About the knowledge base article template
Well-developed knowledge base articles empower customers to learn new functionality, troubleshoot issues independently, and get the most of your offering. This fosters a positive user experience and even contributes to customer retention.
Planning your next help article using our template streamlines the process and ensures consistency across all support materials. Our template includes sections for a concise summary, step-by-step instructions, relevant permissions, and FAQs. You can also embed visuals like screenshots or videos where applicable.
As you craft your article, focus on conciseness and relevance. Use simple language and avoid jargon. By following a structured approach, you can publish articles more quickly and get customers the help they need.
Best practices
Draft user-friendly support documentation that motivates customers and reduces support overhead.
Set the context Introduce new features and their value to users. Clearly articulate what problem the features solve. This helps customers understand why they should care and how new updates impact their workflows.
Create easy-to-follow steps Use simple language and provide clear instructions accompanied by images, videos, or sound. Ensure that users can easily replicate the steps outlined in the article to start using the new features effectively.
Outline user permissions Define specific permissions associated with each user role. For example, administrators might have full access to a new feature and its settings, while editors can use the functionality but not change settings, and viewers are view-only.
Address common questions Anticipate potential questions or challenges users may encounter while using the new features. Provide simple answers to help them troubleshoot on their own.
FAQs about the knowledge base article template
Why should I use a template for knowledge base articles?
A consistent format makes your documentation easier to write, read, and maintain. It reduces friction for customers looking for answers and helps your team scale support.
What types of content should I include in a help article?
Start with a clear overview of what the article explains. Then, include steps to complete the task, role-based permissions (if relevant), and links to related articles or product details.
Who is this template for?
This template is for anyone creating product documentation — including product managers, customer support reps, technical writers, and internal operations teammates.
Is this template free to use?
Yes. To use this knowledge base article template, sign up for a free 30-day trial of Aha! Whiteboards . (You can also try this template in Aha! Roadmaps if you need a complete product management solution.) Easily customize the template to suit your needs, then share it with as many people as you want (for free) to streamline collaboration.
