Knowledge Base Article Template

Knowledge Base Article Template

Use this template for every new KB article to ensure consistency and maximum self-service deflection.

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Article Metadata (Internal)

Field	Value
Article ID:	KB-[###]
Title:	[How to / What is / Why does...]
Category:	[Getting Started / Account / Billing / Features / Troubleshooting / Integrations]
Tags:	[tag1, tag2, tag3]
Author:	[Name]
Created:	[Date]
Last Updated:	[Date]
Review Date:	[Date — set 90 days from last update]
Audience:	[All users / Admins / Developers]

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Article Structure

Title

Use one of these formats:

• "How to [do something]" — for task-based articles
• "What is [concept]?" — for explanatory articles
• "Why does [issue] happen?" — for troubleshooting articles
• "[Feature Name]: Getting Started" — for feature guides

Rules:

• Keep under 60 characters for SEO
• Include the primary keyword naturally
• Match the exact language customers use (check search queries)

Summary (Required)

Write 1-2 sentences that answer the question immediately. If someone only reads this paragraph, they should have a clear answer or know if this article is relevant to them.

Example: "To reset your password, go to Settings > Security > Change Password. You'll need access to the email address on your account."

Prerequisites (If Applicable)

List anything the user needs before they start:

• Admin access to the account
• [Integration] connected (see: [link to setup article])
• Latest version of [browser/app]

Step-by-Step Instructions

Use numbered steps. Each step should be one action.

1. Navigate to [location]

   • Go to Dashboard > Settings > [Section]

2. Click [Button/Link Name]

   • You'll see [what they should see — include screenshot if helpful]

3. Configure [Setting]

   • Set [field] to [value]
   • [Explain why this matters or what the options mean]

4. Save your changes

   • Click "Save" at the bottom of the page
   • You'll see a confirmation message: "[message text]"

Expected Result

Describe what success looks like:

After completing these steps, you should see [outcome]. This change takes effect [immediately / within X minutes].

Troubleshooting

Issue: [Common problem #1] Solution: [Fix]

Issue: [Common problem #2] Solution: [Fix]

Issue: [Common problem #3] Solution: [Fix]

Frequently Asked Questions

Q: [Common related question] A: [Answer]

Q: [Another related question] A: [Answer]

Related Articles

• Related Article 1 Title
• Related Article 2 Title
• Related Article 3 Title

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Writing Guidelines

1. Use simple language. Write at an 8th-grade reading level. Avoid jargon unless your audience is technical.
2. Be specific. Say "Click the blue Save button in the top-right corner" not "Save your changes."
3. Use screenshots sparingly. They break when the UI changes. Use them only for complex workflows.
4. Test every article. Follow your own steps on a test account before publishing.
5. Include search keywords. Add common misspellings and alternative terms to the tags field.
6. Keep articles focused. One article = one topic. Link to related articles instead of cramming everything in.
7. Update regularly. Set a 90-day review cycle. Outdated articles are worse than no article.