10 Knowledge Base Article Templates to Reduce Support Tickets and Costs

A knowledge base article template gives support teams a clear structure for documenting answers to common customer questions. 

Instead of writing every article from scratch, templates help standardize how information is organized, written, and maintained—making content easier to scan, update, and trust.

Without a consistent knowledge base template, articles often vary in format, depth, and clarity. Important steps get buried, answers become inconsistent, and customers struggle to find what they need. The result is lower self-service adoption and more tickets reaching your support team for issues that could have been resolved instantly.

Using the right template helps teams create clear, repeatable articles that actually deflect tickets. It also ensures every article covers the right context, steps, and next actions, while staying easy for customers to read and easy for teams to scale.

In this guide, you’ll find 10 practical knowledge base templates you can use to organize support content, improve self-service, and reduce incoming tickets without overcomplicating your documentation process.

Table of Contents

• Why Use Knowledge Base Article Templates
• 10 Best Knowledge Base Article Templates 
  • Template 1: Frequently Asked Questions (FAQ) Knowledge Base Article
  • Template 2: Troubleshooting Guide Knowledge Base Article
  • Template 3: Product Documentation Knowledge Base Article
  • Template 4: Step-by-Step Tutorial Knowledge Base Article
  • Template 5: Troubleshooting Flowchart Knowledge Base Article
  • Template 6: Product Comparison Knowledge Base Article
  • Template 7: Case Study Knowledge Base Article
  • Template 8: Tips and Tricks Knowledge Base Article
  • Template 9: Glossary Knowledge Base Article
  • Template 10: Installation Guide Knowledge Base Article
• How to Write a Good Knowledge Base Articlex
• Scaling Self-Service With Knowledge Base Article Templates
• Frequently Asked Questions (FAQs)

Why Use Knowledge Base Article Templates

Knowledge base article templates give support teams a consistent structure for documenting answers. Instead of rewriting articles from scratch, teams can publish clear, easy-to-scan content that customers actually use. Here’s how it makes a meaningful difference:

1. Reduces guesswork and speeds up content creation – Templates give your team a clear starting point. Instead of deciding what to include in every article, writers can focus on the information itself. This makes it faster to publish new articles and easier to scale your knowledge base as your product or support volume grows.

2. Improves clarity and readability – When every knowledge base article follows a consistent structure, users know exactly where to look for answers. Clear headings, step-by-step sections, and predictable layouts make articles easier to scan, especially for customers who are trying to solve an issue quickly.

3. Helps deflect more support tickets – Well-structured articles are more likely to resolve issues without customer support intervention. Templates ensure important details are not missed, reducing back-and-forth and preventing customers from reaching out for clarification.

4. Keeps your knowledge base consistent over time – As multiple teams contribute to your knowledge base, inconsistency becomes a real risk. Templates act as guardrails, helping maintain a uniform tone, format, and level of detail across articles, even as your team grows.

5. Helps make  updates and maintenance easier – When information changes, standardized templates make it easier to locate and update specific sections without rewriting entire articles. This keeps content accurate and prevents outdated information from slipping through.

10 Best Knowledge Base Article Templates

Here are ten knowledge base article templates that can help you structure your content effectively. Feel free to play around with and customize these templates to suit your specific organizational and customer needs: 

Template 1: Frequently Asked Questions (FAQ) Knowledge Base Article

This is a foundational template that helps businesses address common queries and provide quick solutions to customers. This template organizes information in a question-and-answer format, making it easy for customers to find the answers they need efficiently. Here’s how it benefits businesses –

• By anticipating and answering common questions, businesses can reduce the number of repetitive inquiries, freeing up customer support resources for more complex issues.
• Creating FAQ articles saves time for both customers and support teams, as users can find solutions on their own without waiting for a response.
• FAQ articles ensure consistent and accurate responses to common questions, reducing the risk of misinformation.

Example:

Title: How to Track Your Order

Questions:

How can I track my order?

Answer: To track your order, log in to your account and go to the “Order History” section. There, you’ll find detailed tracking information for your recent purchases.

Example: Let’s say you’re eagerly waiting for your package. Use this guide to monitor its journey from our warehouse to your doorstep.

What should I do if my tracking information is not updating?

Answer: If tracking information hasn’t changed for a while, don’t worry. It can take some time to update. However, if you have concerns, contact our support team at support@example.com for assistance.

Example: Patience is key when tracking shipments. If you ever have doubts, our team is ready to help.

[Continue with additional FAQs]

Template 2: Troubleshooting Guide Knowledge Base Article

The Troubleshooting Guide Knowledge Base Article is designed to assist customers in diagnosing and resolving common issues with a product or service. It provides a step-by-step approach to problem-solving. Here’s how it benefits your business – 

• Enables customers to resolve issues independently, reducing support ticket volumes.
• Frees up support teams to focus on more complex problems.

Example:

Title: Wi-Fi Connection Troubleshooting Guide

Introduction: Having trouble with your Wi-Fi? Follow these steps to identify and resolve common connection issues.

Troubleshooting Steps:

Identify the Problem

Symptoms: Slow internet, frequent disconnections
Possible Causes: Router issues, interference, outdated firmware

Isolate the Issue

Step 1: Check if other devices are connected to the same network and experiencing similar problems.
Step 2: Test your connection on different devices to confirm the issue is not device-specific.

Resolve the Problem

Step 1: Restart your router by unplugging it for 30 seconds and plugging it back in. Wait for the lights to stabilize.
Step 2: Check for firmware updates on your router’s admin page and install any available updates.

Conclusion: By following these steps, you can quickly address Wi-Fi connectivity issues and enjoy a stable internet connection.

Feedback Section: Did this troubleshooting guide help you resolve your Wi-Fi issues? Let us know in the comments below.

Template 3: Product Documentation Knowledge Base Article

The Product Documentation Knowledge Base Article template is essential for businesses to provide comprehensive information about their products or services. It serves as a user manual and reference guide. Here’s how it benefits businesses – 

• Enables customers to understand and use the product effectively.
• Enhances user satisfaction by offering a brief but comprehensive resource for product features and functions.

Example:

Title: Quick Start Guide for ABC Smartphone

Sections:

Product Overview

Description: The ABC Smartphone is a versatile device designed for everyday use, with a focus on performance and ease of use.

Getting Started

Installation: Insert the SIM card and power on the phone. It will guide you through the initial setup.
Configuration: Customize your settings in just a few taps.

Using the Product

Basic Functions: Make calls, send messages, and take photos with these straightforward instructions.
Troubleshooting: If you encounter issues, consult our troubleshooting section for quick solutions.

Conclusion: This quick start guide helps you begin using your ABC Smartphone. For more in-depth information, explore our other articles.

Feedback Section: Did this quick start guide assist you in setting up your ABC Smartphone? Share your thoughts or questions in the comments below.

Template 4: Step-by-Step Tutorial Knowledge Base Article

The Step-by-Step Tutorial Knowledge Base Article template is designed to guide users through a specific process or task, breaking it down into easy-to-follow steps. This template is particularly useful for businesses looking to educate their customers or employees. It benefits businesses in the following ways – 

• Helps users acquire new skills or knowledge related to a product or service.
• Assists in resolving specific issues or challenges through clear, actionable steps.
• Attracts and engages readers with practical, hands-on content.

Example:

Title: How to Set Up Email Filters

Tutorial Steps:

Step 1: Access Email Settings

Objective: Learn how to access your email settings to set up filters.

Instructions:

-Log in to your email account.
-Click on “Settings” or the gear icon.
-Select “Email Filters” or a similar option.

Step 2: Create a Filter

Objective: Set up a filter to organize or categorize incoming emails.

Instructions:

-Click “Add Filter” or a similar button.
-Define filter criteria (e.g., sender’s address, subject, keywords).
-Specify the action (e.g., move to folder, mark as read).

Step 3: Save and Activate the Filter

Objective: Ensure your filter is active and ready to process incoming emails.

Instructions:

-Name your filter for easy reference.
-Click “Save” or an equivalent option.
-Confirm that the filter is enabled.

Conclusion: By following these steps, you can efficiently manage your email inbox by setting up filters to organize incoming messages.

Feedback Section: Did this tutorial help you set up email filters? Share your thoughts or questions in the comments below.

Template 5: Troubleshooting Flowchart Knowledge Base Article

The Troubleshooting Flowchart Knowledge Base Article presents complex problem-solving processes in a visual and user-friendly format. It’s ideal for businesses aiming to guide users through intricate troubleshooting procedures. Here’s how it can be of value to businesses – 

• Simplifies the troubleshooting process for users, even when dealing with complex issues.
• Reduces support team workload by providing self-service solutions.
• Presents troubleshooting steps in a logical and easy-to-follow manner.

Example:

Title: Wi-Fi Connection Issues Troubleshooting Flowchart

Introduction: If you’re experiencing Wi-Fi connection problems, this flowchart will help you identify and resolve the issue step by step.

Troubleshooting Flowchart: [Insert a visual flowchart showing decision points and steps]

Explanation of Steps:

Step 1: Check Device Connectivity
Objective: Ensure your device is properly connected to Wi-Fi.

Instructions:

-Check if your device is connected to the correct Wi-Fi network.
-Verify that other devices are connected successfully.

Step 2: Reboot Your Router

Objective: Restart your router to resolve common issues.

Instructions:

-Unplug the router for 30 seconds and plug it back in.
-Wait for the router to fully restart.

Conclusion: By following the steps in this flowchart, you can troubleshoot and resolve Wi-Fi connection issues effectively.

Feedback Section: Did this troubleshooting flowchart help you resolve your Wi-Fi issues? Share your feedback or questions in the comments below.

Template 6: Product Comparison Knowledge Base Article

The Product Comparison Knowledge Base Article is a valuable tool for businesses to help customers make informed purchasing decisions. It presents a detailed comparison between two or more products or services. Here’s how it benefits businesses –

• Provides users with comprehensive information to choose the best product for their needs.
• Helps potential customers make confident purchasing decisions.
• Minimizes pre-sale inquiries by addressing common questions.

Example:

Title: Laptop Model X vs. Laptop Model Y Comparison

Comparison Sections:

Laptop Model X vs. Laptop Model Y

Feature Comparison:

Model X:

-Display Size: 14 inches
-CPU: Intel Core i5
-Storage: 256GB SSD

Model Y:

-Display Size: 15.6 inches
-CPU: AMD Ryzen 7
-Storage: 512GB SSD

Pros and Cons:

Model X:

-Pros: Compact, lightweight
-Cons: Slightly smaller display

Model Y:

-Pros: Larger screen, powerful CPU
-Cons: Slightly heavier

Conclusion: Consider your priorities. Model X is a portable option, while Model Y offers a larger display and more processing power.

Feedback Section: Did this comparison help you decide between Laptop Model X and Model Y? Share your feedback or questions in the comments below.

Template 7: Case Study Knowledge Base Article

The Case Study Knowledge Base Article template delves into real-life scenarios or examples related to a product, service, or business operation. It showcases practical applications and outcomes. Here’s how it benefits businesses:

• Highlights the practical use of products or services in real-world situations.
• Provides insights for users on how similar challenges can be addressed.
• Builds trust by showcasing successful outcomes.

Example:

Title: Enhancing Customer Support with AI Chatbots: A Case Study

Introduction: Explore how Company XYZ improved customer support efficiency by implementing AI chatbots in this real-world case study.

Case Study Sections:

Background

Description: Company XYZ, a growing e-commerce business, faced challenges in managing a high volume of customer inquiries, leading to delayed responses and customer frustration.

Challenges

Description: The challenges included overwhelming customer inquiries, long response times, and the need to scale support operations rapidly.

Solution

Description: Company XYZ implemented AI-powered chatbots that could handle routine inquiries, provide instant responses, and escalate complex issues to human agents.

Results

Description:

-Response times reduced by 80%, leading to higher customer satisfaction.
-Human agents could focus on more complex issues, improving the overall quality of support.
-Operating costs decreased significantly due to reduced staffing needs.

Key Takeaways

Description:

-AI chatbots can effectively handle routine inquiries, providing quick solutions.
-Combining automation with human support can lead to efficient and high-quality customer service.
-AI-driven solutions can help businesses scale operations while managing costs.

Conclusion: This case study demonstrates how AI chatbots transformed customer support for Company XYZ, resulting in improved efficiency, reduced costs, and increased customer satisfaction.

Feedback Section: Did this case study inspire ideas for improving your customer support? Share your thoughts or questions in the comments below.

Template 8: Tips and Tricks Knowledge Base Article

The Tips and Tricks Knowledge Base Article offers users valuable insights, advice, and expert tips related to a product, service, or skill. It aims to enhance user knowledge and proficiency.

Here’s how it benefits businesses-

• Equips users with advanced knowledge and techniques.
• Maximizes the utility and benefits of a product or service.
• Fosters user loyalty through valuable and actionable information.

Example:

Title: 4 Email Productivity Hacks

Introduction: Want to boost your email productivity? Check out these 4 quick email hacks to streamline your inbox.

Tips and Tricks Sections:

Tip 1: Use Keyboard Shortcuts

Description: Learn essential keyboard shortcuts like “Ctrl + C” for copying text or “Ctrl + S” for saving drafts to save time while composing emails.

Tip 2: Create Email Filters

Description: Set up filters to automatically categorize and organize incoming emails into folders, keeping your inbox clutter-free.

Tip 3: Schedule Email Sending

Description: Compose emails in advance and schedule them to be sent at the most convenient times for your recipients.

Tip 4: Unsubscribe from Unwanted Emails

Description: Regularly unsubscribe from newsletters and promotional emails to declutter your inbox and reduce distractions.

Conclusion: Implement these 4 email productivity hacks to streamline your email management and boost your efficiency.

Feedback Section: Which email hack did you find most useful? Share your thoughts or suggest other email productivity tips in the comments below.

Template 9: Glossary Knowledge Base Article

The Glossary Knowledge Base Article serves as a comprehensive reference for users by defining key terms, acronyms, or jargon related to a specific industry, product, or field of knowledge. Here’s how it helps businesses –

• Helps users understand and navigate complex terminology.
• Enhances communication by promoting a shared understanding of terms.
• Demonstrates expertise and authority within the field.

Example:

Title: Social Media Marketing Glossary

Introduction: New to social media marketing? Our glossary provides definitions for commonly used terms in the world of digital marketing and social media.

Glossary Sections:

Term 1: Engagement Rate

Definition: Engagement rate measures the level of interaction and involvement your audience has with your social media content, often calculated as likes, shares, comments, and clicks divided by the total reach.

Term 2: Hashtag

Definition: A hashtag is a word or phrase preceded by the “#” symbol, used on social media platforms to categorize and make content discoverable by others interested in the same topic.

Term 3: ROI (Return on Investment)

Definition: ROI is a metric used to assess the profitability of social media marketing campaigns by comparing the gained benefits (such as revenue or customer acquisition) to the costs involved.

Conclusion: Our social media marketing glossary aims to provide clarity on key terms used in the field. Understanding these terms will help you navigate the world of digital marketing effectively.

Feedback Section: Did our glossary help you clarify any social media marketing terms? Share your feedback or suggest additional terms for inclusion in the comments below.

Template 10: Installation Guide Knowledge Base Article

The Installation Guide Knowledge Base Article provides users with detailed instructions on how to properly install and set up a product or software. It aims to ensure a smooth installation process. Here’s how it benefits businesses:

• Empowers users to install products or software independently.
• Reduces installation-related issues or mistakes.
• Improves user satisfaction by offering clear and comprehensive installation guidance.

Example:

Title: Smartphone App Installation Guide

Introduction: Installing a new app on your smartphone? Our guide will walk you through the process.

Installation Guide Sections:

System Requirements

Description: Ensure your smartphone is running a compatible operating system (e.g., Android 8.0+ or iOS 13+).

Installation Process

Step 1: Open your device’s app store (e.g., Google Play or Apple App Store) and search for the app.
Step 2: Tap “Install” to download and install the app on your device.

Troubleshooting

Issue 1: If the installation is stuck, check your internet connection and try again.
Issue 2: For “App Crashes,” try restarting your device or updating the app.

Conclusion: You’ve successfully installed the app. Enjoy using it for your daily tasks!

Feedback Section: Did our smartphone app installation guide help you? Share your feedback or ask questions in the comments below.

How to Write a Good Knowledge Base Articlex

A good knowledge base article helps users solve a problem quickly without contacting support. That means clarity, structure, and relevance matter more than length or detail.

Here are a few best practices to follow when writing knowledge base articles.

1. Write from the user’s point of view – Use the language customers use when they describe a problem. Avoid internal terminology or product jargon unless it’s unavoidable. Titles and headings should mirror real customer questions.

2. Get to the point quickly – Start with the solution or outcome first, especially for common issues. Long introductions slow users down and reduce the chances of self-service success.

3. Make articles easy to scan – Most users skim knowledge base articles. Use clear headings, short paragraphs, bullet points, and numbered steps so readers can find what they need at a glance.

4. Keep instructions simple and sequential – When explaining a process, break it into clear, single-action steps. Avoid combining multiple actions into one step, which can confuse users and lead to errors.

5. Anticipate common follow-up questions – Address prerequisites, common mistakes, and what to do if something doesn’t work. This reduces repeat tickets and prevents customers from getting stuck mid-way.

6. Use visuals where they add clarity – Screenshots, diagrams, or short videos can often explain a step faster than text. Use visuals to support instructions, not to replace them.

7. Keep content consistent and up to date – Use a consistent structure across articles and review content regularly to remove outdated steps or references. An inaccurate article can create more tickets than it prevents.

Scaling Self-Service With Knowledge Base Article Templates

Self-service only works when information is easy to find, easy to understand, and easy to maintain. A collection of scattered or inconsistently written articles rarely achieves that, even if the content itself is accurate.

Well-structured knowledge base articles play a critical role in making self-service effective. Using clear formats and repeatable structures helps teams publish better content faster and maintain consistency as the knowledge base grows. This makes it easier for customers to resolve common issues without contacting support.

Over time, this reduces dependence on support agents for routine questions, shortens resolution times, and creates a better experience for everyone involved.

Frequently Asked Questions (FAQs)