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    Knowledge Base Article Template

    Uploaded by

    nishanthrakn
    This document provides a template for creating knowledge base articles. It includes sections for the article title, applicability, common causes/issues, a solution overview, video walkthrough, step-by-step instructions, related articles, a feedback section, and contact information. The template is meant to be copied and customized with a company's own article content to build out its knowledge base and empower customers to self-solve issues. Instructions recommend reviewing articles with customers and including visual aids, clear explanations, related content, and support contact details.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Knowledge Base Article Template

    Uploaded by

    nishanthrakn
    45 views6 pages
    This document provides a template for creating knowledge base articles. It includes sections for the article title, applicability, common causes/issues, a solution overview, video walkthrough, step-by-step instructions, related articles, a feedback section, and contact information. The template is meant to be copied and customized with a company's own article content to build out its knowledge base and empower customers to self-solve issues. Instructions recommend reviewing articles with customers and including visual aids, clear explanations, related content, and support contact details.

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    Copy of Knowledge Base Article Template

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    This document provides a template for creating knowledge base articles. It includes sections for the article title, applicability, common causes/issues, a solution overview, video walkthrough, step-by-step instructions, related articles, a feedback section, and contact information. The template is meant to be copied and customized with a company's own article content to build out its knowledge base and empower customers to self-solve issues. Instructions recommend reviewing articles with customers and including visual aids, clear explanations, related content, and support contact details.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    45 views6 pages

    Knowledge Base Article Template

    Uploaded by

    nishanthrakn
    This document provides a template for creating knowledge base articles. It includes sections for the article title, applicability, common causes/issues, a solution overview, video walkthrough, step-by-step instructions, related articles, a feedback section, and contact information. The template is meant to be copied and customized with a company's own article content to build out its knowledge base and empower customers to self-solve issues. Instructions recommend reviewing articles with customers and including visual aids, clear explanations, related content, and support contact details.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 6

    Hi There.

    Thanks for Downloading This Resource.

    You Can Edit Your Own Version in One of Two Ways:


    1. Edit this version to fit your needs
    2. Go to “File” > “Download As” > “Microsoft Word” to Download
    3.

    ↓↓↓
    How to Use This Template
    This template should be used as a jumping off point for your company’s knowledge base
    article(s). Use this template to create any article you need for your customer support
    knowledge base.

    A thorough knowledge base can empower your customers to solve problems themselves, make
    them more comfortable with your products and services, and reduce the wait times and
    workload for your support teams – so make sure this article is easily accessible, clear, and
    helpful.

    Whenever you want to write a new knowledge base article, simply make a copy of this
    template, erase the italicized instructions, and fill in your own content. We’ve also included a
    knowledge base article best practices checklist for you to reference before publishing.

    Once you’re ready to begin, delete this page and start filling out your info below.

    Remember, you should add/edit/delete any copy or sections as you see fit.
    Bring Order to Customer Service
    Chaos.

    Start providing better customer service right


    now with Service Hub.

    Get Started With Service Hub

    (Keep scrolling to templates)

    ↓↓↓
    Knowledge Base Article Template

    [Article Title]
    Last Updated: [Insert date the article was last updated]

    Applies to:
    [List the types of customers this article applies to, like “Monthly Users,” or “Pro Account
    Holders.”]

    Common Causes/Issues:
    [What would cause someone to read this article? For example: “When you need to build a new
    custom report,” or “This often happens when you forget to input all of a contact’s
    information.”]

    Solution Overview:
    [Provide a quick rundown on how to solve the problem. I.e. “To solve this issue, first do Step A,
    then Step B, and finally Step C.]

    Video Walkthrough:
    [If you produced a training video on this topic, embed it here.]

    Tactical Rundown:
    [This section should go more in depth on how exactly to alleviate the issue your customer has
    come here to solve. Each step should have its own section header and contain images or GIFs
    to aid when appropriate.]

    Step 1

    [Input instructions for step one, then copy and paste this section and its header for each
    additional step if required. Remember to use visuals where appropriate.]

    Related Article(s):
    [Include the links and titles for any knowledge base articles related to this one.]

    Was This Article Helpful?


    [Include a way for readers to let you know whether or not the content was helpful. This can be a
    yes/no or thumbs up/thumbs down feature, a 1-5 rating, or a link to provide feedback through
    email or a survey.]

    Still Need Help?


    [Provide a way for customers to get in touch with you if they still have questions. This can be a
    link to your support page, a chat popup, or the email address for the best person to reach out
    to.]
    Knowledge Base Article
    Best Practices Checklist:
    ❏ Did you run this process by a customer or a fellow employee to see if he or she is able to
    follow along?
    ❏ Do you use visual aids such as images, videos, and/or GIFs where appropriate?
    ❏ Do you explain the process directly, clearly, and concisely, without unnecessary filler
    words?
    ❏ Do you provide related articles for similar issues or topics?
    ❏ Do you provide continued contact information for readers who still need help?
    ❏ Did you set a reminder to revisit this article periodically to ensure that the content is
    accurate and up-to-date?

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