In today’s fast-paced digital environment, users and customers expect instant answers and self-service options. Whether it’s a customer trying to troubleshoot a product issue or an employee seeking an internal process explanation, the right knowledge—available at the right time—makes all the difference. That’s where knowledge articles come into play.
Knowledge articles are structured pieces of content created to share information, answer common questions, and provide step-by-step solutions. They are the foundation of any robust knowledge base, powering customer support, employee onboarding, IT service desks, and more.
This article explores everything you need to know about knowledge articles—what they are, how to write them, their benefits, and how to manage them effectively.
What Are Knowledge Articles?
Knowledge articles are informational documents designed to answer specific questions or provide solutions to problems. They are often found within knowledge bases, help centers, support portals, or internal wikis.
Each article typically addresses a single topic or question and includes:
- A clear title
- A summary or introduction
- Step-by-step instructions or explanations
- Troubleshooting tips (if applicable)
- Links to related content
Knowledge articles can cover topics like:
- How-to guides
- FAQs
- Troubleshooting steps
- Product usage tips
- Internal procedures
- Policy explanations
Who Uses Knowledge Articles?
- Customers – To troubleshoot products, find answers, and reduce the need to contact support.
- Employees – To access internal procedures, technical documentation, and HR policies.
- Support Agents – As a reference tool when helping users or escalating issues.
- IT Teams – For managing tickets and providing self-service support in ITSM platforms.
- Sales & Marketing – To explain features, address objections, or assist with product demos.
Why Knowledge Articles Matter
Knowledge articles play a critical role in knowledge management strategies and offer numerous benefits:
1. Self-Service Enablement
Customers and employees can find answers without needing to contact support, reducing wait times and improving satisfaction.
2. Consistency in Information
Articles ensure that everyone receives the same, accurate, and up-to-date information.
3. Reduced Support Costs
By deflecting tickets and calls, knowledge articles reduce the workload on support teams.
4. Faster Onboarding
New employees can learn processes and systems independently, accelerating productivity.
5. Improved Case Resolution
Agents can resolve issues faster with internal articles as references.
Structure of a Knowledge Article
A well-structured knowledge article should be clear, concise, and easy to navigate. Here’s a typical structure:
- Title – Clearly describes the issue or topic (e.g., How to reset your password).
- Summary/Introduction – A brief overview of the problem or purpose of the article.
- Audience – Specify if the article is for customers, employees, or technical staff.
- Prerequisites – Any required steps, tools, or permissions.
- Instructions – Step-by-step guidance using numbered or bulleted lists.
- Screenshots/Visuals – To clarify complex steps.
- Troubleshooting/FAQs – Common issues or additional tips.
- Related Articles – Links to other helpful resources.
- Last Updated – A timestamp to ensure content freshness.
Types of Knowledge Articles
There are different types of knowledge articles depending on their audience and purpose:
1. Customer-Facing Articles
- Used in public-facing help centers or FAQs.
- Simple language, visuals, and actionable steps.
- Example: How to change your shipping address.
2. Internal Articles
- Created for employees or support agents.
- Can include technical jargon or confidential processes.
- Example: Procedure for handling a data breach report.
3. IT & Technical Articles
- For IT service desks and technical teams.
- Often include code snippets, configuration steps, or advanced troubleshooting.
- Example: Fixing a Windows 11 boot loop issue.
How to Write a Great Knowledge Article
Creating a useful knowledge article involves more than just writing—it’s about user-focused communication.
Step 1: Understand Your Audience
- Are you writing for technical staff or first-time users?
- Tailor language, tone, and detail level accordingly.
Step 2: Choose a Clear, Search-Friendly Title
- Use natural language and keywords your audience might search.
- Example: How to reset a forgotten password (instead of “Password Reset Procedure”).
Step 3: Use Simple, Direct Language
- Avoid jargon unless necessary.
- Break down complex concepts with analogies or examples.
Step 4: Organize Content Logically
- Use headings, bullet points, and numbered steps.
- Keep paragraphs short and scannable.
Step 5: Include Visual Aids
- Screenshots, diagrams, or videos improve comprehension and engagement.
Step 6: Test the Steps
- Follow the instructions as if you were a user—ensure they work and make sense.
Step 7: Review and Edit
- Check for clarity, spelling, and accuracy.
- Have a peer or subject matter expert (SME) validate the content.
Tools for Creating and Managing Knowledge Articles
Many tools exist to help teams write, organize, and publish knowledge articles effectively. Some popular ones include:
1. Knowledge Base Platforms
- Confluence (Atlassian) – Popular for internal team documentation.
- Zendesk Guide – Integrated with customer support tools.
- Freshdesk Knowledge Base – For customer-facing and internal articles.
- Helpjuice – Designed specifically for building searchable knowledge bases.
- Guru – Provides context-aware knowledge within workflows.
2. Content Management Systems (CMS)
- WordPress with knowledge base plugins – Great for public documentation.
- Notion – An easy-to-use wiki-style platform for internal documentation.
3. CRM & ITSM Integrations
- Salesforce Knowledge – Integrated with Salesforce for service teams.
- ServiceNow Knowledge – Used by IT departments and enterprises.
Knowledge Article Lifecycle
Managing knowledge articles is an ongoing process. Here’s a typical lifecycle:
- Creation – The article is written by an SME or documentation specialist.
- Review – Reviewed for accuracy and clarity.
- Approval – Validated by leadership or quality assurance.
- Publishing – Made available to the intended audience.
- Maintenance – Regularly updated to reflect changes.
- Archiving – Retired when no longer relevant.
A strong content governance strategy ensures articles stay accurate, helpful, and relevant over time.
Metrics for Measuring Article Effectiveness
It’s important to track how your knowledge articles are performing. Useful metrics include:
- Views – Number of times the article is accessed.
- Search Terms – What users are searching to find the article.
- Click-through Rate (CTR) – Indicates relevance to search results.
- Feedback/Helpful Votes – Users rating the article’s usefulness.
- Case Deflection Rate – Percentage of issues resolved without agent assistance.
- Time on Page – Helps understand if users are reading or bouncing.
Best Practices for Knowledge Articles
1. Make Content Searchable
Use relevant keywords in the title and body to improve searchability.
2. Keep Articles Short and Focused
Cover one issue per article to avoid confusion.
3. Update Regularly
Outdated content can cause frustration—schedule periodic reviews.
4. Create a Style Guide
Maintain consistency in tone, terminology, and formatting.
5. Enable Feedback
Let users rate or comment on articles to identify gaps or issues.
6. Promote Discoverability
Link to knowledge articles from emails, chatbots, support tickets, or within your app.
Knowledge Articles in the Context of Knowledge Management
Knowledge articles are a foundational element of a Knowledge Management (KM) strategy. KM is the practice of capturing, distributing, and effectively using organizational knowledge.
A strong knowledge article program:
- Preserves institutional knowledge
- Improves operational efficiency
- Drives innovation and collaboration
- Supports customer-centric strategies
By organizing and sharing expertise through knowledge articles, companies become more agile and resilient.
Real-World Example: Knowledge Article Use Case
Company: A SaaS company provides cloud-based productivity software.
Challenge: High volume of support tickets related to password resets and integration setup.
Solution:
The company created 50+ customer-facing knowledge articles covering:
- Account setup
- Common errors
- Integration instructions
- Billing FAQs
They embedded article suggestions in their chatbot and contact form. As a result:
- Ticket volume dropped by 30%
- First contact resolution improved
- Customer satisfaction increased
This demonstrates how effective knowledge articles can reduce strain on support and improve user experience.