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How You Can Write a Good Knowledge Base Article
An effective knowledge base article is clear, engaging, and helpful. Here's how to write one (with some help from AI) that your customers will love.
An effective knowledge base article is clear, engaging, and helpful. Here's how to write one (with some help from AI) that your customers will love.
Great customer service doesn’t always involve an agent. We’ve found that 61% of customers prefer self-service tools for simple questions and service issues.
Your customers can easily get the answers they need with knowledge base articles, which are informative help articles on your site. They can find what they need at any time (even at 3 a.m.), which frees up agents to focus on more complex service requests.
Service agents can also use knowledge base articles to solve customer problems and reduce their average handle time.
This article will tell you everything you need to know about creating a knowledge base article. You’ll learn what a knowledge article is, why they’re important, what to include when you’re writing, and tips and tricks (like generative AI) to help you get started.
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A knowledge base article is a web page that answers a frequently asked question, troubleshoots a problem, or helps your customers use your products and services. They often include written directions and responses, but can also include images, videos, links, and other multimedia elements.
Knowledge base articles typically live within a central place on a company’s website or platform — this could be a help center, FAQ page, or a support portal. This hub should make it easy for your customers to find the answers they’re looking for.
While the structure of this hub will vary based on the needs of your business and your customers, it should have a search function, article tags based on your offerings, and titles that make it clear what the article is about.
If your contact center has a chatbot, it can surface information from knowledge articles in response to a customer message. Very soon, chatbots with generative AI technology will be able to answer service questions and give better, more personalized responses by pulling from the knowledge base.
Here are the top three reasons why knowledge base articles are important to your business:
This section will walk you through the important steps to take before writing a knowledge base article, which elements to include, and some helpful tips to make it even easier to write a knowledge article.
There are a few steps you want to take ahead of writing your article — the first is figuring out which topic to write about.
Consider these three questions when identifying the right topic for your article:
Once you’ve identified the most common issues, make sure you don’t already have a knowledge article about this topic. If an article already exists, decide if it needs to be edited to add updated information.
If no article exists on that topic yet, it’s time to start writing!
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Here’s an example of a knowledge base article we created for a fictional payment software, called ZapPay. This knowledge article would help ZapPay customers link their bank account to their ZapPay account.
Overview
TIP: Make sure you have your bank account and routing numbers handy before you start this process.
Congratulations! You’ve successfully connected your ZapPay to your bank account! If you need any additional help, see the links below:
Now that you’ve got what you need to write the perfect knowledge base article, here’s how you can get started.
Now you know what a knowledge base article is and why they’re important for both customers and agents. Start writing articles today to give them both an awesome service experience and increase the efficiency of your contact center.
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