Kb Authoring

Making Articles Findable

An article that cannot be discovered through search is an article that does not exist.

Title Construction

Keyword Strategy

• Embed exact error messages: Customers frequently paste error text directly into search fields.
• Write in the customer's dialect: "can't log in" outperforms "authentication failure" for discoverability.
• Cover synonyms: "delete / remove", "home page / dashboard", "download / export".
• Offer alternate framings: Address the same problem from multiple angles in the summary.
• Tag by product surface: Categories and tags should reflect the customer's mental model, not the engineering org chart.

Opening Line Patterns

Anchor every article with a first sentence that restates the task or problem in everyday language:

• Procedural: "Follow these steps to [accomplish X]."
• Diagnostic: "Seeing [symptom]? This article walks through the fix."
• Factual: "[Question phrased as a customer would ask]? Here is the answer."
• Advisory: "Some users encounter [symptom]. Here is what is happening and how to work around it."

Article Blueprints

Procedural (How-To) Articles

Goal: Walk a customer through a task from start to finish.

# How to [accomplish task]

[Summary: what this covers and when you would need it]

## Before You Begin

- [Prerequisite 1]
- [Prerequisite 2]

## Instructions

### Step 1: [Action verb phrase]
[Precise instruction with path: Settings > Integrations > API Keys]

### Step 2: [Action verb phrase]
[Instruction, including what the user should see after completing this step]

## Confirm Success

[How to verify the task completed correctly]

## Troubleshooting

- [Potential hiccup]: [Resolution]

## See Also

- [Related article links]

Guidance:

• Open every step with a verb.
• Specify navigation paths explicitly: "Go to Settings > Team > Roles."
• Describe expected outcomes at key checkpoints: "A green banner confirms the save."
• Validate instructions against a recent ticket resolution or by walking through them yourself.

Diagnostic (Troubleshooting) Articles

Goal: Help a customer identify and resolve a specific malfunction.

# [Problem statement matching what the user observes]

## What You See

- [Observable symptom 1]
- [Observable symptom 2]

## Why This Happens

[Concise, jargon-free explanation of the root cause]

## How to Fix It

### Fix 1: [Most likely resolution]
[Step-by-step instructions]

### Fix 2: [Alternate resolution if Fix 1 does not apply]
[Step-by-step instructions]

## Preventing Recurrence

[Configuration change or practice that avoids this in the future]

## Need More Help?

[How to contact support]

Guidance:

• Organize by symptoms first -- that is what customers search for.
• Present the most probable fix before alternatives.
• Always include a "Need more help?" escape hatch pointing to support.
• If the technical cause is complex, keep the customer explanation simple.

Quick-Answer (FAQ) Articles

Goal: Deliver a concise response to a common question.

# [Question in the customer's natural phrasing]

[Direct answer: 1-3 sentences]

## Additional Context

[Deeper explanation, edge cases, or nuance if needed]

## Related Questions

- [Link to related FAQ 1]
- [Link to related FAQ 2]

Guidance:

• Answer the question in the very first sentence.
• If the answer requires a multi-step walkthrough, it belongs in a how-to article, not an FAQ.
• Interlink related FAQs so customers can self-serve adjacent questions.

Known-Issue Advisories

Goal: Document an active bug or limitation along with its current status and any available workaround.

# [Known Issue]: [Brief description]

**Status:** [Investigating / Workaround Available / Fix Underway / Resolved]
**Who is affected:** [Scope]
**Last updated:** [Date]

## What Users Experience

[Description of the observable behavior]

## Workaround

[Step-by-step workaround, or "No workaround is currently available."]

## Resolution Timeline

[Estimated fix date or current engineering status]

## Change Log

- [Date]: [Update summary]

Guidance:

• Keep the status field current -- stale status information erodes trust faster than almost anything else.
• Update the article the moment a fix ships and mark it Resolved.
• Leave resolved advisories published for at least 30 days so customers still searching old symptoms can find closure.

Content Lifecycle and Maintenance

Knowledge bases decay without active stewardship. Follow this cadence:

Article States

1. Draft: Written, pending review
2. Live: Published and accessible to customers
3. Flagged: Marked for revision due to product changes, user feedback, or age
4. Archived: Retired from customer view but retained internally for reference
5. Deleted: Permanently removed from the knowledge base

Update vs. Create Decision Framework

Revise an existing article when:

• A product update has changed the steps but the topic is the same
• The article is fundamentally sound but missing a detail
• Customer feedback points to a confusing section
• A superior workaround or solution has been discovered

Write a new article when:

• A new feature or product area has no documentation
• A closed ticket reveals a topic with zero KB coverage
• An existing article has grown unwieldy and should be split
• A distinct audience needs the same information presented differently

Taxonomy and Cross-Linking

Recommended Category Hierarchy

Structure the knowledge base around how customers navigate, not how the organization is structured:

Getting Started
  Account creation and setup
  Initial configuration
  Quickstart walkthroughs

Product Capabilities
  [Capability area A]
  [Capability area B]
  [Capability area C]

Integrations
  [Integration A]
  [Integration B]
  API reference

Problem Solving
  Frequent errors
  Performance and reliability
  Active known issues

Billing and Account Management
  Plans and pricing
  Payment and invoicing
  Account settings

Cross-Linking Principles

• Diagnostic to procedural: "For setup instructions, see [How to configure X]."
• Procedural to diagnostic: "Running into errors? See [Troubleshooting X]."
• FAQ to in-depth article: "For a complete walkthrough, see [Guide to X]."
• Advisory to workaround: Minimize the number of clicks between problem identification and resolution.
• Prefer relative links: They survive reorganizations better than absolute URLs.
• Avoid gratuitous circular links: A linking to B and B linking back to A is only justified when both are genuine entry points.

Guiding Principles

1. Write for the frustrated customer who is mid-search for an answer -- be direct, specific, and immediately helpful.
2. Every article must be discoverable using the words a real customer would type.
3. Validate your work: follow the steps yourself or have someone unfamiliar with the topic attempt them.
4. Maintain focus: one problem, one resolution per article. Split when scope creeps.
5. Tend the garden aggressively: an outdated article is more harmful than a missing one.
6. Track the gaps: every ticket that could have been deflected by an article represents a content opportunity.
7. Measure outcomes: articles with low traffic, poor ratings, or no ticket-deflection impact need rework or retirement.