This article was drafted as part of an initiative to help junior personnel and outside Knowledge Base contributors learn the proper way to create a Knowledge Base article. The result was a remarkable increase in quality and reduction in needed editing time as people learned the basic format for a Knowledge Base submission.

How to Write a Knowledge Base Article – A Complete Guide

A practical guide to creating helpful documentation that actually gets used

Creating knowledge base articles doesn't require technical writing expertise, but it does need a structured approach. Whether you're documenting processes, creating customer support content, or sharing expertise, every effective knowledge base article follows the same fundamental steps.

This guide walks you through the complete process from initial concept to published article.

Phase 1: Plan Before You Write

Writing a great knowledge base article is like constructing a building. Before laying the foundation, you need to understand the building's purpose and create a blueprint. Article writing requires the same level of planning.

Step 1: Choose Your Topic

Start by identifying what you'll write about. Knowledge base article topics typically come from:

• Frequently asked questions: Questions from customers on forums, support tickets, or internal team discussions
• Common pain points: Difficult product features or implementation processes that confuse users
• Repeated explanations: Topics that require frequent clarification in meetings or support interactions
• New features or procedures: Recently launched products, features, or processes lacking documentation
• Documentation gaps: Areas where competitor resources exist but yours don't

Pro Tip: Keep a notebook or app handy to capture topics during daily work. The best articles solve real problems you discover organically, not through brainstorming sessions.

Step 2: Define Your Audience

Understanding your readers is as important as choosing your topic. Your audience determines everything from word choice to instruction complexity.

Ask yourself:

• Who will read this? (Customers, new employees, experienced users?)