Knowledge Base Articles¶

Knowledge base (KB) articles provide self-service support content. They answer common questions, explain features, and help users solve problems without contacting support. A good knowledge base reduces support costs while improving user satisfaction.

Knowledge Base Purpose¶

Knowledge bases serve multiple goals:

• Deflect support tickets: Users find answers themselves
• Improve user satisfaction: Faster answers than waiting for support
• Scale support: Content serves unlimited users simultaneously
• Capture expertise: Document solutions for reuse
• Improve SEO: Attract users searching for solutions

Article Types¶

How-To Articles¶

Step-by-step instructions for tasks:

# How to Reset Your Password

If you forgot your password or want to change it, follow these steps.

## Steps

1. Go to the login page.
2. Click **Forgot Password**.
3. Enter your email address.
4. Click **Send Reset Link**.
5. Check your email for the reset link.
6. Click the link and enter your new password.
7. Click **Save**.

You can now sign in with your new password.

## Related Articles

- [Password requirements](password-requirements.md)
- [Two-factor authentication setup](2fa-setup.md)

Troubleshooting Articles¶

Solutions for specific problems:

# Error: "Connection Refused" When Signing In

## Symptoms

When trying to sign in, you see the error message:
> Connection refused. Please try again later.

## Causes

This error occurs when:
- The service is temporarily unavailable
- Your network blocks the connection
- Your firewall settings prevent access

## Solutions

### Check Service Status

1. Visit our [status page](https://status.example.com)
2. Check for ongoing incidents
3. If there's an incident, wait for resolution

### Check Your Network

1. Try accessing other websites
2. If other sites work, continue to next solution
3. If other sites fail, contact your network administrator

### Check Firewall Settings

1. Ensure your firewall allows connections to *.example.com
2. Allow outbound HTTPS (port 443)
3. Try signing in again

## Still Having Issues?

If these solutions don't work, [contact support](../support.md)
with the following information:
- Your browser and version
- Your operating system
- The exact error message
- Any error codes displayed

Concept Explanations¶

Explain features or concepts:

# Understanding User Roles

User roles determine what actions users can take in your account.

## Available Roles

| Role | Description | Permissions |
|------|-------------|-------------|
| Viewer | Read-only access | View content |
| Editor | Create and edit | View, create, edit content |
| Admin | Full access | All actions including user management |

## Role Inheritance

Users can have different roles in different workspaces. The highest
role applies when roles conflict.

## Best Practices

- Assign the minimum role needed for each user's job
- Use Admin sparingly
- Review role assignments quarterly

## Related Articles

- [How to assign user roles](assign-roles.md)
- [Custom roles](custom-roles.md)

FAQ Articles¶

Answer specific questions:

# Can I Export My Data?

**Yes.** You can export your data at any time.

## Export Options

- **Individual items**: Export single documents or reports
- **Bulk export**: Export all data in your account
- **API export**: Export programmatically

## How to Export

1. Go to **Settings > Data Management**
2. Click **Export Data**
3. Select what to export
4. Choose format (CSV, JSON, or PDF)
5. Click **Export**

You'll receive an email with a download link when the export is ready.

## Related Questions

- [What formats can I export to?](export-formats.md)
- [How long are export files available?](export-availability.md)

Article Structure¶

Standard Components¶

Every KB article should include:

Title: Clear, searchable question or topic

Summary: Brief answer or overview (first paragraph)

Body: Detailed explanation, steps, or solutions

Related articles: Links to connected content

Title Guidelines¶

Write searchable titles:

Vague:

Getting Started Password Help Error Message

Searchable:

How to Reset Your Password Error: "Invalid API Key" When Making Requests Setting Up Two-Factor Authentication

Match how users search. Use the same words they would use.

Summary (First Paragraph)¶

Answer the question immediately:

# Can I Cancel My Subscription?

**Yes.** You can cancel your subscription at any time from your
account settings. You'll continue to have access until the end
of your current billing period.

## How to Cancel
[detailed steps]

Users scanning should get the answer from the first paragraph.

Writing Guidelines¶

Use Clear Language¶

• Simple words over complex ones
• Short sentences
• Active voice
• Second person ("you")

Be Scannable¶

• Use headings for sections
• Use lists for steps and options
• Use bold for key terms
• Keep paragraphs short

Provide Complete Answers¶

Answer the full question:

Incomplete:

To reset your password, click Forgot Password on the login page.

Complete:

To reset your password: 1. Go to the login page 2. Click Forgot Password 3. Enter your email address 4. Check your email for the reset link 5. Click the link and create a new password

Include Visual Aids¶

Add screenshots and diagrams where helpful:

• Complex UI interactions
• Settings locations
• Error messages
• Workflow diagrams

Address Edge Cases¶

Anticipate follow-up questions:

## Notes

- Password reset links expire after 24 hours
- You can request a new link if the first one expires
- If you don't receive the email, check your spam folder

Organization¶

Categories¶

Organize articles logically:

Getting Started
├── Creating your account
├── Initial setup
└── First project

Account Management
├── Profile settings
├── Password and security
└── Billing

Features
├── Documents
├── Reports
└── Integrations

Troubleshooting
├── Sign-in issues
├── Performance problems
└── Error messages

Search Optimization¶

Make articles findable:

• Include keywords users search for
• Add synonyms (login, log in, sign in)
• Tag articles with related terms
• Use consistent terminology

Cross-Linking¶

Connect related articles:

• "See also" sections
• In-line links to related topics
• "Related articles" at the end
• Links to deeper documentation

Maintenance¶

Regular Review¶

Review articles periodically:

• Are procedures still accurate?
• Do screenshots match current UI?
• Are there better solutions?
• Is anything missing?

Usage Analytics¶

Track article performance:

• Most viewed articles
• Search queries with no results
• Article ratings
• Exit rates (users leaving without finding help)

Feedback Integration¶

Act on user feedback:

• "Was this helpful?" ratings
• Comment submissions
• Support tickets citing article gaps
• Search analytics

Continuous Improvement¶

Use data to improve:

• Create articles for common search failures
• Update low-rated articles
• Expand frequently viewed articles
• Archive outdated content

Quality Metrics¶

Deflection Rate¶

Percentage of users who find answers without contacting support.

Track: Support tickets before and after KB article creation

Self-Service Success¶

Whether users accomplish their goals.

Track: Article completion, ratings, return visits

Search Success¶

Whether users find relevant articles.

Track: Search-to-article, zero-result searches

User Satisfaction¶

Direct feedback on article helpfulness.

Track: Article ratings, comments, surveys

Summary¶

Knowledge base articles enable self-service support:

• Match article types to user needs (how-to, troubleshooting, concepts, FAQ)
• Structure for scannability and searchability
• Answer questions completely
• Organize for findability
• Maintain through regular review and feedback

A well-maintained knowledge base improves user satisfaction while reducing support costs.

Next: Installation Guides covers setup documentation.