance and troubleshoot troubles.
  • Related Articles: [Links to articles on optimizing system performance]

These templates are the foundation for creating structured, informative, and user-friendly knowledge base content. By adopting these considerations, you can simplify your knowledge sharing and enhance the customer experience.

Create Your Knowledge Base with Knowmax

Whether you’re guiding users through a specific task, answering often-asked questions, or explaining the functionality of a tool, a well-structured knowledge base articles guarantees your customers can get access to the statistics they need without difficulty. For organizations looking to create and manage KB articles efficiently, Knowmax is a game-changer.

By uploading information to knowledge base software such as Knowmax, AI can identify relevant data types and convert the exact text in Q&A format into FAQs for customer support. Uploaded content can be cleaned and reused to meet customer service needs.

Knowmax’s knowledge management allows graphics and video guides to be integrated into issues and troubleshooting operations wherever necessary. This helps agents resolve issues faster the first time, resulting in higher FCR and improved customer service.

In addition, content modules such as knowledge solutions, articles, visual guides, troubleshooting workflows, and others provided by Knowmax can be intuitively linked for searchability information, and the information is clearly identified.

Kamal Pathak

Lead Product Manager

Kamal Pathak has over 10 years of experience as a product manager building successful B2B SaaS products in customer experience space. He enjoys writing, speaking, and coaching aspiring product managers.

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