It’s important to take a close look at what you want to say, but more importantly, you need to recognize the needs of your audience and how your information will help your future customers or clients. This first step will prime your article for success. We will walk you through nine tips that can get you through writing an informative, knowledge base article. Knowledge bases are used by customer service, customer support, and customer education teams.Ĭreating your own knowledge base article can benefit readers as they can find all the information they need in your article. Knowledge bases can be aimed at internal or external audiences and can serve different purposes.įor example, a software company may have FAQs and download instructions for their customer-facing knowledge base and also have an internal knowledge base for their employees to understand work-related tools and company policy. It is usually a collection of articles with images, videos, and text included. A knowledge base is a set of organized information about your product or service that a reader can go through to learn about said product or service or how to solve related problems. Or, type the name of your new tag and click + Add tag. In the Keywords for search section, click the Tags dropdown menu and select an existing tag.In the editor, navigate to the Settings tab.Improve search results by tagging your articles with keywords and phrases that readers would typically use to find it. Any changes to the article URL must be made in the article editor. ![]() Please note: when you move an article into a different category and/or subcategory, the article URL will not be modified. To further move the article into a subcategory, click the Subcategory dropdown menu and select a subcategory. In the dialog box, click the Category dropdown menu and select a category.To move an article into a subcategory or change its existing category or subcategory, hover over the article and click Move.To change the order of your subcategories or articles, click a subcategory or article and drag and drop it to its new position. By default, subcategories and articles are ordered alphabetically.Any subcategories and articles within the category will appear on the right. To organize a category's subcategories, click the category in the left sidebar.To create a new subcategory, click Create subcategory. The existing subcategories will appear on the right. To view the subcategories for a specific category, select a category from the left sidebar. ![]() All articles and subcategories must be removed from a category before it can be deleted.
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