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How to Create Great Knowledge Base Articles: Tips & Templates
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An Easy-To-Use Knowledge Base

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An Easy-To-Use Knowledge Base

How to Create Great Knowledge Base Articles: Tips & Templates

Jan 16, 2024
18 min read
Hiver HQ
Nidhi Lohia

Table of contents

For every business, there are times when they have to answer the same query from different customers; over and over again.

Honestly, this is a waste of time and effort – support agents will have to type the same answer to different customers across multiple touchpoints. 

Imagine if you could make this process easier. 

That’s where Knowledge Base Articles (or KBAs for short) come in. With KBAs, you can put all those common questions and answers in one place on your website. It’s like having a helpful assistant who’s always there, ready to help your customers with the information they need. 

But it’s not just about answering questions. KBAs can also show your customers how to use your products or services, step by step. This way, they can find out what they need to know without having to pick up the phone or send an email. 

So, stick around as we share some ways to create great knowledge base articles. Trust us, your customers will thank you!

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Table of Contents

What is a Knowledge Base?

A Knowledge Base in customer service, is a systematic collection of how-to guides, FAQs, video tutorials, user manuals, and troubleshooting articles organized and curated to provide customers with answers to common questions, guidance on product usage, and resolutions to typical problems. 

Serving as an online self-help tool, it aims to empower customers by granting them immediate access to the information they need, thereby reducing their dependency on live customer support channels. 

Such a system not only enhances customer experience by offering instant and 24/7 support availability but also helps support teams reduce the volume of tickets they need to handle.

The efficacy of a knowledge base is often measured by its comprehensiveness, ease of navigation, search functionality, clarity of content, and ability to evolve based on user feedback and changing business needs.

10 Best Knowledge Base Software for Your Business [2024]

What is a Knowledge Base Article?

A Knowledge Base Article is a singular, focused piece of content within a knowledge base that addresses a specific question, issue, or topic related to a company’s products or services. It’s designed to provide customers with a comprehensive answer or solution, thereby equipping them with the knowledge or guidance they seek. 

Knowledge base articles are typically written in a clear, concise, and easily digestible format to ensure that readers can quickly grasp the provided information and apply it as needed.  The article may include step-by-step instructions, screenshots, video tutorials, diagrams, or any other form of illustrative content. 

Types of Knowledge Base Articles for Different Businesses

Different businesses often require diverse types of knowledge base articles depending on their industry, product, service, and audience. Here are the types of knowledge base articles for various businesses:

1. Tutorials or How-To Guides: These are step-by-step instructions that help users complete specific tasks or processes.

  • Business: Software as a Service (SaaS)
  • Example: “How to Integrate XYZ CRM with Our Email Marketing Tool.”

2. FAQs (Frequently Asked Questions): A compilation of common queries that users or customers may have about the product or service.

  • Business: E-commerce Store
  • Example: “What payment methods do you accept?”

3. Troubleshooting Articles: Guides that address common problems or errors that customers might encounter.

  • Business: Tech Hardware Company
  • Example: “Troubleshooting Printer Connectivity Issues.”

4. Product or Service Overviews: Detailed descriptions of a product or service.

  • Business: Real Estate Agency
  • Example: “Overview of Our Property Management Services.”

5. Policy and Compliance Information: Articles explaining the rules, regulations, or policies associated with the product or service.

  • Business: Financial Services
  • Example: “Understanding Our KYC (Know Your Customer) Procedures.”

6. Glossaries: Definitions of industry-specific terms or product-specific jargon.

  • Business: Winery
  • Example: “Wine Terminology Glossary: From Aeration to Zinfandel.”

7. Best Practices or Tips: Articles that offer advice or recommendations to maximize the utility of a product or service.

  • Business: Photography Studio
  • Example: “Best Practices for Posing for Portraits.”

8. Case Studies: Real-world examples showcasing the application and benefits of a product or service.

  • Business: Digital Marketing Agency
  • Example: “How ABC Company Increased Online Sales by 200% Using Our Strategies.”

9. Release Notes or Updates: Information on the latest features, improvements, or fixes in a product or service.

  • Business: Mobile App Development
  • Example: “Version 3.5 Update: New Features and Bug Fixes.”

10. User Stories or Testimonials: Articles that contain experiences shared by users, often highlighting the benefits or transformations they experienced.

  • Business: Fitness and Health Clubs
  • Example: “Jane’s Journey: From Sedentary to Marathon Runner with Our Training Program.”

11. Installation or Setup Guides: Detailed guidelines on initiating or setting up a product or service.

  • Business: Electronics Manufacturer
  • Example: “Setting Up Your New Smart TV in 5 Easy Steps.”

Note that different types of businesses will often have overlapping needs for these articles. For instance, both a software company and a physical product company might need troubleshooting guides, though the content of those guides would differ substantially. The key is understanding the target audience’s needs and creating content that addresses those requirements effectively.

11 Ways to Create Great Knowledge Base Articles

Here are 11 ways to create great knowledge base articles for your audience.  

1. Understand Your Audience’s Needs

Before you start writing a knowledge base article, it’s crucial to understand who you’re writing for. Knowing your audience’s needs, preferences, and pain points will help you create content that’s relevant, useful, and easy to understand.

What do you need to do?

  • Research Your Audience: Begin by researching your target audience. Who are they? What problems are they trying to solve? This information will guide the tone, style, and content of your article.
  • Gather Feedback: Use surveys, feedback forms, or direct communication to understand what your users are struggling with. This will give you insights into the topics that need to be covered.
  • Use Analytics: Tools like Google Analytics can show you which pages on your website or knowledge base are most visited, indicating what information users are seeking.

Some examples:

#1 Tech Startup Software:

  • Persona: “Entrepreneur Eric”, a 40-year-old founder of a startup. He’s tech-savvy but new to your software.
  • Potential Article Topic: “Getting Started with [Software Name]: A Guide for Startups”.
  • Why It’s Relevant: Eric needs a quick onboarding process to integrate the software into his business operations.

#2 Organic Baby Food Brand:

  • Persona: “Motherly Mia”, a 28-year-old new mom who’s keen on organic products for her baby.
  • Potential Article Topic: “Why Organic Ingredients Matter for Your Baby’s Health”.
  • Why It’s Relevant: Mia is seeking assurance that she’s making the healthiest choice for her infant.

#3 Adventure Travel Agency:

  • Persona: “Adventurous Andy”, a 35-year-old thrill-seeker looking for his next big adventure.
  • Potential Article Topic: “Top 5 Adventure Destinations for Thrill-Seekers in 2024”.
  • Why It’s Relevant: Andy wants to explore unique and thrilling travel destinations, and he needs guidance on where to go next.

#4 Eco-friendly Cleaning Products:

  • Persona: “Eco-warrior Emma”, a 50-year-old homeowner passionate about sustainable living.
  • Potential Article Topic: “The Environmental Impact of Cleaning Products: Making the Switch to Green”.
  • Why It’s Relevant: Emma is on a mission to reduce her carbon footprint and needs information on how switching to eco-friendly cleaning products can help.

Template for understanding your audience’s needs:

Title: [Topic based on customer need]

– Brief overview of the topic.
– Highlight the significance of addressing this particular need.

1. **Research Insights:**
-List of prevalent questions or issues faced by customers.
-Statistics or data that back these findings.

2. **Customer Persona:**
-Needs and Preferences:
-Common Questions/Issues:

-Re-emphasize the importance of understanding the audience.
-Advocate for feedback to perpetually refine content.

2. Structure Your Article for Easy Navigation

A well-structured article allows readers to quickly find the information they’re looking for. By organizing your content with clear headings, subheadings, and bullet points, you enhance the user experience and make your knowledge base more effective.

What do you need to do?

  • Use Clear Headings: Headings break up the content and give readers a quick overview of what the article covers. They should be descriptive and concise.
  • Incorporate Subheadings: Subheadings further divide the content into manageable chunks, making it easier for readers to scan and find specific information.
  • Bullet Points and Lists: These are excellent for summarizing information, highlighting key points, or presenting step-by-step instructions.
  • Include a Table of Contents: For longer articles, a table of contents with clickable links can help readers jump to the section they’re interested in.
  • Consistent Formatting: Ensure that you use consistent formatting throughout your knowledge base. This includes font sizes, styles, and colors.

Some examples:

  • Online Clothing Store’s Return Policy:
    • Heading: “Our Return and Exchange Policy”
    • Subheadings: “Conditions for Returns”, “Steps to Initiate a Return”, “Processing Refunds”
    • Bullet Points under ‘Steps to Initiate a Return’:
      • Log into your account.
      • Locate the order in your purchase history.
      • Click on “Request a Return”.
      • Follow the on-screen instructions.
  • Tech Gadget’s Troubleshooting Guide:
    • Heading: “Troubleshooting Your [Gadget Name]”
    • Subheadings: “Power Issues”, “Connectivity Problems”, “Software Glitches”
    • Bullet Points under ‘Power Issues’:
      • Ensure the gadget is charged.
      • Check the power cable for any damage.
      • Try a different power source.
  • Cooking Recipe on a Food Blog:
    • Heading: “Delicious [Dish Name] Recipe”
    • Subheadings: “Ingredients”, “Preparation Steps”, “Serving Suggestions”
    • Bullet Points under ‘Ingredients’:
      • 2 cups of flour.
      • 1 cup of sugar.
      • 3 eggs.

Template for structuring your article:

Title: [Main Topic of the Article]

-Brief context or background about the topic.
-Importance of the topic for the reader.

[Heading 1]
Overview or introductory content related to the heading.

[Subheading 1.1]
-Detailed information or steps.
-Use bullet points or lists if necessary:
-Point 1
-Point 2

[Subheading 1.2]
-Further details or related content.
-Again, utilize bullet points or lists:
-Point A
-Point B

[Heading 2]
-Another major section of the article.

-Summarize the main points discussed.
-Call to action or next steps for the reader.

3. Incorporate Visuals to Enhance Understanding

Visual elements, such as images, diagrams, and videos, can significantly improve the clarity of your articles. They not only break up large chunks of text but also provide a visual representation of the information, making it easier for readers to grasp complex concepts.

What do you need to do?

  • Use Screenshots: If you’re explaining a software or online tool, screenshots can show readers exactly where to click or what to expect. Ensure they are clear, and consider adding annotations for emphasis.
  • Include Diagrams: For complex processes or workflows, diagrams can simplify the information and provide a visual roadmap for readers.
  • Embed Videos: Some users prefer watching over reading. Short, informative videos can be a great way to explain complicated topics or provide step-by-step tutorials.
  • Optimize Image Sizes: Ensure that your images are optimized for web use. They should be clear but not so large that they slow down the page loading time.
  • Alt Text for Accessibility: Always include alt text for your images. This ensures that users with visual impairments can understand the content using screen readers.

Some examples:

  • Software Tutorial:
    • Images: Screenshots highlighting where to click or what to expect on the screen.
    • Infographics: A flowchart showing the software’s workflow or process.
    • Video: A step-by-step walkthrough of a specific feature or function.
  • Assembly Instructions for a Product:
    • Images: Photos of the product at various stages of assembly, highlighting specific components.
    • Infographics: A diagram showing the sequence of assembly steps.
    • Video: A real-time assembly demonstration, guiding customers through each step.
  • Health and Fitness Blog:
    • Images: Photos of exercises, equipment, or healthy meals.
    • Infographics: A chart showing the nutritional breakdown of a meal or the benefits of a particular exercise.
    • Video: Demonstrations of workout routines or cooking tutorials.

Template for incorporating visuals:

Title: [Main Topic of the Article]

-Brief context or background about the topic.
-Importance of visuals in enhancing understanding.

[Heading 1]
-Textual content related to the heading.

[Image/Infographic/Video Caption]
-Description of the visual.
-Ensure the visual is placed close to the relevant text for context.

[Heading 2]
-Another major section of the article.

[Image/Infographic/Video Caption]
-Description of the visual.
-Highlight any key points or features shown in the visual.

-Summarize the main points discussed.
-Emphasize the added value of the visuals in the article.
-Call to action or next steps for the reader.

4. Ensure Content is Up-to-Date and Accurate

In the rapidly evolving world of technology and services, outdated information can lead to confusion and frustration for your users. Regularly updating your knowledge base articles ensures that your customers always have access to the most current and accurate information.

What do you need to do?

  • Regular Reviews: Schedule periodic reviews of your knowledge base articles. This ensures that any changes in products, services, or processes are reflected in your content.
  • Feedback Loop: Encourage users to report any inaccuracies they find. This not only helps in keeping the content accurate but also builds trust with your users.
  • Version Control: If your product or service has gone through multiple versions, make sure to specify which version your article pertains to. Consider maintaining separate articles for major versions if there are significant differences.
  • Update Notifications: If a significant change is made to an article, consider notifying users, especially if it’s a commonly accessed or critical topic.

Some examples:

  • Software Platform:
    • Review Schedule: Monthly, especially after software updates.
    • Feedback Indicators: Customers raising tickets about features not working as described in the knowledge base.
    • Update Trigger: A new software version release that changes the user interface or adds/removes features.
  • E-commerce Store Policies:
    • Review Schedule: Annually or whenever there’s a major policy change.
    • Feedback Indicators: Customers leaving reviews mentioning discrepancies between the policy stated online and their actual experience.
    • Update Trigger: Introduction of a new return policy or changes in shipping rates.
  • Health and Wellness Blog:
    • Review Schedule: Annually or when new research is published.
    • Feedback Indicators: Readers commenting about newer studies that contradict information in an article.
    • Update Trigger: New scientific research or guidelines that change recommendations for diet, exercise, or wellness practices.

Template for ensuring content accuracy:

Title: [Main Topic of the Article]

-Brief context or background about the topic.
-Emphasis on the importance of accuracy and up-to-date information.

[Heading 1]
-Core content related to the heading.

[Note/Update Box]
-Highlight any recent updates or changes made to this section.
-Date of the last update for transparency.

[Heading 2]
-Another major section of the article.

[Note/Update Box]
-Mention any corrections or clarifications added.
-Date of the last review or update.

-Summarize the main points discussed.
-Reiterate the commitment to providing accurate and current information.
-Encourage readers to provide feedback or point out any discrepancies.

How to Create a Knowledge Base

5. Provide Clear and Concise Step-by-Step Instructions

When users access a knowledge base, they’re often looking for specific solutions. Providing clear, concise, and step-by-step instructions ensures that they can quickly and effectively resolve their issues without further confusion.

What do you need to do?

  • Break Down the Process: Divide the solution into individual steps. Each step should focus on one action or part of the process.
  • Use Action Words: Start each step with a verb to make it clear what action the user needs to take. For example, “Click on…”, “Enter…”, “Select…”.
  • Avoid Jargon: Use simple language and avoid industry-specific terms unless they’re commonly understood by your audience. If you must use jargon, provide a brief explanation or link to a glossary.
  • Include Expected Outcomes: After certain steps, mention what the user should expect to see or experience. This helps them confirm they’re on the right track.
  • Provide Troubleshooting Tips: At the end of your instructions, offer solutions for common issues users might encounter while following the steps.

Some examples:

  • Setting Up a New Electronic Device:
    • Step 1: Unbox the device and lay out all included components.
    • Step 2: Plug the device into a power source using the provided cable.
    • Step 3: Press the power button located on the top right corner.
    • Step 4: Follow the on-screen prompts to complete the initial setup.
  • Applying for a Membership on a Website:
    • Step 1: Navigate to the website’s homepage.
    • Step 2: Click on the “Sign Up” or “Register” button, usually located at the top right corner.
    • Step 3: Fill out the registration form with your details.
    • Step 4: Read and accept the terms and conditions.
    • Step 5: Click “Submit” to complete your registration.
  • Cooking a Recipe:
    • Step 1: Gather all the listed ingredients.
    • Step 2: Preheat the oven to the specified temperature.
    • Step 3: Mix the dry ingredients in a large bowl.
    • Step 4: Slowly add the wet ingredients, stirring continuously.
    • Step 5: Pour the mixture into a baking dish and place it in the oven for the recommended time.

Template for step-by-step instructions:

Title: [Main Topic or Task of the Article]

-Brief context or background about the task or problem.
-Importance of following the steps in the provided sequence.

[Heading 1: Preparation or Prerequisites]
-List any items, tools, or preparations needed before starting.

[Heading 2: Step-by-Step Instructions:
1. **Step 1:** [Actionable instruction]
-Additional tips or notes related to this step.

2. **Step 2:** [Actionable instruction]
-Any potential warnings or things to avoid.

… [Continue with subsequent steps]

-Recap the main steps or outcomes.
-Offer troubleshooting tips or direct readers to further resources.
-Encourage feedback or questions to improve clarity in the future.

6. Incorporate Real-Life Scenarios and Use Cases

Real-life scenarios and use cases help users relate to the content and understand its practical application. By providing context around a topic, you can demonstrate the value of the information and guide users on how to apply it effectively.

What do you need to do?

  • Showcase Common Challenges: Start by presenting a common problem or challenge that users might face. This sets the stage for the solution you’re about to provide.
  • Walk Through Solutions: After presenting the scenario, walk the user through the solution using the product or service you’re discussing.
  • Highlight Benefits: Emphasize the positive outcomes of following the provided solution, reinforcing the value of your product or service.
  • Use Customer Stories: If possible, incorporate real stories or testimonials from customers who have faced and overcome similar challenges using your guidance.

Some examples:

  • Using a CRM Software:
    • Scenario: “Imagine you’re a sales manager with a team of 10. You’re finding it difficult to track leads, sales, and team performance. Here’s how our CRM can streamline your processes.”
    • Challenge: Keeping track of multiple leads across different salespeople.
    • Use Case: “Sarah, a sales manager, started categorizing leads based on individual sales reps using our CRM. This allowed her to quickly assess individual performance and allocate resources more efficiently.”
  • Eco-friendly Home Cleaning:
    • Scenario: “John wants to reduce his environmental footprint but isn’t sure where to start at home.”
    • Challenge: Finding eco-friendly alternatives to common household cleaning products.
    • Use Case: “By switching to our biodegradable cleaning products, John reduced his household’s plastic waste by 50% in just one month.”
  • Digital Marketing Strategies:
    • Scenario: “Linda’s online boutique has steady traffic, but her conversion rate is low. She’s looking for strategies to improve sales.”
    • Challenge: Increasing website conversions without inflating the advertising budget.
    • Use Case: “After implementing our suggested retargeting strategies, Linda saw a 30% increase in sales from returning visitors.”

Template for incorporating scenarios and use cases:

Title: [Main Topic of the Article]

-Brief context or background about the topic.
-Introduction to the importance of real-life scenarios and use cases.

[Heading 1: Scenario Description]
-Narrate a relatable story or situation that sets the context for the article.

[Heading 2: Common Challenges]
1. **Challenge 1:** Description of the problem or challenge.
-Potential implications or consequences of the challenge.

2. **Challenge 2:** Another common issue faced by users.
-Outcomes if this challenge is not addressed.

[Heading 3: Use Cases]
1. **Use Case 1:** 
-Description of how the information or solution was applied in a real-life situation.
-Benefits or positive outcomes achieved.

2. **Use Case 2:** 
-Another example showcasing the application of the guidance.
-Results or improvements seen.

-Recap the scenarios and use cases discussed.
-Emphasize the practicality and applicability of the information.
-Encourage readers to share their own experiences or scenarios.

7. Include a FAQ Section for Quick Answers

A Frequently Asked Questions (FAQ) section addresses common queries and concerns users might have. By providing quick and straightforward answers, you can reduce the need for users to reach out to customer support, enhancing their self-service experience.

What do you need to do?

  • Gather Common Questions: Use customer support logs, feedback forms, and user surveys to identify the most frequently asked questions related to the topic.
  • Provide Concise Answers: Each answer should be clear and to the point, offering a solution or directing the user to a more detailed section of the article if needed.
  • Update Regularly: As your product or service evolves, new questions may arise. Regularly update the FAQ section to reflect the latest information.
  • Link to Relevant Sections: If a question’s answer is elaborated upon in another part of the article or a different article altogether, provide a direct link to guide the user.


  • Using a New Mobile App:
    • Question: How do I reset my password?
    • Answer: Go to the login page, click on “Forgot Password,” and follow the prompts. For a detailed guide, check this section.
    • Question: Is my data secure?
    • Answer: Yes, we use end-to-end encryption to ensure your data’s privacy. Learn more about our security measures here (hyperlink). 
  • Purchasing from an Online Store:
    • Question: What’s the return policy?
    • Answer: We offer a 30-day return policy for unused items. Read our full return policy here.
    • Question: Do you ship internationally?
    • Answer: Yes, we ship to over 50 countries. Check the full list and shipping rates here.
  • Attending a Virtual Event:
    • Question: What platform will be used for the event?
    • Answer: We’ll be using the Zoom platform. Ensure you have the app installed, and check our guide on joining a Zoom event here.
    • Question: Can I ask questions during the event?
    • Answer: Absolutely! There will be a Q&A session at the end. You can also use the chat feature throughout the event.

Template for including an FAQ section:

Title: [Main Topic of the Article]

[Main Content of the Article]
-Detailed information, instructions, or guidance related to the topic.

[Heading: Frequently Asked Questions (FAQ)]
1. **Q:** [Question 1]
**A:** [Brief Answer]. For more details, see [link or reference to a section].

2. **Q:** [Question 2]
-**A:** [Direct Answer]. Learn more [here](#link-to-relevant-content).

… [Continue with additional questions and answers]

-Recap the main points discussed in the article.
-Encourage readers to reach out with additional questions or feedback to continuously update the FAQ section.

8. Promote Interactive Engagement with Users

Interactive engagement goes beyond just providing information. It involves creating opportunities for users to interact with the content, ask questions, and get immediate feedback. This not only enhances understanding but also fosters a sense of community and support.

What do you need to do?

  • Embed Interactive Tools: Consider integrating tools like quizzes, polls, or interactive diagrams that allow users to engage with the content actively.
  • Comments and Feedback Section: Allow users to leave comments, ask questions, or provide feedback directly under the article. This can also help you identify areas of improvement.
  • Live Chat Integration: Embedding a live chat option within knowledge base articles can provide users with instant support if they have questions or face issues.
  • Highlight Related Community Discussions: If you have a community forum, link to relevant discussions where users can share experiences and solutions related to the article topic.


  • Online Course Platform:
    • Interactive Tool: At the end of a lesson, include a short quiz to test the user’s understanding of the material.
    • Comments: Allow students to ask questions or discuss the lesson content in a dedicated comment section.
    • Chatbot: Integrate a chatbot that provides instant answers to common course-related queries.
  • DIY Home Repair Guide:
    • Interactive Tool: Use an interactive diagram where users can hover over different parts of a tool or appliance to learn about its function.
    • Comments: Readers can share their own tips, ask for clarifications, or provide feedback on the guide’s effectiveness.
    • Live Chat: Offer real-time assistance from experts for users who might be stuck on a particular step.
  • Digital Marketing Strategy Article:
    • Interactive Tool: Embed a poll asking readers which marketing strategy they find most effective.
    • Comments: Marketers and business owners can discuss their experiences, challenges, and successes.
    • Chatbot: Provide instant answers to common marketing queries or direct users to related articles.

Template for promoting interactive engagement:

Title: [Main Topic of the Article]

[Main Content of the Article]
-Detailed information, guidance, or instructions related to the topic.

[Heading: Interactive Engagement]

1. **Interactive Tool:**
-Description of the tool (e.g., quiz, poll, diagram).
-Instructions on how to use or participate.
[Embed or link to the tool]

2. **Comments and Feedback:**
-Encourage users to share their thoughts, questions, or experiences.
-Highlight the importance of community engagement and learning from one another.

3. **Chat Assistance:**
-Briefly introduce the chatbot or live chat feature.
-Instructions on how to initiate a chat or ask questions.
-Mention the availability or response time if using live chat.

-Recap the main points discussed in the article.
-Reiterate the importance of interactive engagement and continuous learning.
-Encourage users to take advantage of the interactive features and contribute to the community.

9. Optimize for Search to Increase Discoverability

Ensuring that your knowledge base articles are easily discoverable through search engines or internal search functions is crucial. By optimizing your content for search, you can help users quickly find the information they need. All they have to do is Google ‘Problem + company name’.

What do you need to do?

  • Use Relevant Keywords: Identify the main keywords and phrases users might type in when searching for information on the topic. Incorporate these keywords naturally within the content, title, and meta descriptions.
  • Internal Linking: Link to other relevant articles within your knowledge base. This not only helps with SEO but also guides users to additional helpful resources.
  • Optimize Images: Ensure that images have descriptive file names and alt text. This makes them searchable and improves accessibility.
  • Update Regularly: Search engines favor fresh and updated content. Regularly review and update your articles to keep them current and relevant.
  • Use Clear and Descriptive Titles: The title of your article should clearly indicate its content, making it easier for users to find what they’re looking for.


  • Cloud Storage Solutions:
    • Keywords: “Cloud storage options”, “Best cloud backup solutions”, “How to backup data on the cloud”.
    • Meta Description: “Explore top cloud storage solutions for 2024. Learn how to securely backup and access your data anytime, anywhere.”
    • Structured Data: Use FAQ schema if the article answers common questions about cloud storage.
  • Vegan Baking Recipes:
    • Keywords: “Vegan chocolate cake recipe”, “Dairy-free baking”, “Egg substitute in vegan baking”.
    • Meta Description: “Discover delicious vegan baking recipes, including our crowd-favorite chocolate cake. Dive into dairy-free delights that everyone will love!”
    • Structured Data: Use Recipe schema to highlight ingredients, cooking time, and ratings.
  • Digital Camera Troubleshooting:
    • Keywords: “Fix camera lens error”, “Digital camera won’t turn on”, “Camera software update”.
    • Meta Description: “Facing issues with your digital camera? Our comprehensive troubleshooting guide will help you resolve common problems and get back to capturing memories.”
    • Structured Data: Use Q&A schema if the article addresses specific camera-related queries.

Template for Search Optimization:

Title: [Main Topic of the Article – Include Primary Keyword]

[Main Content of the Article]
-Integrate relevant keywords naturally within the content.
-Ensure the content answers the queries related to the targeted keywords.

-Use variations of the primary keyword or related terms.

[Meta Description]
-Craft a concise summary (150-160 characters) of the article’s content.
-Ensure it’s compelling and includes the primary keyword.

[Structured Data Implementation]
-Choose the appropriate schema (e.g., FAQ, Recipe, Q&A) based on the article’s content.
-Implement the schema to provide additional information to search engines.

-Summarize the main points, incorporating the primary keyword.
-Encourage users to engage, share, or provide feedback.

10. Provide Multiple Content Formats for Diverse Learning Styles

People have different learning styles. While some prefer reading, others might grasp concepts better through visuals or auditory means. Offering content in multiple formats ensures that you cater to a broader audience and enhance comprehension.

What do you need to do?

  • Written Content: This is the primary format for most knowledge base articles. Ensure it’s clear, concise, and well-structured.
  • Video Tutorials: Videos can be particularly effective for step-by-step guides or when demonstrating a process. They cater to visual and auditory learners.
  • Infographics: These are great for summarizing information or explaining complex concepts in a visual format.
  • Audio Guides or Podcasts: Some users might prefer listening to content, especially if they’re multitasking. Consider offering key articles as audio guides.
  • Downloadable PDFs: For users who want to access the information offline or print it out, provide a downloadable PDF version of the article.


  • Software Onboarding Guide:
    • Written Content: A comprehensive article detailing the software’s features and functionalities.
    • Visual Aids: Infographics showcasing the software’s workflow or process.
    • Video Tutorial: A screen recording walking users through the software’s interface and main features.
    • Audio Content: A podcast episode discussing best practices and tips for using the software effectively.
  • Gardening Tips and Tricks:
    • Written Content: A blog post explaining various gardening techniques.
    • Visual Aids: Images of different plants, growth stages, or pest infestations.
    • Video Tutorial: A demonstration of planting, pruning, or pest control methods.
    • Audio Content: An audio guide discussing seasonal gardening tips and advice.
  • Yoga and Meditation Practices:
    • Written Content: An article detailing different yoga poses and their benefits.
    • Visual Aids: Diagrams illustrating correct postures and alignments.
    • Video Tutorial: A full-length yoga session guiding viewers through a series of poses.
    • Audio Content: A guided meditation session for relaxation and mindfulness.

Template for multiple content formats:

Title: [Main Topic of the Article]

[Main Content: Written Format]
-Detailed information, instructions, or guidance related to the topic.
-Incorporate subheadings, bullet points, and other text-based elements for clarity.

[Visual Aids Section]
– **Image/Infographic/Diagram Caption:** 
-Brief description of the visual.
-Ensure visuals are relevant and enhance understanding.

[Video Tutorial Section]
– **Video Title:** 
-Short description or overview of the video content.
-Embed or link to the video.
-Provide a transcript for accessibility.

[Audio Content Section]
– **Audio/Podcast Title:** 
-Brief overview of the audio content.
-Embed or link to the audio file.
-Offer a summary or key takeaways for those who might prefer reading.

-Summarize the main points discussed in various formats.
-Emphasize the importance of catering to diverse learning styles.
-Encourage feedback on preferred content formats or suggestions for improvement.

11. Regularly Solicit and Implement User Feedback

User feedback is invaluable in improving the quality and relevance of your knowledge base articles. By actively seeking and implementing feedback, you ensure that your content remains user-centric and addresses real-world challenges and questions.

What do you need to do?

  • Feedback Buttons: Incorporate buttons or links at the end of each article where users can indicate if the content was helpful or not. This provides a quick way to gauge the effectiveness of the article.
  • Comment Section: As mentioned earlier, allowing users to comment provides a platform for them to ask questions, clarify doubts, or suggest improvements.
  • Surveys and Polls: Periodically, send out surveys or embed polls within articles to gather more detailed feedback about the content’s clarity, depth, and relevance.
  • Review and Update: Use the feedback received to regularly review and update articles. This ensures that the content remains accurate, relevant, and user-friendly.
  • Acknowledge Feedback: When making changes based on user feedback, consider acknowledging it. This can be done within the article or through direct communication. It shows users that their input is valued and encourages further feedback.

Some examples:

  • Tech Product Troubleshooting Guide:
    • Feedback Form: Questions like “Was this guide helpful?”, “Did you resolve your issue?”, or “What could be explained better?”
    • Comment Section: Users sharing alternative solutions, asking for clarification, or discussing similar issues.
    • User Testing: Observing a user trying to fix a tech issue using the guide to identify any points of confusion or missed steps.
    • Review and Act: Updating the guide based on feedback to include missed troubleshooting steps or to clarify complex instructions.
  • E-commerce Shopping Guide:
    • Feedback Form: Questions such as “Did this guide help you make a purchase decision?”, “What other information would you like to see?”, or “Was any part of the guide unclear?”
    • Comment Section: Customers discussing product recommendations, sharing their shopping experiences, or asking about return policies.
    • User Testing: Watching a user navigate the online store using the guide to identify any challenges or barriers to purchase.
    • Review and Act: Enhancing the guide with more product details, clearer navigation steps, or additional visuals based on feedback.
  • Health and Fitness Tutorial:
    • Feedback Form: Queries like “Did you find this exercise routine effective?”, “Were the instructions clear?”, or “What other routines would you like to see?”
    • Comment Section: Readers sharing their workout results, discussing modifications, or asking about dietary recommendations.
    • User Testing: Observing a user following the exercise tutorial to pinpoint any unclear instructions or potential safety concerns.
    • Review and Act: Refining the tutorial to include clearer demonstrations, safety precautions, or additional exercise variations based on feedback.

Template for soliciting and implementing feedback

Title: [Main Topic of the Article]

[Main Content of the Article]
-Detailed information, guidance, or instructions related to the topic.

[Feedback Form Section]
-Embed a short survey or feedback form.
-Questions should be concise and directly related to the content’s clarity, usefulness, and comprehensiveness

[Comment Section]
-Allow users to freely comment, ask questions, or share experiences.
-Encourage constructive feedback and active community engagement.

[User Testing Insights (if applicable)]
-Summarize insights from user testing sessions.
-Highlight areas of improvement and planned updates.

-Emphasize the importance of user feedback in continuous improvement.
-Reiterate the commitment to refining and updating content based on user needs and experiences.
-Encourage users to actively participate in providing feedback for a better knowledge base.

8 Hacks to Create a Great Knowledge Base Article

Here are some trending hacks to create a great knowledge base article, especially in the context of customers and customer service:

#1 Ask the Right Questions:

Before you start writing, it’s essential to understand the needs of your audience. Consider what problems your current customers face that you can address. Aim to help users find answers to the questions they have about your product or service. Some guiding questions include:

  • What is the goal of the content?
  • What are your audience’s expectations and needs?
  • What are the processes people currently use?
  • What is your audience’s current experience?
  • What will resonate with your audience?

#2 Pick One Idea Per Article:

Narrow down your article to address a specific problem. For instance, instead of writing a general article on “How to use messages,” target a specific customer need like “Format your messages” or “View all your unread messages.”

#3 Consult Subject Matter Experts:

Engage with experts in the field to ensure the accuracy and depth of your content. If you’re not an expert, consider interviewing someone who is.

#4 Use Headers to Break Up Your Content:

Organize your article with subheadings to guide the flow of information. This makes it easier for readers to scan and find the information they’re looking for. For instance, Hiver uses subheadings effectively to break up their content.

#5 Focus on Your Intro:

The introduction should be concise and should clearly state the main message or thesis of the article. For example, Hiver uses a simple intro line to help users quickly understand the article’s focus.

#6 Kill the Curse of Knowledge:

Ensure that your content is accessible to people of all levels of expertise. Start with basic details and build from there. Consider creating step-by-step guides or “Getting Started” articles to help users.

#7 Select Simple Titles Using Target Keywords:

Titles should be clear, concise, and optimized for search. Think from the customer’s perspective and use titles that they might search for, such as “How to [topic]” or “Getting started with [topic].”

#8 Categorize Articles for Easier Browsing:

Include categories like “Getting Started,” “Advanced Features,” “Troubleshooting,” etc., to help users navigate.

Empower Customers to Self-Serve

Creating great knowledge base articles takes time and effort, but it’s worth it in the long run. By following the tips and templates in this blog post, you can create articles that are clear, concise, and helpful to your users.

If you’re looking for a way to make the process of creating and managing knowledge base articles even easier, I encourage you to check out Hiver. 

Hiver’s knowledge base solution makes it easy to create, publish, and manage help and FAQ articles. It also offers a variety of features that can help you improve the quality of your articles, such as built-in templates, a collaborative editing tool, and a built-in search engine.

With Hiver, you can create a knowledge base that is both helpful and informative, and that will help you reduce your support costs and improve your customer satisfaction. It’s also incredibly easy-to-use and set up. 

Get started with Hiver today. Free for 7 days. 

A passionate content marketer, Nidhi writes value-driven, actionable content for various teams such as customer service, finance, IT and HR. Her expertise lies in helping these teams engage, collaborate, and manage their workload better - by shedding insights on best practices and industry trends. When not working, you'll find her tuning in to marketing and support-related podcasts, while also planning her next vacation.

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