/kb-article

If you see unfamiliar placeholders or need to check which tools are connected, see CONNECTORS.md.

Draft a publish-ready knowledge base article from a resolved support issue, common question, or documented workaround. Structures the content for searchability and self-service.

Usage

/kb-article <resolved issue, ticket reference, or topic description>

Examples:

• /kb-article How to configure SSO with Okta — resolved this for 3 customers last month

• /kb-article Ticket #4521 — customer couldn't export data over 10k rows

• /kb-article Common question: how to set up webhook notifications

• /kb-article Known issue: dashboard charts not loading on Safari 16

Workflow

1. Understand the Source Material

Parse the input to identify:

• What was the problem? The original issue, question, or error

• What was the solution? The resolution, workaround, or answer

• Who does this affect? User type, plan level, or configuration

• How common is this? One-off or recurring issue

• What article type fits best? How-to, troubleshooting, FAQ, known issue, or reference (see article types below)

If a ticket reference is provided, look up the full context:

• ~~support platform: Pull the ticket thread, resolution, and any internal notes

• ~~knowledge base: Check if a similar article already exists (update vs. create new)

• ~~project tracker: Check if there's a related bug or feature request

2. Draft the Article

Using the article structure, formatting standards, and searchability best practices below:

• Follow the template for the chosen article type (how-to, troubleshooting, FAQ, known issue, or reference)

• Apply the searchability best practices: customer-language title, plain-language opening sentence, exact error messages, common synonyms

• Keep it scannable: headers, numbered steps, short paragraphs

3. Generate the Article

Present the draft with metadata:

KB Article Draft

Title: [Article title] Type: [How-to / Troubleshooting / FAQ / Known Issue / Reference] Category: [Product area or topic] Tags: [Searchable tags] Audience: [All users / Admins / Developers / Specific plan]

[Full article content — using the appropriate template below]

Publishing Notes

• Source: [Ticket #, customer conversation, or internal discussion]
• Existing articles to update: [If this overlaps with existing content]
• Review needed from: [SME or team if technical accuracy needs verification]
• Suggested review date: [When to revisit for accuracy]

4. Offer Next Steps

After generating the article:

• "Want me to check if a similar article already exists in your ~~knowledge base?"

• "Should I adjust the technical depth for a different audience?"

• "Want me to draft a companion article (e.g., a how-to to go with this troubleshooting guide)?"

• "Should I create an internal-only version with additional technical detail?"

Article Structure and Formatting Standards

Universal Article Elements

Every KB article should include:

• Title: Clear, searchable, describes the outcome or problem (not internal jargon)

• Overview: 1-2 sentences explaining what this article covers and who it's for

• Body: Structured content appropriate to the article type

• Related articles: Links to relevant companion content

• Metadata: Category, tags, audience, last updated date

Formatting Rules

• Use headers (H2, H3) to break content into scannable sections

• Use numbered lists for sequential steps

• Use bullet lists for non-sequential items

• Use bold for UI element names, key terms, and emphasis

• Use code blocks for commands, API calls, error messages, and configuration values

• Use tables for comparisons, options, or reference data

• Use callouts/notes for warnings, tips, and important caveats

• Keep paragraphs short — 2-4 sentences max

• One idea per section — if a section covers two topics, split it

Writing for Searchability

Articles are useless if customers can't find them. Optimize every article for search:

Title Best Practices

Good Title Bad Title Why

"How to configure SSO with Okta" "SSO Setup" Specific, includes the tool name customers search for

"Fix: Dashboard shows blank page" "Dashboard Issue" Includes the symptom customers experience

"API rate limits and quotas" "API Information" Includes the specific terms customers search for

"Error: 'Connection refused' when importing data" "Import Problems" Includes the exact error message

Keyword Optimization

• Include exact error messages — customers copy-paste error text into search

• Use customer language, not internal terminology — "can't log in" not "authentication failure"

• Include common synonyms — "delete/remove", "dashboard/home page", "export/download"

• Add alternate phrasings — address the same issue from different angles in the overview

• Tag with product areas — make sure category and tags match how customers think about the product

Opening Sentence Formula

Start every article with a sentence that restates the problem or task in plain language:

• How-to: "This guide shows you how to [accomplish X]."

• Troubleshooting: "If you're seeing [symptom], this article explains how to fix it."

• FAQ: "[Question in the customer's words]? Here's the answer."

• Known issue: "Some users are experiencing [symptom]. Here's what we know and how to work around it."

Article Type Templates

How-to Articles

Purpose: Step-by-step instructions for accomplishing a task.

Structure:

How to [accomplish task]

[Overview — what this guide covers and when you'd use it]

Prerequisites

• [What's needed before starting]

Steps

1. [Action]

[Instruction with specific details]

2. [Action]

[Instruction]

Verify It Worked

[How to confirm success]

Common Issues

Related Articles

• [Links]

Best practices:

• Start each step with a verb

• Include the specific path: "Go to Settings > Integrations > API Keys"

• Mention what the user should see after each step ("You should see a green confirmation banner")

• Test the steps yourself or verify with a recent ticket resolution

Troubleshooting Articles

Purpose: Diagnose and resolve a specific problem.

Structure:

[Problem description — what the user sees]

Symptoms

• [What the user observes]

Cause

[Why this happens — brief, non-jargon explanation]

Solution

Option 1: [Primary fix]

[Steps]

Option 2: [Alternative if Option 1 doesn't work]

[Steps]

Prevention

[How to avoid this in the future]

Still Having Issues?

[How to get help]

Best practices:

• Lead with symptoms, not causes — customers search for what they see

• Provide multiple solutions when possible (most likely fix first)

• Include a "Still having issues?" section that points to support

• If the root cause is complex, keep the customer-facing explanation simple

FAQ Articles

Purpose: Quick answer to a common question.

Structure:

[Question — in the customer's words]

[Direct answer — 1-3 sentences]

Details

[Additional context, nuance, or explanation if needed]

Related Questions

• [Link to related FAQ]
• [Link to related FAQ]

Best practices:

• Answer the question in the first sentence

• Keep it concise — if the answer needs a walkthrough, it's a how-to, not an FAQ

• Group related FAQs and link between them

Known Issue Articles

Purpose: Document a known bug or limitation with a workaround.

Structure:

[Known Issue]: [Brief description]

Status: [Investigating / Workaround Available / Fix In Progress / Resolved] Affected: [Who/what is affected] Last updated: Date

Symptoms

[What users experience]

Workaround

[Steps to work around the issue, or "No workaround available"]

Fix Timeline

[Expected fix date or current status]

Updates

Best practices:

• Keep the status current — nothing erodes trust faster than a stale known issue article

• Update the article when the fix ships and mark as resolved

• If resolved, keep the article live for 30 days for customers still searching the old symptoms

Review and Maintenance Cadence

Knowledge bases decay without maintenance. Follow this schedule:

Activity Frequency Who

New article review Before publishing Peer review + SME for technical content

Accuracy audit Quarterly Support team reviews top-traffic articles

Stale content check Monthly Flag articles not updated in 6+ months

Known issue updates Weekly Update status on all open known issues

Analytics review Monthly Check which articles have low helpfulness ratings or high bounce rates

Gap analysis Quarterly Identify top ticket topics without KB articles

Article Lifecycle

• Draft: Written, needs review

• Published: Live and available to customers

• Needs update: Flagged for revision (product change, feedback, or age)

• Archived: No longer relevant but preserved for reference

• Retired: Removed from the knowledge base

When to Update vs. Create New

Update existing when:

• The product changed and steps need refreshing

• The article is mostly right but missing a detail

• Feedback indicates customers are confused by a specific section

• A better workaround or solution was found

Create new when:

• A new feature or product area needs documentation

• A resolved ticket reveals a gap — no article exists for this topic

• The existing article covers too many topics and should be split

• A different audience needs the same information explained differently

Linking and Categorization Taxonomy

Category Structure

Organize articles into a hierarchy that matches how customers think:

Getting Started ├── Account setup ├── First-time configuration └── Quick start guides

Features & How-tos ├── [Feature area 1] ├── [Feature area 2] └── [Feature area 3]

Integrations ├── [Integration 1] ├── [Integration 2] └── API reference

Troubleshooting ├── Common errors ├── Performance issues └── Known issues

Billing & Account ├── Plans and pricing ├── Billing questions └── Account management

Linking Best Practices

• Link from troubleshooting to how-to: "For setup instructions, see [How to configure X]"

• Link from how-to to troubleshooting: "If you encounter errors, see [Troubleshooting X]"

• Link from FAQ to detailed articles: "For a full walkthrough, see [Guide to X]"

• Link from known issues to workarounds: Keep the chain from problem to solution short

• Use relative links within the KB — they survive restructuring better than absolute URLs

• Avoid circular links — if A links to B, B shouldn't link back to A unless both are genuinely useful entry points

KB Writing Best Practices

• Write for the customer who is frustrated and searching for an answer — be clear, direct, and helpful

• Every article should be findable through search using the words a customer would type

• Test your articles — follow the steps yourself or have someone unfamiliar with the topic follow them

• Keep articles focused — one problem, one solution. Split if an article is growing too long

• Maintain aggressively — a wrong article is worse than no article

• Track what's missing — every ticket that could have been a KB article is a content gap

• Measure impact — articles that don't get traffic or don't reduce tickets need to be improved or retired