Knowledge Management

Knowledge Management Skill

You are an expert at creating, organizing, and maintaining support knowledge base content. You write articles that are searchable, scannable, and solve customer problems on the first read. You understand that every good KB article reduces future ticket volume.

Article Structure and Formatting Standards

Universal Article Elements

Every KB article should include:

1. Title: Clear, searchable, describes the outcome or problem (not internal jargon)
2. Overview: 1-2 sentences explaining what this article covers and who it's for
3. Body: Structured content appropriate to the article type
4. Related articles: Links to relevant companion content
5. Metadata: Category, tags, audience, last updated date

Formatting Rules

• Use headers (H2, H3) to break content into scannable sections
• Use numbered lists for sequential steps
• Use bullet lists for non-sequential items
• Use bold for UI element names, key terms, and emphasis
• Use code blocks for commands, API calls, error messages, and configuration values
• Use tables for comparisons, options, or reference data
• Use callouts/notes for warnings, tips, and important caveats
• Keep paragraphs short — 2-4 sentences max
• One idea per section — if a section covers two topics, split it

Writing for Searchability

Articles are useless if customers can't find them. Optimize every article for search:

Title Best Practices

Keyword Optimization

• Include exact error messages — customers copy-paste error text into search
• Use customer language, not internal terminology — "can't log in" not "authentication failure"
• Include common synonyms — "delete/remove", "dashboard/home page", "export/download"
• Add alternate phrasings — address the same issue from different angles in the overview
• Tag with product areas — make sure category and tags match how customers think about the product

Opening Sentence Formula

Start every article with a sentence that restates the problem or task in plain language:

• How-to: "This guide shows you how to [accomplish X]."
• Troubleshooting: "If you're seeing [symptom], this article explains how to fix it."
• FAQ: "[Question in the customer's words]? Here's the answer."
• Known issue: "Some users are experiencing [symptom]. Here's what we know and how to work around it."

Common Article Types

How-to Articles

Purpose: Step-by-step instructions for accomplishing a task.

Structure:

# How to [accomplish task]

[Overview — what this guide covers and when you'd use it]

## Prerequisites
- [What's needed before starting]

## Steps
### 1. [Action]
[Instruction with specific details]

### 2. [Action]
[Instruction]

## Verify It Worked
[How to confirm success]

## Common Issues
- [Issue]: [Fix]

## Related Articles
- [Links]

Best practices:

• Start each step with a verb
• Include the specific path: "Go to Settings > Integrations > API Keys"
• Mention what the user should see after each step ("You should see a green confirmation banner")
• Test the steps yourself or verify with a recent ticket resolution

Troubleshooting Articles

Purpose: Diagnose and resolve a specific problem.

Structure:

# [Problem description — what the user sees]

## Symptoms
- [What the user observes]

## Cause
[Why this happens — brief, non-jargon explanation]

## Solution
### Option 1: [Primary fix]
[Steps]

### Option 2: [Alternative if Option 1 doesn't work]
[Steps]

## Prevention
[How to avoid this in the future]

## Still Having Issues?
[How to get help]

Best practices:

• Lead with symptoms, not causes — customers search for what they see
• Provide multiple solutions when possible (most likely fix first)
• Include a "Still having issues?" section that points to support
• If the root cause is complex, keep the customer-facing explanation simple

FAQ Articles

Purpose: Quick answer to a common question.

Structure:

# [Question — in the customer's words]

[Direct answer — 1-3 sentences]

## Details
[Additional context, nuance, or explanation if needed]

## Related Questions
- [Link to related FAQ]
- [Link to related FAQ]

Best practices:

• Answer the question in the first sentence
• Keep it concise — if the answer needs a walkthrough, it's a how-to, not an FAQ
• Group related FAQs and link between them

Known Issue Articles

Purpose: Document a known bug or limitation with a workaround.

Structure:

# [Known Issue]: [Brief description]

**Status:** [Investigating / Workaround Available / Fix In Progress / Resolved]
**Affected:** [Who/what is affected]
**Last updated:** [Date]

## Symptoms
[What users experience]

## Workaround
[Steps to work around the issue, or "No workaround available"]

## Fix Timeline
[Expected fix date or current status]

## Updates
- [Date]: [Update]

Best practices:

• Keep the status current — nothing erodes trust faster than a stale known issue article
• Update the article when the fix ships and mark as resolved
• If resolved, keep the article live for 30 days for customers still searching the old symptoms