How to write a good knowledge base article: + Free template

I’ve seen too many knowledge base articles bury simple answers under long explanations. In this guide, I’ll share what I’ve learned about creating content that makes support easier for both customers and teams.

What is a knowledge base article?

A knowledge base article is an online guide that helps users find answers without contacting support. These articles explain product features, solve common issues, or walk customers through specific tasks. Most include short text, images, or videos that guide readers step by step to resolve problems independently.

I noticed that the most effective teams categorize their articles by type, including how-to guides, troubleshooting steps, FAQs, and short feature explainers. This structure helps customers find what they need quickly and gives support teams a consistent way to share accurate information.

Why knowledge base articles are important

Knowledge base articles are important because they let customers find answers on their own instead of waiting for help. I’ve seen how this reduces repetitive support requests and helps teams concentrate on issues that require more context or deeper troubleshooting. 

Clear, accessible content also improves customer satisfaction because it makes problem-solving easier and gives people control over their experience.

Teams that build clear documentation also make onboarding easier. New hires and support reps can answer questions faster because they’re not rewriting explanations every time.

How to write a good knowledge base article: 6 steps

The best knowledge base articles are simple, specific, and focused on solving a single problem. I’ve written them before and learned that readers don’t want context first. They want the answer first, with background information only when it’s relevant.

Each step below helps organize information so it’s easy to find, read, and apply:

1. Craft a clear title

Start with what your reader would type into Google. Titles like “How to reset your password” or “Change billing details in Assembly” work because they’re specific and searchable. A title should explain exactly what the article covers without needing extra context.

2. Create an outline

Plan the structure before writing. It’s much easier to fix flow and logic early. I usually start by listing the main ideas and arranging them in the order a user would follow to complete the task. For example, when explaining “Set up client invoicing,” start with permissions, then setup, and finally testing. Outlining keeps every article focused on one clear goal.

3. Flesh out your outline

Once the structure is clear, expand it into short, actionable steps. Each action should start with a verb and include enough context for someone new to follow. Avoid assuming readers know where to click or what options exist. Use headers, short paragraphs, and bullet points so readers can skim and still find what they need.

4. Link related articles

Keep each article focused by linking to others when a topic deserves its own page. An article on “Creating an invoice” might point to “Setting up recurring payments” instead of repeating details. This keeps the experience simple and improves your internal linking, which helps both users and SEO.

5. Add visuals

Use visuals to shorten explanations. A single screenshot or GIF can save a paragraph of text. Add them when showing multi-step actions or layout differences. Short videos work too, but keep them brief and include captions or alt text so they’re accessible to all readers.

6. Edit, proofread, and test

Read every article out loud to check for clarity. Then ask someone unfamiliar with the topic to follow it step by step. If they hesitate, the instructions need refining. I’ve found that testing with one fresh set of eyes usually catches gaps that even detailed reviews miss.

Tips for writing effective knowledge base articles

After working with different teams, I’ve learned that great documentation is about being clear, consistent, and direct. Every article should feel like a quick path to an answer. These tips can help you write with that goal in mind:

• Understand user pain points: Start by studying what users struggle with most through feedback, chat transcripts, and analytics. Teams that write around those insights create content that solves real problems instead of repeating what’s already known.
• Assume the reader knows nothing: The clearest writing treats every reader as new to the product. Avoid insider terms, jargon, or steps that assume background knowledge. This approach keeps content accessible even as your product grows more complex.
• Make it skimmable: Most people scan first, then read. Organize content with short paragraphs, subheadings, and lists so readers can find answers quickly.
• Keep language simple: The best articles sound natural. I’ve found that conversational writing builds more trust than technical jargon. Write the way you’d explain a concept to someone curious but unfamiliar with the product.
• Stay consistent in tone and format: Consistency signals credibility. When the same structure and visual style carry across every article, users know what to expect and can focus on the message instead of adjusting to the format.
• Use internal links wisely: Link to related topics only when it helps readers take the next step. This keeps each article focused and allows your knowledge base software to organize and surface related content automatically.
• Add visuals for clarity: Use screenshots or short clips to simplify long explanations. In my experience, a clear visual often communicates faster than text and reduces errors in understanding.
• Review performance: Review metrics such as search terms, page views, and feedback to identify which topics need clearer steps or stronger examples. Articles that perform well usually reflect the questions customers ask most often.
• Collaborate across teams: The strongest documentation comes from shared input. Support brings customer insight, product brings accuracy, and marketing ensures the tone aligns with the brand. Together, these perspectives keep knowledge up to date and useful.
• Track version updates: Keep a changelog when content changes. Teams move faster when everyone knows which version is current and which instructions no longer apply.

Examples of good knowledge base articles

I looked through knowledge bases to find good examples of articles that do the job well. Let’s go through them below:

Facebook Help Center

Facebook’s article on privacy settings shows how a clear structure improves navigation. It separates instructions by device (Android, iPhone, iPad, and desktop) so users only see what applies to them. 

The layout avoids extra scrolling and keeps the steps short and action-focused, which is exactly what readers expect when troubleshooting.

Google Workspace Learning Center

Google’s Sheets training page is a great example of how internal linking keeps users moving in the right direction. 

It connects short guides, cheat sheets, and troubleshooting pages through clear links instead of overloading the reader with information. I’ve seen how this approach helps readers explore related topics naturally while keeping each page simple and focused.

WordPress Support Center

WordPress uses a short video on its Domains page to explain what a domain is and why it matters. It’s an effective use of visuals for topics that are harder to explain in text. Pairing a quick overview with an embedded video helps users learn faster and stay engaged without leaving the page.

Free knowledge base article template

This free knowledge base article template gives you a simple framework for organizing information, adding visuals, and linking related topics so your documentation stays consistent across the entire support library.

Check out the free template.

Benefits of good knowledge base articles

The main benefits of knowledge bases come from how they improve both the customer and team experience. Here are the benefits you can expect: 

• Faster response times: When answers are documented clearly, customers can find solutions right away instead of waiting in a queue. This also gives support teams more time to focus on questions that need deeper troubleshooting.
• Fewer repetitive tickets: I’ve noticed that when companies document their most common questions, such as account setup or billing issues, support requests drop quickly. Self-service content not only reduces workload but also gives customers a sense of independence.
• Consistent information across teams: A shared content library helps everyone communicate the same message, from product to sales. It keeps teams aligned and makes onboarding new hires far easier.
• Better customer experience and trust: Customers trust products that make information easy to find. A clear knowledge base shows that the company values transparency and wants users to succeed without unnecessary barriers.

Manage every knowledge base article in one place with Assembly

A knowledge base article is only as useful as the system that supports it. Even with strong documentation, teams often find it difficult to connect help content with client communication, updates, and feedback. That disconnect makes it harder to keep information accurate and accessible over time.

We designed Assembly to make that process easier. It’s a client portal software that connects client projects, shared files, and communication in one organized workspace.

Here’s what you can do with Assembly:

• See the full client record: Notes, files, payments, and communication history stay linked in one place. You never have to flip between systems or lose context when switching from sales to service.
• Prep faster for meetings: The AI Assembly Assistant pulls past interactions into a clear summary so you can walk into any call knowing exactly what’s been discussed and what’s next.
• Stay ahead of clients: Highlight patterns that may show churn risk or upsell potential, making outreach more timely and relevant.
• Cut down on admin: Automate repetitive jobs like reminders, status updates, or follow-up drafts that used to take hours. The Assistant handles the busywork so your team can focus on clients.
• Helpdesk App: Install the Helpdesk App to create a branded knowledge base inside your client portal. You can publish guides, FAQs, and quick how-tos, then tag content or adjust visibility so clients see only what applies to them.

Ready to bring your client communication and documentation into one place? Start your free Assembly trial today.

Frequently asked questions

How often should you update knowledge base articles?

Update articles every time your product or process changes. Outdated information causes confusion, so reviewing content quarterly keeps your knowledge base accurate and useful.

How does a knowledge base fit into your agency tech stack?

A knowledge base helps centralize client-facing documentation within your agency tech stack, connecting support, onboarding, and project tools. This setup gives clients faster access to answers while keeping internal teams aligned.

What should a knowledge base article include?

A good knowledge base article includes a clear title, a short overview, step-by-step instructions, visuals, and links to related content. This structure helps readers find what they need quickly and understand each action without extra context.

How long should a knowledge base article be?

An effective knowledge base article should be as long as it needs to be, no more and no less. The goal is to give complete instructions without adding filler, keeping each section focused on solving one specific problem.