Guidelines for Knowledge Base Articles

2min
Introduction
This guide provides clear instructions to help you create effective knowledge base (KB) articles. The goal is to ensure your content is easy to understand, useful, and accessible to your audience.
Best Practices 
One Question, One Document
 Focus each article on answering a single question.
Example:
 ✅ How can I reset my password?
 ❌ How can I reset my password and update my email address?
Separate Topics
 Avoid combining multiple topics in one document.
Example:
 ✅ Create one document titled How to Change Your Email Address and another titled How to Update Your Profile Picture.
Keep It Short and Relevant
 Write only what is necessary to answer the question or explain the topic.
Example:
 ✅ To reset your password, follow these steps:
 ❌ Imagine you're locked out of your account; wouldn't it be great if you could regain access quickly? Here’s how you can do it.
Avoid Fluff
 Eliminate conversational or unnecessary phrases.
Example:
 ✅ Click on “Forgot Password” and enter your registered email.
 ❌ Wouldn’t it be amazing if you could reset your password with just a few clicks? Well, you can!
Question-Style Titles
 Use clear, question-based titles to make articles easy to find.
Example:
 ✅ How can I update my billing information?
 ❌ Updating Your Billing Info
Step-by-Step Instructions
 Provide numbered or bulleted instructions for clarity.
Example:
Go to the login page.
Click on “Forgot Password.”
Enter your registered email address.
Follow the link in the email to reset your password.
Clear Policy Documents
 Organize policy documents using descriptive headings.
Example:
 Access Policy: Who can access the system and under what conditions.
 Acceptable Use: Guidelines for proper usage of the system.
Include Important Notes
 Highlight essential details.
Example:
 ⚠️ Important Note: Password reset links expire in 24 hours.
Answer Variations Section
 At the end of the article, include a list of alternative phrasings for the main question.
Example:
 Main Question: How can I reset my password?
 Variations:
I forgot my password, how do I reset it?
Steps to recover my account.
Resetting a lost password.
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By following these examples and guidelines, you’ll create KB articles that are structured, clear, and helpful for users.
Updated 09 Dec 2024
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