The Do's and Don'ts of Writing Knowledge Base Articles

<!DOCTYPE html> <html lang="en"><head><meta charset="UTF-8"> <meta name="viewport" content="width=device-width, initial-scale=1"> <meta http-equiv="X-UA-Compatible" content="ie=edge"> <title>The Do's and Don'ts of Writing Knowledge Base Articles</title> <meta name="description" content="A good knowledge base article saves everyone's time and increases customer experience. Learn how to write effective knowledge base articles."> <link rel="canonical" href="https://www.knowledgebase.com/blog/knowledge-base-article/"> <script type="application/ld+json"> { "@context": "https://schema.org", "@graph": [{"@context":"https://schema.org","@type":"Corporation","brand":"KnowledgeBase Blog","name":"KnowledgeBase","sameAs":["https://www.facebook.com/knowledgebaseapp","https://twitter.com/KnowledgeBaseAI"],"url":"https://www.knowledgebase.com/blog/"}] } </script> <link rel="icon" href="/blog/favicon.ico"> <meta property="og:locale" content="en_US" /> <meta property="og:type" content="article" /> <meta property="og:title" content="The Do's and Don'ts of Writing Knowledge Base Articles" /> <meta property="og:description" content="A good knowledge base article saves everyone's time and increases customer experience. Learn how to write effective knowledge base articles." /> <meta property="og:url" content="https://www.knowledgebase.com/blog/knowledge-base-article/" /> <meta property="og:site_name" content="KnowledgeBase Blog" /> <meta name="twitter:card" content="summary_large_image" /> <meta name="twitter:description" content="A good knowledge base article saves everyone's time and increases customer experience. Learn how to write effective knowledge base articles." /> <meta name="twitter:title" content="The Do's and Don'ts of Writing Knowledge Base Articles" /> <meta name="twitter:site" content="@KnowledgeBaseAI" /> <meta property="og:image" content="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_1200,h_630,c_fill/https://kb-blog.labs.livechat.com/app/uploads/2022/11/The-Dos-and-Donts-of-Writing-Knowledge-Base-Articles.jpg" /> <meta name="twitter:image" content="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_1200,h_630,c_fill/https://kb-blog.labs.livechat.com/app/uploads/2022/11/The-Dos-and-Donts-of-Writing-Knowledge-Base-Articles.jpg" /> <link rel="preconnect" href="https://res.cloudinary.com"> <script> scrollOffsetFunction = function() { var navElements = document.getElementsByClassName("c-navbar"); if (typeof navElements[0] !== "undefined") { var navRect = navElements[0].getBoundingClientRect(); var navStyle = getComputedStyle(navElements[0]); if (navStyle.position === "sticky" || navStyle.position === "fixed") { return navRect.bottom - navRect.top + 30; } } return 0; } </script> <script> dataLayer = [{ 'contentAuthor': [ "Tomasz Ziętek", ], 'contentTTR': 8 , 'contentCategory': [ "knowledge-management", ], 'contentDate': '2022-11-23' }]; </script><script> (function(w,d,s,l,i){w[l]=w[l]||[];w[l].push({'gtm.start': new Date().getTime(),event:'gtm.js'});var f=d.getElementsByTagName(s)[0], j=d.createElement(s),dl=l!='dataLayer'?'&l='+l:'';j.async=true;j.src= 'https://www.googletagmanager.com/gtm.js?id='+i+dl;f.parentNode.insertBefore(j,f); })(window,document,'script','dataLayer','GTM-5JDPXSM'); </script> <link rel="stylesheet" href="/blog/dist/css/main.min.2bcca5c6d8c7d5f1387678ba92a03a54cce2e7895ef25108a506f2d19f6d9195.css"> </head><body > <noscript><iframe src="https://www.googletagmanager.com/ns.html?id=GTM-5JDPXSM" height="0" width="0" style="display:none;visibility:hidden"></iframe></noscript> <script type="text/javascript"> (function(window, document, dataLayerName, id) { window[dataLayerName]=window[dataLayerName]||[],window[dataLayerName].push({start:(new Date).getTime(),event:"stg.start"});var scripts=document.getElementsByTagName('script')[0],tags=document.createElement('script'); function stgCreateCookie(a,b,c){var d="";if(c){var e=new Date;e.setTime(e.getTime()+24*c*60*60*1e3),d="; expires="+e.toUTCString()}document.cookie=a+"="+b+d+"; path=/"} var isStgDebug=(window.location.href.match("stg_debug")||document.cookie.match("stg_debug"))&&!window.location.href.match("stg_disable_debug");stgCreateCookie("stg_debug",isStgDebug?1:"",isStgDebug?14:-1); var qP=[];dataLayerName!=="dataLayer"&&qP.push("data_layer_name="+dataLayerName),isStgDebug&&qP.push("stg_debug");var qPString=qP.length>0?("?"+qP.join("&")):""; tags.async=!0,tags.src="//livechat.containers.piwik.pro/"+id+".js"+qPString,scripts.parentNode.insertBefore(tags,scripts); !function(a,n,i){a[n]=a[n]||{};for(var c=0;c<i.length;c++)!function(i){a[n][i]=a[n][i]||{},a[n][i].api=a[n][i].api||function(){var a=[].slice.call(arguments,0);"string"==typeof a[0]&&window[dataLayerName].push({event:n+"."+i+":"+a[0],parameters:[].slice.call(arguments,1)})}}(i[c])}(window,"ppms",["tm","cm"]); })(window, document, 'dataLayer', '28a0a095-db17-4f24-8d11-19c9de6721cc'); </script><noscript><iframe src="//livechat.containers.piwik.pro/28a0a095-db17-4f24-8d11-19c9de6721cc/noscript.html" height="0" width="0" style="display:none;visibility:hidden"></iframe></noscript> <aside class="u-border-b lg:u-block u-border-gray-900" hidden> <div class="u-flex u-justify-center"> <p class="u-text-p9 b--u-text-black-500 u-my-sm u-Mr-xs">Discover <a href="https://text.com/?utm_source=knowledgebase.com&utm_medium=referral&utm_campaign=productbar" target="_blank" class="c-productbar__text u-text-p9 b--u-text-white-200 b--hover:u-text-black b--u-text-bold u-hover-none" data-controller="track" data-track-category="Product Bar" data-track-action="Clicked on Text" data-action="click->track#send">Text</a> products:</p> <a href="https://www.livechat.com/?utm_source=knowledgebase.ai&utm_medium=referral&utm_campaign=productbar" target="_blank" class="c-productbar__livechat u-flex u-flex-row u-items-center v--no-underline u-Mr-xs" data-controller="track" data-track-category="Product Bar" data-track-action="Clicked on LiveChat" data-action="click->track#send"> <svg width="16" height="16" fill="none" style="margin-right: 3px;" xmlns="http://www.w3.org/2000/svg"><path d="M15.2 10c-.1.9-.5 1.8-1.2 2.4-.7.7-1.5 1-2.5 1h-2L5.7 16v-2.6l3.8-2.6h2c.3 0 .6 0 .8-.3.2-.2.4-.5.4-.8v-6l-.3-.7a1 1 0 00-.7-.3 63.2 63.2 0 00-8.1 0 1 1 0 00-.7.4c-.2.1-.3.4-.3.7-.2 2-.2 4 0 6 0 .3.1.5.3.7.3.2.5.3.8.3h2v2.6h-2c-.9 0-1.8-.3-2.4-1C.6 11.8.2 11 0 10 0 8 0 5.7 0 3.5c0-.8.5-1.7 1-2.3.7-.6 1.5-1 2.3-1a57 57 0 018.4 0c.9 0 1.7.4 2.3 1 .6.6 1 1.5 1 2.4.2 2 .2 4.2 0 6.3z" fill="#C6C6CA"/></svg> <p class="u-text-p9 u-mb-0 u-text-gray-700"><span class="c-productbar__name u-text-gray-700">LiveChat</span> - Connect with customers</p> </a> <a href="https://www.chatbot.com/?utm_source=knowledgebase.ai&utm_medium=referral&utm_campaign=productbar" target="_blank" class="c-productbar__chatbot u-flex u-flex-row u-items-center v--no-underline u-Mr-xs" data-controller="track" data-track-category="Product Bar" data-track-action="Clicked on ChatBot" data-action="click->track#send"> <svg width="16" height="16" fill="none" style="margin-right: 3px;" xmlns="http://www.w3.org/2000/svg"><path d="M11.8 6.3v1.5a.6.6 0 01-.3.6c-1.1.5-2.3.8-3.5.8-1.2 0-2.4-.3-3.5-.8a.6.6 0 01-.3-.6V6.3a.4.4 0 01.6-.4c1 .4 2 .7 3.2.7 1 0 2.2-.3 3.2-.7a.4.4 0 01.6.4z" fill="#C6C6CA"/><path d="M15.9 10a3.8 3.8 0 01-3.8 3.4H10L6 16v-2.6l4-2.6H12a1.2 1.2 0 001.2-1v-6a1.1 1.1 0 00-1-1 69.4 69.4 0 00-8.5 0 1.1 1.1 0 00-1 1c-.2 2-.2 4-.1 6a1.2 1.2 0 001.2 1h2v2.6H4A3.8 3.8 0 010 9.9a48 48 0 010-6.4A3.7 3.7 0 013.6.2a62.5 62.5 0 018.8 0A3.7 3.7 0 0116 3.6a48 48 0 010 6.3z" fill="#C6C6CA"/></svg> <p class="u-text-p9 u-mb-0 u-text-gray-700"><span class="c-productbar__name u-text-gray-700">ChatBot</span> - Automate customer service with AI</p> </a> <a href="https://www.helpdesk.com/?utm_source=knowledgebase.ai&utm_medium=referral&utm_campaign=productbar" target="_blank" class="c-productbar__helpdesk u-flex u-flex-row u-items-center v--no-underline" data-controller="track" data-track-category="Product Bar" data-track-action="Clicked on HelpDesk" data-action="click->track#send"> <svg width="17" height="14" fill="none" style="margin-right: 3px;" xmlns="http://www.w3.org/2000/svg"><path d="M8 6.1l4.1-3.5h-4l-4.3.1a1.1 1.1 0 00-1 1l-.2 3v.6l.1 3a1.1 1.1 0 001 1h8.6a1.1 1.1 0 001-1l.1-2.8L16 5.2v5.3a3.7 3.7 0 01-3.5 3.3 59.5 59.5 0 01-9 0 3.7 3.7 0 01-3.4-3.4L0 7.3v-.6l.1-3.1A3.7 3.7 0 013.6.2L8 0h8v2.6l-8 7-3.7-3.3 2-1.7L8 6.1z" fill="#C6C6CA"></path></svg> <p class="u-text-p9 u-mb-0 u-text-gray-700"><span class="c-productbar__name u-text-gray-700">HelpDesk</span> - Support customers with tickets</p> </a> </div> </aside> <div class="c-navbar u-border-b u-border-gray-900" data-controller="show logged-in"> <div class="c-navbar__content"> <div> <a href="/" class="c-navbar__logo"><img src="/blog/images/logo.svg" alt="KnowledgeBase logo" class="" width="214"></a> </div> <button class="c-navbar__button " aria-expanded="false" data-action="show#toggle"> <span data-target="show.content">Menu</span> <span hidden data-target="show.content">Close</span> <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 17 16" width="20" class="u-ml-xs"> <g fill="none" stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" stroke-width="2"> <path d="M1 3.5h15" class="c-navbar__button__bar" /> <path d="M1 8h15" class="c-navbar__button__bar" /> <path d="M1 12.5h15" class="c-navbar__button__bar" /> </g> </svg> </button> <nav class="c-menu lg:u-ml-2xl" data-controller="menu" data-target="show.content" hidden> <ul> <li data-target="menu.root"> <div class="c-menu__item v--top" data-target="menu.top">Product<span class="c-menu__arrow"> <svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M12.6666 6L7.99992 10.6667L3.33325 6" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/> </svg> </span></div> <div class="c-menu__sub v--button " style="width: 40rem"> <div class="c-menu__split"> <div> <p class="c-menu__header u-mt-1"><a href="/features/" data-target="menu.top">Features</a></p> <ul> <li> <a href="/features/#knowledge-management" class="c-menu__item u-flex u-items-center"> <div class="u-hidden lg:u-block u-basis-2 u-pr-sm"> <svg class="u-block u-mx-auto" width="20" height="17" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M10 2.3A8.2 8.2 0 0114.5 1c1.7 0 3.3.5 4.5 1.3v13a8.2 8.2 0 00-4.5-1.3c-1.7 0-3.3.5-4.5 1.3m0-13v13-13zm0 0A8.2 8.2 0 005.5 1C3.8 1 2.2 1.5 1 2.3v13A8.2 8.2 0 015.5 14c1.7 0 3.3.5 4.5 1.3v-13z" stroke="#1B1B20" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </div> <div class="u-mt-2xs u-basis-11">Knowledge Management</div> </a> </li> <li> <a href="/features/#knowledge-visualization" class="c-menu__item u-flex u-items-center"> <div class="u-hidden lg:u-block u-basis-2 u-pr-sm"> <svg class="u-block u-mx-auto" width="22" height="16" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M14 8a3 3 0 11-6 0 3 3 0 016 0v0z" stroke="#1B1B20" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/><path d="M1.5 8a10 10 0 0119 0 10 10 0 01-19 0z" stroke="#1B1B20" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </div> <div class="u-mt-2xs u-basis-11">Knowledge Visualisation</div> </a> </li> <li> <a href="/features/#reporting" class="c-menu__item u-flex u-items-center"> <div class="u-hidden lg:u-block u-basis-2 u-pr-sm"> <svg class="u-block u-mx-auto" width="20" height="20" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M9 1a9 9 0 1010 10H9V1z" stroke="#1B1B20" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/><path d="M18.5 7H13V1.5A9 9 0 0118.5 7z" stroke="#1B1B20" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </div> <div class="u-mt-2xs u-basis-11">Reporting</div> </a> </li> <li> <a href="/integrations/livechat/" class="c-menu__item u-flex u-items-center"> <div class="u-hidden lg:u-block u-basis-2 u-pr-sm"> <svg class="u-block u-mx-auto" width="24" height="24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M23.9 15A5.7 5.7 0 0118 20H15L9 24v-3.9l6-3.9H18a1.8 1.8 0 001.9-1.6v-9a1.7 1.7 0 00-1.7-1.5 104.1 104.1 0 00-12.7 0 1.7 1.7 0 00-1.5 1.5c-.3 3-.3 6 0 9a1.8 1.8 0 001.7 1.6H9v3.9H5.8a5.7 5.7 0 01-5.7-5.2 72 72 0 010-9.6 5.6 5.6 0 015.3-5 93.7 93.7 0 0113.2 0 5.6 5.6 0 015.2 5 72 72 0 010 9.6z" fill="#FF5100"/></svg> </div> <div class="u-mt-2xs u-basis-11">LiveChat Integration</div> </a> </li> </ul> </div> <div> <p class="c-menu__header u-mt-1">Solutions</p> <ul> <li> <a href="/customer-support-knowledge-base/" class="c-menu__item u-flex u-items-start"> <span class="c-menu__icon"> <svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M5.1 17.8a14 14 0 0113.8 0M15 10a3 3 0 11-6 0 3 3 0 016 0zm6 2a9 9 0 11-18 0 9 9 0 0118 0z" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </span> KnowledgeBase for Support Teams </a> <a href="/r/saas-knowledge-base/" class="c-menu__item u-flex u-items-start"> <span class="c-menu__icon"> <svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M5.1 17.8a14 14 0 0113.8 0M15 10a3 3 0 11-6 0 3 3 0 016 0zm6 2a9 9 0 11-18 0 9 9 0 0118 0z" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </span> SaaS Knowledge Base </a> <a href="/r/ai-customer-service/" class="c-menu__item u-flex u-items-start"> <span class="c-menu__icon"> <svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M5.1 17.8a14 14 0 0113.8 0M15 10a3 3 0 11-6 0 3 3 0 016 0zm6 2a9 9 0 11-18 0 9 9 0 0118 0z" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </span> AI Knowledge Base </a> </li> </ul> </div> </div> </div> </li> <li data-target="menu.root"> <a class="c-menu__item v--top" href="/r/pricing/" data-target="menu.top">Pricing</a> </li> <li data-target="menu.root"> <a class="c-menu__item v--top" href="/help/" data-target="menu.top">Help Center</a> </li> <li data-target="menu.root"> <a class="c-menu__item v--top" href="/blog/" data-target="menu.top">Blog</a> </li> </ul> <div class="v--only-mobile u-p-lg u-mt-auto u-mb-0"> <form action="https://app.knowledgebase.ai/?source_id=header_mobile_menu_form_signup&source_type=website&source_url=https://www.knowledgebase.com/blog/ai-generated-articles/" method="GET" data-controller="track signup" data-track-category="Signup" data-track-action="Signup Redirect" data-track-label="navigation_mobile" data-action="track#send" class="o-input-group u-mb-lg" > <input type="email" name="email" class="" style="border-color: #767680;" placeholder="Enter your email" aria-label="Business Email" required> <div class="o-input-group__append"> <button type="submit" class="c-btn v--signup">Sign up free</button> </div> </form> <p class="u-text-center"> <a href="https://app.knowledgebase.ai/?source_id=header_mobile_menu_form_login&source_type=website&source_url=https://www.knowledgebase.com/blog/ai-generated-articles/" data-controller="track" data-track-category="Log In Button" data-track-action="Instant Login" data-track-label="navigation_mobile" data-action="track#send" > Already a customer? <span class="u-text-primary">Log in</span> </a> </p> </div> </nav> <div class="c-navbar__actions"> <a href="https://app.knowledgebase.ai/?source_id=header_login&source_type=website&source_url=https://www.knowledgebase.com/blog/ai-generated-articles/" data-controller="track" data-track-category="Log In Button" data-track-action="Instant Login" data-track-label="Top Nav" data-action="track#send" class="c-btn v--sm v--secondary u-m-auto u-mr-sm" > Log in </a> <a href="https://app.knowledgebase.ai/?source_id=header_signup&source_type=website&source_url=https://www.knowledgebase.com/blog/ai-generated-articles/" data-controller="track signup" data-track-category="Signup" data-track-action="Signup Redirect" data-track-label="Top Nav" data-action="track#send" class="c-btn v--sm v--signup u-m-auto" > Sign up free </a> </div> </div> </div> <div class="post-progress"></div> <script> var progress = document.querySelector(".post-progress"); var h = document.documentElement, b = document.body, st = 'scrollTop', sh = 'scrollHeight'; window.addEventListener("scroll", function () { var percent = (h[st]||b[st]) / ((h[sh]||b[sh]) - h.clientHeight) * 100; progress.style.setProperty('--scroll', percent + '%'); }); </script> <article class="post-grid v--w-image u-pt-md" role="main" data-controller="article-aside" > <div class="post-header"> <div itemscope itemtype="http://schema.org/BreadcrumbList"> <div class="u-hidden" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem"> <a itemprop="item" href="/blog/knowledge-base-article/"> <span itemprop="name">Success</span> </a> <meta itemprop="position" content="1" /> </div> <div class="post-categories u-mb-lg" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem"> <a itemprop="item" href="/blog/categories/knowledge-management/" class="u-text-p9 u-bg-gray-900 u-text-gray-100 u-px-xs u-py-2xs u-rounded-sm v--no-underline hover:u-bg-accent"><span itemprop="name">knowledge-management</span></a> <meta itemprop="position" content="2" /> </div> <div class="post-categories u-mb-lg" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem"> <h1 itemprop="name" class="post-title">The Do’s and Don’ts of Writing Knowledge Base Articles</h1> <meta itemprop="position" content="3" /> </div> </div> <div class="u-flex u-flex-wrap u-Mt-sm md:u-Mt-md u-mb-md u-text-p8 u-text-gray-700"><div class="u-flex u-items-center u-basis-12 md:u-basis-auto md:u-mr-lg u-mb-lg md:u-mb-0"> <div class="kb-blog-authors-info u-flex u-items-center"><div class="u-flex kb-blog-authors-info__avatars "> <a href="/blog/authors/tomasz-zietek/" class="kb-blog-authors-info__avatars__a"><img src="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_96,h_96,c_fill/https://chatbot-blog.labs.livechat.com/app/uploads/2022/08/tomasz-zietek.png" class="u-w-fit u-ml-0 u-round kb-blog-authors-info__avatars__img u-mr-sm" style="width: 48px;" width="48" alt="Tomasz Ziętek"></a href="/blog/authors/tomasz-zietek/" class="kb-blog-authors-info__avatars__a"></div><a href="/blog/authors/tomasz-zietek/" class="u-text-p8 kb-blog-authors-info__a">Tomasz Ziętek</a href="/blog/authors/tomasz-zietek/" class="u-text-p8 kb-blog-authors-info__a"></div> </div><div class="u-flex u-items-center u-mr-lg sm:u-mr-xl"> <img src="/blog/icons/time-to-read.svg" class="u-w-fit u-mr-xs u-ml-0 u--mt-3xs" alt="" width="20"> <span>8 min read</span> </div> <div class="u-flex u-items-center"> <img src="/blog/icons/calendar.svg" class="u-w-fit u-mr-xs u-ml-0 u--mt-3xs" alt="" width="20"> <span>Nov 23, 2022</span> </div> </div> </div> <img src="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_928,h_416,c_fill/https://kb-blog.labs.livechat.com/app/uploads/2022/11/The-Dos-and-Donts-of-Writing-Knowledge-Base-Articles.jpg" srcset="https://res.cloudinary.com/dn1j6dpd7/image/fetch/c_fill,f_auto,h_359,q_auto,w_800/https://kb-blog.labs.livechat.com/app/uploads/2022/11/The-Dos-and-Donts-of-Writing-Knowledge-Base-Articles.jpg 800w,https://res.cloudinary.com/dn1j6dpd7/image/fetch/c_fill,f_auto,h_646,q_auto,w_1440/https://kb-blog.labs.livechat.com/app/uploads/2022/11/The-Dos-and-Donts-of-Writing-Knowledge-Base-Articles.jpg 1440w,https://res.cloudinary.com/dn1j6dpd7/image/fetch/c_fill,f_auto,h_832,q_auto,w_1856/https://kb-blog.labs.livechat.com/app/uploads/2022/11/The-Dos-and-Donts-of-Writing-Knowledge-Base-Articles.jpg 1856w" sizes="(min-width: 1200px) 1856px, 100vw" alt="A man sitting at a desk with papers and a computer" width="928" height="416" class="post-featured-image"><div class="float-share u-hidden md:u-block"> <ul class="float-share__list"> <li class="float-share__list-item"> <a href="https://twitter.com/intent/tweet?text=The%20Do%e2%80%99s%20and%20Don%e2%80%99ts%20of%20Writing%20Knowledge%20Base%20Articles&via=chatbotcom&url=https://www.knowledgebase.com/blog/knowledge-base-article/" target="_blank" title="Post on Twitter" rel="nofollow noopener noreferrer" class="float-share__button kb-blog-hover" style="color: #4AA0EC;" data-controller="track" data-track-category="ChatBot Blog" data-track-action="Share" data-track-label="Twitter" data-action="track#send" > <svg width="19" height="15" viewBox="0 0 19 15" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M19 1.77c-.7.3-1.45.51-2.24.6a3.82 3.82 0 001.72-2.1A8 8 0 0116 1.2 3.94 3.94 0 0013.15 0a3.84 3.84 0 00-3.8 4.65A11.17 11.17 0 011.33.69a3.76 3.76 0 001.2 5.06 3.98 3.98 0 01-1.76-.48v.05A3.82 3.82 0 003.9 9.04a4.06 4.06 0 01-1.76.06c.5 1.5 1.94 2.6 3.64 2.63A7.96 7.96 0 010 13.3 11.25 11.25 0 005.97 15c7.17 0 11.1-5.77 11.1-10.78l-.02-.49A7.67 7.67 0 0019 1.77z" fill="#4AA0EC"/> </svg> </a> <div class="float-share__tooltip">Post on Twitter</div> </li> <li class="float-share__list-item"> <a href="https://www.facebook.com/sharer/?u=https://www.knowledgebase.com/blog/knowledge-base-article/" title="Share on Facebook" rel="nofollow noopener noreferrer" target="_blank" class="float-share__button" style="color: #4968AD;" data-controller="track" data-track-category="ChatBot Blog" data-track-action="Share" data-track-label="Facebook" data-action="track#send" > <svg width="20" height="20" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M8 0a8 8 0 011.25 15.9v-5.59h1.86L11.47 8H9.25V6.5c0-.63.31-1.25 1.3-1.25h1.01V3.28s-.91-.15-1.79-.15c-1.83 0-3.02 1.1-3.02 3.1V8H4.72v2.31h2.03v5.6A8 8 0 018 0z" fill="currentColor"></path> </svg> </a> <div class="float-share__tooltip">Share on Facebook</div> </li> <li class="float-share__list-item"> <a href="http://www.linkedin.com/shareArticle?mini=true&url=https://www.knowledgebase.com/blog/knowledge-base-article/" title="Post on LinkedIn" rel="nofollow noopener noreferrer" target="_blank" class="float-share__button" style="color: #0077B5;" data-controller="track" data-track-category="ChatBot Blog" data-track-action="Share" data-track-label="LinkedIn" data-action="track#send" > <svg width="17" height="16" viewBox="0 0 17 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M16.7 9.4v5.93h-3.45V9.8c0-1.4-.5-2.34-1.74-2.34-.95 0-1.51.64-1.76 1.26-.1.22-.12.53-.12.84v5.77H6.19s.05-9.37 0-10.34h3.44v1.46l-.02.04h.02v-.04c.46-.7 1.27-1.7 3.1-1.7 2.27 0 3.96 1.47 3.96 4.65zM2.6 0C1.4 0 .63.77.63 1.79c0 .99.75 1.79 1.9 1.79h.03c1.2 0 1.94-.8 1.94-1.8C4.5.79 3.77 0 2.6 0zM.84 15.33h3.44V5H.85v10.34z" fill="#0077B5"/> </svg> </a> <div class="float-share__tooltip">Post on LinkedIn</div> </li> <li class="float-share__list-item"> <a href="http://www.reddit.com/submit?url=https://www.knowledgebase.com/blog/knowledge-base-article/" title="Post on Reddit" rel="nofollow noopener noreferrer" target="_blank" class="float-share__button" style="color: #FF4500;" data-controller="track" data-track-category="ChatBot Blog" data-track-action="Share" data-track-label="Reddit" data-action="track#send" > <svg width="20" height="20" viewBox="0 0 18 18" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M18 9.26a9 9 0 10-18-.51 9 9 0 0018 .5zm-1.95-1.94c.06.62-.23 1.07-.7 1.43-.12.08-.16.15-.14.3a3.54 3.54 0 01-.9 2.91 6.2 6.2 0 01-3.44 1.93 8.1 8.1 0 01-2.81.13A7.3 7.3 0 015.02 13a4.61 4.61 0 01-1.87-2.06 3.44 3.44 0 01-.23-1.97c0-.08 0-.12-.07-.16-.4-.27-.7-.63-.78-1.12a1.52 1.52 0 011.87-1.77c.2.05.38.15.57.24l.2.1c.07.03.11.05.18 0a6.85 6.85 0 012.47-1.04c.5-.1 1-.18 1.5-.17.11 0 .13-.06.15-.13l.55-1.73.27-.86c.1-.3.24-.39.55-.32l.62.13 1.64.35c.1.02.15 0 .21-.07.64-.74 1.63-.4 1.95.17.4.7-.05 1.6-.87 1.73-.6.1-1.2-.29-1.35-.88-.04-.13-.1-.17-.21-.2l-1.24-.26-.5-.1-.1-.02-.05-.01-.22.66-.51 1.61.18.02.22.02c1.13.12 2.18.47 3.14 1.1.06.04.1.04.15-.01.52-.42 1.1-.5 1.7-.23.55.24.85.7.91 1.3zm-4.83 2.42c.5 0 .95-.45.95-.94a.96.96 0 00-.96-.97c-.5 0-.95.44-.94.93 0 .54.42.98.95.98zm.2 1.43c.1.1.13.25.02.38a1.9 1.9 0 01-.45.38c-.45.28-.96.42-1.48.47l-.3.02h-.1c-.85 0-1.58-.2-2.23-.65a.85.85 0 01-.2-.2c-.1-.14-.09-.3 0-.4.15-.14.34-.17.49-.08l.14.08c.16.1.3.19.47.25a3.17 3.17 0 003.1-.29l.08-.05c.14-.08.32-.05.46.1zM6.93 9.74c.48 0 .93-.46.93-.95a.98.98 0 00-.96-.96.97.97 0 00-.95.96c0 .52.44.95.98.95z" fill="#FF4500"/> </svg> </a> <div class="float-share__tooltip">Post on Reddit</div> </li> <li data-controller="copy-button" class="float-share__copy float-share__list-item"> <a href="#" class="float-share__button u-text-black" title="Copy link to clipboard" data-action="click->copy-button#copy track#send" data-controller="track" data-track-category="ChatBot Blog" data-track-action="Share" data-track-label="Copy link" > <svg fill="none" height="19" viewBox="0 0 19 19" width="19" xmlns="http://www.w3.org/2000/svg"> <path clip-rule="evenodd" d="M14.3.6C13 .6 12 1.2 11.2 2L7.9 5.4c.5-.6 2.4-.2 2.9.3l2-2c.4-.5 1-.8 1.6-.8.4 0 1 0 1.4.6.5.4.5 1 .5 1.3 0 .6-.2 1.2-.7 1.7L12.1 10c-.9.9-2.2 1-3 .2-.4-.5-1.2-.5-1.6 0-.5.4-.5 1.1 0 1.6.8.8 1.8 1.2 3 1.2 1 0 2.3-.5 3.2-1.4L17.2 8c1-1 1.4-2.1 1.4-3.3A4.2 4.2 0 0014.3.6zM8.8 6.3c-1.1 0-2.4.5-3.3 1.4L2 11.2c-.9.9-1.4 2-1.4 3.3A4.2 4.2 0 005 18.6c1.1 0 2.2-.5 3-1.4l3.4-3.3c-.5.5-2.5.2-3-.3l-2 2c-.4.4-1 .7-1.5.7-.4 0-1 0-1.5-.5-.4-.5-.5-1-.5-1.3 0-.6.3-1.2.7-1.7l3.6-3.5c.8-1 2.2-1 3-.2.4.4 1.1.4 1.6 0 .4-.4.4-1.2 0-1.6a4.1 4.1 0 00-3-1.2z" fill="#000" fill-rule="evenodd"/> </svg> </a> <div class="float-share__tooltip">Copy link to clipboard</div> <span class="float-share__copy__kb-blog u-text-p8" data-target="copy-button.success">Link copied to clipboard</span> <textarea data-target="copy-button.text" readonly class="c-copy-button__textarea u-maxw-1">https://www.knowledgebase.com/blog/knowledge-base-article/</textarea> </li> </ul> </div><p>If you work on a support team that uses a knowledge base, then creating, sharing, and updating help content is probably your bread and butter. A help article, in order to be effective, needs to tick a few boxes. After all, they are supposed to be a quick solution for customers in search of answers, and a time saver for your customer support team.</p> <p>Read on for the do's and don'ts of creating knowledge base articles that deliver fast solutions.</p> <h2 class="block-heading u-text-p4" ><strong>What is a knowledge base?</strong></h2> <p>A knowledge base is a collection of organized information and resources. The knowledge inside can range from product manuals, technical support articles, company policies, or FAQs, to onboarding materials, and help articles for customers.</p> <p>In most cases, you can set up a knowledge base using a knowledge base software which allows easy storage, organization, and the maintenance of knowledge.</p> <p>It’s particularly popular among online businesses with an online presence where three use cases dominate: </p> <ul> <li>Providing customers with self service support </li> <li>Improving the efficiency of a support team</li> <li>Organizing company knowledge</li> </ul> <p>All in all, a knowledge base software can greatly improve customer experience. On one hand, customers get a better experience, because they can find answers in a help center that's open day and night, so they don't have to experience all the hiccups connected to chatting with an agent. On the other hand, agents can provide customers with comprehensive solutions much faster as all the information is ready-made and close at hand.</p> <p>If you're looking for an easy way to organize and share your knowledge, try <a href="https://app.knowledgebase.ai/">KnowledgeBase</a>. You can use it to create a knowledge base, manage articles, and create both and external help center and <a href="https://kb-blog.labs.livechat.com/2022/12/12/internal-knowledge-base/">internal knowledge base</a>, making it easy for your customers and employees to find the information they need.</p> <figure class="block-image"><img src="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_736/https://kb-blog.labs.livechat.com/app/uploads/2022/11/What-is-a-knowledge-base.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_1472/https://kb-blog.labs.livechat.com/app/uploads/2022/11/What-is-a-knowledge-base.png 2x" alt="A homepage of the knowledge base from Spotify" width="1999" height="1362" loading="lazy"> </figure> <p>You can try it for free for 14 days.</p> <h2 class="block-heading u-text-p4" ><strong>What is a knowledge base article and what is it used for?</strong></h2> <p>A knowledge base article is a written document about a specific, business-related topic. It can be connected to a product, a service, a company policy, frequently asked questions, and any other topic worth wider attention.</p> <p>The purpose of an article is to provide an explanation. It should provide a reader with valuable information, solutions, or tips that fill a knowledge gap.</p> <h2 class="block-heading u-text-p4" ><strong>How to write a good knowledge base article?</strong></h2> <p>Once you have your knowledge base up and running, it is time to fill it up with knowledge. Writing a good knowledge base article is not rocket science, but you need to remember about a few things.</p> <p>Here are six tips for creating a great knowledge base article.</p> <h3 class="block-heading u-text-p5-bold" ><strong>Know what to write about</strong></h3> <p>Knowledge base articles only make sense only if someone reads them. Writing an article without researching the actual need for it is a waste of time, because it just won’t help anyone.</p> <p>To avoid such a waste of time, effort, and money, you can delve into the analytics inside your knowledge base software. Most of them usually have a section with top views and top missed queries. There you go. Missed queries are one of the surefire ways to get an idea of a topic that will be of help to your customers.</p> <h3 class="block-heading u-text-p5-bold" ><strong>Use a clear, concise writing style that is easy to understand</strong></h3> <p>When writing knowledge base articles, it's important to keep a concise style that is easy to understand. This means avoiding industry jargon or overly technical language which might be unfamiliar to a reader. It can only result in an unhappy customer. </p> <p>It’s best to stick to the ELI5-like explanations. Establish a clear tone of voice and stick to it throughout your all articles. This will keep your knowledge base consistent. </p> <h3 class="block-heading u-text-p5-bold" ><strong>Make your article readable and scannable </strong></h3> <p>People on the internet don’t read anymore. They scan. </p> <p>This is something you should always keep in mind when writing any content. This requires writers to design their text in a way that is easy to read, or rather scan.</p> <p>Break up your text with headings, images, videos, or lists. Including visuals can make the article more appealing and easy to scan, improving the overall customer experience.</p> <p>Avoid lengthy paragraphs. Keep them short and simple. Four or five sentences in a paragraph is fine, but more than this and a reader sees a wall of text. </p> <p>Consider including:</p> <ul> <li>Steps</li> <li>Sections with tips</li> <li>Colored boxes</li> <li>Images</li> <li>Videos</li> <li>GIFs </li> <li>Tables</li> <li>Bulleted or numbered lists</li> </ul> <p>When it comes to sentence readability, it’s best to use simple language and short sentences, so a reader can quickly get the gist.</p> <p>Such a reader-friendly article will help your customers solve their problems faster.</p> <h3 class="block-heading u-text-p5-bold" ><strong>Add related reads</strong></h3> <p>Help your readers get a better understanding of a topic by adding links to additional, extended reads. </p> <p>Don’t expect your reader to get acquainted with an entire subject in your article. They just need a quick solution. </p> <p>A good way out of this is to give your readers a choice and provide them with links to other relevant reads they might, or might not, find interesting. </p> <p><strong>Make sure your article is up-to-date</strong></p> <p>One important tip for creating a great knowledge base article is to make sure it is always accurate and up-to-date. This not only helps to provide the most useful information to customers, but also reflects well on your brand and customer support team.</p> <p>Regularly checking for new information related to the topic of the article will ensure that it remains accurate. You can set up a reminder to periodically review the article.</p> <h3 class="block-heading u-text-p5-bold" ><strong>Create a clickable table of contents </strong></h3> <p>If you’re writing something lengthier, you can still make it readable for a reader. To do so, you should create a clickable table of contents. </p> <p>Readers can easily navigate through your text and quickly jump to the part that interests them the most. They don’t have to scan through an entire text to find what they need.<br></p> <p>Creating such a table of contents actually also makes sense for shorter articles. It’s always easier to direct a reader to what they need. </p> <h3 class="block-heading u-text-p5-bold" ><strong>Proofread your work before publishing</strong></h3> <p>Last but not least, it's always important to double check your work before publishing. Ideally, you should have someone else have a look at your text. Some smart and handsome.</p> <p>This not only ensures your text is grammatically correct, but also helps to improve readability. Another pair of eyes might have additional suggestions for improvements, too.</p> <p>A refined article reflects positively on your company and improves overall customer satisfaction.</p> <div class="block-product-banner v--knowledgebase b--u-py-1.5 b--u-px-4 b--lg:u-px-8 b--xl:u-px-4"> <div class="md:u-flex u-items-center u-justify-between"> <div class="u-text-center md:u-text-left u-basis-7 b--u-py-1.5 b--md:u-pr-2"> <h3 class="b--u-text-xl b--u-mb-1.5">Put knowledge to work</h3> <p class="b--u-text-sm b--u-mb-1.5">Knowledge base software for lightning-fast customer support and effortless self-service.</p> <div class="sm:u-flex u-items-center sm:u-text-left"> <p class="b--u-text-2xs b--u-text-black-600 u-basis-5 b--u-my-1.5">Trusted by <strong>2,500+</strong> companies</p> <div class="b--sm:u-pl-3 u-basis-12"><img src="/blog/images/product-marketing/logos-knowledgebase.832e10d1f836ae94dd5bfeb12b6e1a2332edb4a18c4138d2340bf0298776465b.png" alt=""> </div> </div> </div> <div class="u-text-center u-basis-3 u-relative b--u-py-1.5"> <a href="https://accounts.livechat.com/signup?client_id=0671f59cf1c3015a511619de69373e47&redirect_uri=https%3A%2F%2Fapp.knowledgebase.ai&response_type=token" class="c-btn v--signup b--u-mb-1.5" data-controller="track signup" data-track-category="Signup" data-track-action="Signup Redirect" data-track-label="Discover KnowledgeBase" data-action="track#send">Discover KnowledgeBase</a> <div> <span class="u-mr-md u-inline-block b--u-text-sm"> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="8" class="u-mr-xs"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z" fill="currentColor"> </path> </svg> Free 14-day trial </span> </div> <svg class="block-product-banner__hand" fill="none" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 93 81"><path d="M36.4 36.8c1.2.4 6 1.2 8.4 1.5 5-.6 15.4-2 16.7-2.7 1.6-1 11-4.7 11.9-5.4.7-.6 1.1-1.2 1.8-.6.7.5 7.2 11.9 7.4 13.5.2 1.6-10.5 6.3-11.2 6.5-1 .3-14.3 5-15.1 5l-10.7-.4a479 479 0 0 1-14-2.5c-1.6-.4-5.1-2.5-6.5-2.8-1.3-.3-7.2-1.3-8-2-.7-.7-.3-2.5-1.1-3.5-1.2-1.4.3-2.2-.5-3.4-1-1.5.6-2.4-.3-3.7-.6-1 0-2 .5-2.3-.6 0-2.3-.6-3.7-2.4-1.8-2.3-.8-1.8 0-2.5.8-.6 6.4 2.3 9.1 3.5.6-.5 1.5-2.3 2.2-2.8 1-.6 3.5-.6 5 .2 1.3.6 2.3 3.1 2.6 4.5l5.5 2.3Z" fill="#FFD000"/><path d="M82.1 43.3s-6 4.5-13.4 7.9c0 0-7.2 2.8-11.5 3.7-4.3 1-11 1-20.3-.7-9.2-1.8-10.3-3.6-11.4-3.9l-8.3-1.7c-.8-.3-2.3-1.5-2.2-2.5l.2-1m7.4 2.3s-7.2-2.2-7.8-2.7c-.6-.5-1.6-2-.3-2.7m8.7 2.7s-7.4-2.5-8-2.9c-.7-.4-2.7-1.9-1-3.3m9.5 3.3L16.3 39c-1.2-.4-3.5-2-3-3.2.7-1.2 1.2-1 1.2-1m10 4.1s-8.8-3.8-10.2-4.2c-1.4-.4-4.6-2.3-4.5-3.2 0-1 .3-1.5 2.2-1.2 1.9.3 13.3 5.7 13.3 5.7m-5.5-2.8s1.5-2 1.8-2.2c.3-.2 2.8-2 4.7-.6 1.8 1.4 2.4 2.2 2.9 3.5l.5 1.6s3.6 1.8 5.5 2.3c1.8.5 7.1 1.4 10.6 1 3.5-.3 11.8-1.2 14.2-2.4 2.4-1.3 9.9-4.3 11.7-5.6 1.8-1.3 2.8-1.5 2.8-1.5m-49.2 4.1-1-.4" stroke="#1B1B20" stroke-width="2" stroke-linecap="round"/><path d="M84.4 48.9c-1.7 1.4-4.3-1.2-5.3-2.7l4.2-2.5c-2.3-5-6.7-12.4-8.6-15.2l-4 2c-.2-.3-1-1-.9-3.3.1-2.8 2.5-2 4 .1l.9 1.2c1.9 2.8 6.3 10.1 8.6 15.2 1 2.6 1.7 4.6 1 5.2Z" fill="#1B1B20"/><path d="m74.7 28.5-.8-1.2c-1.6-2-4-3-4-.1-.2 2.2.6 3 .8 3.2l4-2Zm0 0c1.9 2.8 6.3 10.1 8.6 15.2m0 0c1 2.6 1.7 4.6 1 5.2-1.6 1.4-4.2-1.2-5.2-2.7l4.2-2.5Z" stroke="#1B1B20" stroke-width="1.4"/></svg> </div> </div> </div> <h2 class="block-heading u-text-p4" ><strong>An example of a knowledge base article</strong></h2> <p>Let's have a look at this help article from Buffer.</p> <figure class="block-image"><img src="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_736/https://kb-blog.labs.livechat.com/app/uploads/2022/11/An-example-of-a-knowledge-base-article.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_1472/https://kb-blog.labs.livechat.com/app/uploads/2022/11/An-example-of-a-knowledge-base-article.png 2x" alt="A knowledge base article from Buffer about Editing your images" width="1898" height="1590" loading="lazy"> </figure> <p>Right from the beginning, we get a title, we see the author, and the date of publication, or the last update. It gives us an impression that Buffer keeps their knowledge base up to date.</p> <p>Then, there’s a short introduction that clearly explains what the article is about. </p> <p>Next, there’s a section for more advanced readers who might prefer editing with Canva and Pablo. Thanks to this section, we can jump to what we need without doing an additional search. </p> <p>After this section, we get a clickable table of contents which helps us navigate. It indicates what the article is about and lets us quickly move to the bit that interests us the most. </p> <figure class="block-image"><img src="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_736/https://kb-blog.labs.livechat.com/app/uploads/2022/11/An-example-of-a-knowledge-base-article-1.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_1472/https://kb-blog.labs.livechat.com/app/uploads/2022/11/An-example-of-a-knowledge-base-article-1.png 2x" alt="The middle part of the knowledge base article from Buffer about editing your images." width="1840" height="1992" loading="lazy"> </figure> <p>The gist of this help article is a step-by-step guide to editing photos in Buffer. Each step is highlighted with a blue design, so it’s easy to follow. `The instructions are brief and supplemented with an image we can zoom in. All of this favors good readability.</p> <p>The help article also contains notes that give broader explanations of particular functionalities, or a step. </p> <figure class="block-image"><img src="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_736/https://kb-blog.labs.livechat.com/app/uploads/2022/11/An-example-of-a-knowledge-base-article-2.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_1472/https://kb-blog.labs.livechat.com/app/uploads/2022/11/An-example-of-a-knowledge-base-article-2.png 2x" alt="Notes inside a knowledge base article from Buffer" width="1842" height="1134" loading="lazy"> </figure> <p>Buffer’s help articles are readable, informative, and well designed. Don’t hesitate to get inspired by their content. It’s a good example to follow.</p> <h2 class="block-heading u-text-p4" ><strong>How to promote your knowledge base articles?</strong></h2> <p>Publishing your help article is half the battle. </p> <p>Now you should make sure that your article is visible and used.</p> <h3 class="block-heading u-text-p5-bold" >Share it with your team</h3> <p>When it comes to promoting your internal knowledge base articles, make sure all necessary employees have access to the internal knowledge base. Consider reaching out to specific departments or teams that would benefit from an article and share it directly with them. </p> <h3 class="block-heading u-text-p5-bold" >Help your customers find what they need</h3> <p>When it comes to sharing your knowledge base articles with customers, there’s a few ways to do so.</p> <h4 class="block-heading u-text-p6-bold" >Social media</h4> <p>If your business is active on social media, make sure you publish a post that will promote the new publication in your help center.</p> <h4 class="block-heading u-text-p6-bold" >Email </h4> <p>You can send out a newsletter to your customer base and let them know about a new knowledge base article. </p> <h4 class="block-heading u-text-p6-bold" >Homepage of your knowledge base </h4> <p>Some knowledge bases have a separate “Recently added” section which is a great place to showcase newly released articles.</p> <h2 class="block-heading u-text-p4" ><strong>Are you looking for a knowledge base?</strong></h2> <p>Providing a self-service option for your customers helps to reduce the number of support requests. Your team can focus on more important tasks and doesn’t have to bother with the same questions over and over again.</p> <p>At the same time, a knowledge base with articles is faster than chatting with support agents. Your customers get instant answers and don’t have to worry about slow response times.</p> <p>Here you can have a look at how the editor inside KnowledgeBase works:</p> <figure class="block-youtube"> <div class="o-fluid-video"> <iframe width="560" height="315" src="https://www.youtube.com/embed/B1BFd3IqGV4?start=0" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe> </div></figure> <p>If you don’t already use a knowledge base as part of your customer support strategy, it’s good to consider it now. Check out our <a href="https://app.knowledgebase.ai/">KnowledgeBase</a> free trial and see how easy it is to build your knowledge base and write better knowledge base articles.</p> <figure class="block-youtube"> <div class="o-fluid-video"> <iframe width="560" height="315" src="https://www.youtube.com/embed/bfYqgugbVHQ?start=0" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe> </div></figure> <p></p> </article> <div class="post-grid u-Mb-xl"><section> <h2 class="u-text-p3 u-Mt-lg u-text-center">Share it with the world</h2> <ul class="post-share"> <li> <a href="https://twitter.com/intent/tweet?text=The%20Do%e2%80%99s%20and%20Don%e2%80%99ts%20of%20Writing%20Knowledge%20Base%20Articles&via=Success__Team&url=https://www.knowledgebase.com/blog/knowledge-base-article/" target="_blank" rel="nofollow noopener noreferrer" class="post-share__button kb-blog-hover" style="color: #4AA0EC;" data-controller="track" data-track-category="ChatBot Blog" data-track-action="Share" data-track-label="Twitter" data-action="track#send" > <svg width="19" height="15" viewBox="0 0 19 15" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M19 1.77c-.7.3-1.45.51-2.24.6a3.82 3.82 0 001.72-2.1A8 8 0 0116 1.2 3.94 3.94 0 0013.15 0a3.84 3.84 0 00-3.8 4.65A11.17 11.17 0 011.33.69a3.76 3.76 0 001.2 5.06 3.98 3.98 0 01-1.76-.48v.05A3.82 3.82 0 003.9 9.04a4.06 4.06 0 01-1.76.06c.5 1.5 1.94 2.6 3.64 2.63A7.96 7.96 0 010 13.3 11.25 11.25 0 005.97 15c7.17 0 11.1-5.77 11.1-10.78l-.02-.49A7.67 7.67 0 0019 1.77z" fill="#4AA0EC"/> </svg> Tweet </a> </li> <li> <a href="https://www.facebook.com/sharer/?u=https://www.knowledgebase.com/blog/knowledge-base-article/" rel="nofollow noopener noreferrer" target="_blank" class="post-share__button" style="color: #4968AD;" data-controller="track" data-track-category="ChatBot Blog" data-track-action="Share" data-track-label="Facebook" data-action="track#send" > <svg width="8" height="16" viewBox="0 0 8 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M7.7 0H5.78C3.62 0 2.23 1.55 2.23 3.94v1.81H.3c-.16 0-.3.15-.3.33v2.63c0 .18.14.33.3.33h1.93v6.63c0 .18.14.33.3.33h2.52c.17 0 .3-.15.3-.33V9.04h2.26c.16 0 .3-.15.3-.33V6.08a.34.34 0 00-.09-.23.3.3 0 00-.21-.1H5.35V4.21c0-.74.16-1.11 1.06-1.11H7.7c.17 0 .3-.15.3-.33V.33C8 .15 7.87 0 7.7 0z" fill="#4968AD"/> </svg> Share </a> </li> <li> <a href="http://www.linkedin.com/shareArticle?mini=true&url=https://www.knowledgebase.com/blog/knowledge-base-article/" rel="nofollow noopener noreferrer" target="_blank" class="post-share__button" style="color: #0077B5;" data-controller="track" data-track-category="ChatBot Blog" data-track-action="Share" data-track-label="LinkedIn" data-action="track#send" > <svg width="17" height="16" viewBox="0 0 17 16" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M16.7 9.4v5.93h-3.45V9.8c0-1.4-.5-2.34-1.74-2.34-.95 0-1.51.64-1.76 1.26-.1.22-.12.53-.12.84v5.77H6.19s.05-9.37 0-10.34h3.44v1.46l-.02.04h.02v-.04c.46-.7 1.27-1.7 3.1-1.7 2.27 0 3.96 1.47 3.96 4.65zM2.6 0C1.4 0 .63.77.63 1.79c0 .99.75 1.79 1.9 1.79h.03c1.2 0 1.94-.8 1.94-1.8C4.5.79 3.77 0 2.6 0zM.84 15.33h3.44V5H.85v10.34z" fill="#0077B5"/> </svg> Post </a> </li> <li> <a href="http://www.reddit.com/submit?url=https://www.knowledgebase.com/blog/knowledge-base-article/" rel="nofollow noopener noreferrer" target="_blank" class="post-share__button" style="color: #FF4500;" data-controller="track" data-track-category="ChatBot Blog" data-track-action="Share" data-track-label="Reddit" data-action="track#send" > <svg width="20" height="20" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M21.4 9.76c.08.82-.3 1.43-.94 1.9-.15.12-.2.21-.17.41a4.72 4.72 0 01-1.2 3.88 8.26 8.26 0 01-4.6 2.56c-1.23.28-2.48.34-3.74.18a9.73 9.73 0 01-4.05-1.35 6.16 6.16 0 01-2.5-2.76 4.59 4.59 0 01-.31-2.62c.02-.1 0-.16-.1-.21a2.18 2.18 0 01-1.02-1.5A2.03 2.03 0 015.25 7.9c.36.1.7.3 1.04.46.09.03.14.06.23 0 1-.69 2.11-1.14 3.3-1.39a9.35 9.35 0 012-.23c.14 0 .17-.07.2-.17L13.1 3.1c.12-.4.32-.52.74-.43l3 .64c.13.03.2 0 .29-.1.85-.98 2.17-.53 2.6.23.53.94-.07 2.13-1.17 2.3-.8.13-1.58-.37-1.8-1.17-.04-.17-.12-.22-.28-.25l-2.32-.5-.2-.03L13 6.83l.53.05c1.51.15 2.92.62 4.19 1.46.08.06.13.05.2-.01a2.04 2.04 0 012.26-.3 2 2 0 011.22 1.73zm-6.44 3.23c.67 0 1.26-.6 1.26-1.26 0-.71-.58-1.3-1.27-1.29-.68 0-1.26.58-1.26 1.24 0 .72.57 1.3 1.27 1.3zm.3 2.41c.14-.17.1-.37-.03-.5-.19-.19-.43-.24-.61-.13l-.22.14c-1.29.78-2.63.9-4.02.32-.29-.11-.55-.3-.82-.45-.2-.11-.45-.07-.64.12-.13.13-.14.35-.02.53.07.1.17.19.27.26a5.1 5.1 0 002.98.88l.53-.04a4.6 4.6 0 001.98-.62c.22-.13.43-.31.6-.51zm-6.02-2.41c.63 0 1.24-.62 1.23-1.27 0-.7-.58-1.28-1.28-1.28-.68 0-1.26.59-1.26 1.28 0 .7.6 1.27 1.31 1.27z" fill="#fff"/> <path fill-rule="evenodd" clip-rule="evenodd" d="M24 12.34a12 12 0 10-24-.68 12 12 0 0024 .68zm-2.6-2.58c.08.82-.3 1.43-.94 1.9-.16.12-.2.21-.18.41a4.72 4.72 0 01-1.2 3.88 8.26 8.26 0 01-4.58 2.56c-1.24.28-2.5.34-3.75.18a9.73 9.73 0 01-4.06-1.35 6.15 6.15 0 01-2.5-2.76 4.58 4.58 0 01-.3-2.62c.01-.1 0-.15-.1-.21a2.17 2.17 0 01-1.02-1.5A2.03 2.03 0 015.25 7.9c.26.07.51.2.76.32l.28.14c.08.03.14.06.23 0 1-.69 2.11-1.14 3.3-1.39a9.44 9.44 0 012-.23c.14 0 .17-.07.2-.17l.72-2.3.36-1.15c.13-.4.33-.52.75-.43l.81.17 2.2.47c.12.03.2 0 .28-.1.85-.98 2.17-.53 2.6.23.53.94-.07 2.13-1.17 2.3-.8.13-1.59-.37-1.8-1.17-.04-.17-.12-.22-.28-.25l-1.65-.35-.67-.15-.13-.02-.07-.01-.28.88-.7 2.15.25.02.29.03c1.51.16 2.91.63 4.19 1.46.08.06.13.05.2 0a2.04 2.04 0 012.26-.32c.74.33 1.15.93 1.22 1.74zm-6.44 3.23c.67 0 1.27-.6 1.26-1.26 0-.71-.57-1.29-1.27-1.29-.68 0-1.26.58-1.26 1.24 0 .72.57 1.31 1.27 1.3zm.27 1.9c.13.14.17.34.02.5-.17.2-.37.39-.6.52a4.6 4.6 0 01-1.97.62l-.4.03h-.13a5.09 5.09 0 01-2.98-.87c-.1-.07-.2-.16-.27-.27-.13-.17-.11-.4.02-.52.19-.2.44-.23.64-.12l.2.12a4.23 4.23 0 004.75-.06l.1-.07c.2-.11.43-.06.62.13zM9.24 13c.63 0 1.24-.62 1.24-1.27 0-.7-.6-1.28-1.29-1.28-.68 0-1.26.59-1.26 1.28 0 .7.6 1.27 1.31 1.27z" fill="#FF4500"/> </svg> Share </a> </li> <li data-controller="copy-button"> <a href="#" class="post-share__button u-text-black" data-action="click->copy-button#copy track#send" data-controller="track" data-track-category="ChatBot Blog" data-track-action="Share" data-track-label="Copy link" > <svg width="20" height="20" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"> <mask id="a" maskUnits="userSpaceOnUse" x="3" y="2" width="18" height="20"> <path fill-rule="evenodd" clip-rule="evenodd" d="M15.73 2H4.82C3.82 2 3 2.82 3 3.82v12.73h1.82V3.82h10.9V2zm-.91 3.64l5.45 5.45v9.1c0 1-.82 1.81-1.82 1.81h-10c-1 0-1.81-.82-1.81-1.82V7.45c0-1 .81-1.81 1.81-1.81h6.37zM18.9 12h-5V7l5 5z" fill="#fff"/> </mask> <g mask="url(#a)"> <path fill-rule="evenodd" clip-rule="evenodd" d="M0 0h24v24H0V0z" fill="#1B1B20"/> </g> </svg> <span>Copy link</span> </a> <span class="post-share__copy__kb-blog u-text-p8" data-target="copy-button.success">Link copied to clipboard</span> <textarea data-target="copy-button.text" readonly class="c-copy-button__textarea u-maxw-1">https://www.knowledgebase.com/blog/knowledge-base-article/</textarea> </li> </ul> </section></div> <div class="u-bg-gray-900 u-Py-sm md:u-P-lg"> <div class="o-container"> <section class="u-Mb-xl kb-blog-related"> <h3 class="u-text-p4 u-Mb-lg">Related articles</h3> <div class="kb-blog-related__posts"><article class="u-rounded u-bg-white kb-blog-related__post v--only-2-mobile kb-blog-hover kb-blog-link-overlay"><div class="kb-blog-featured-image-holder u-mx-auto"><img src="https://res.cloudinary.com/dn1j6dpd7/image/fetch/c_fill,f_auto,h_190,q_auto,w_352/https://kb-blog.labs.livechat.com/app/uploads/2022/12/10-Benefits-of-Knowledge-Base-Beyond-Customer-Service.jpg" srcset="https://res.cloudinary.com/dn1j6dpd7/image/fetch/c_fill,f_auto,h_380,q_auto,w_704/https://kb-blog.labs.livechat.com/app/uploads/2022/12/10-Benefits-of-Knowledge-Base-Beyond-Customer-Service.jpg 2x" alt="a customer support agent in front of a computer" class="kb-blog-featured-image"> </div><div class="u-Px-sm u-pb-md"> <div class="u--mt-sm u-mb-md u-relative" style="min-height: 24px;"><span class="u-inline-block u-rounded-sm u-bg-gray-900 u-px-2xs u-pt-3xs u-text-p9 u-text-black u-mr-sm">knowledge-management</span></div> <p class="u-text-p9 u-mb-sm"> <span class="u-mr-2xs">10 min read</span> | <span class="u-mx-2xs">Dec 06</span> | <span class="u-ml-2xs">Tomasz Ziętek</span> </p> <h4 class="u-text-p6-bold u-mb-lg"><a href="/blog/benefits-of-knowledge-base/" class="kb-blog-link-overlay__a u-text-black v--no-underline">10 Benefits of Knowledge Base Beyond Customer Service</a></h4> <p class="u-text-p8 u-mb-lg">A knowledge base is one of the most underrated tools not only in customer support but also... <span class="u-text-p8-bold u-text-primary u-inline-block">read more</span></p> </div> </article> <article class="u-rounded u-bg-white kb-blog-related__post v--only-2-mobile kb-blog-hover kb-blog-link-overlay"><div class="kb-blog-featured-image-holder u-mx-auto"><img src="https://res.cloudinary.com/dn1j6dpd7/image/fetch/c_fill,f_auto,h_190,q_auto,w_352/https://kb-blog.labs.livechat.com/app/uploads/2022/09/Building-a-Knowledge-Base-in-2022-.jpg" srcset="https://res.cloudinary.com/dn1j6dpd7/image/fetch/c_fill,f_auto,h_380,q_auto,w_704/https://kb-blog.labs.livechat.com/app/uploads/2022/09/Building-a-Knowledge-Base-in-2022-.jpg 2x" alt="A man sitting at a laptop, browsing" class="kb-blog-featured-image"> </div><div class="u-Px-sm u-pb-md"> <div class="u--mt-sm u-mb-md u-relative" style="min-height: 24px;"><span class="u-inline-block u-rounded-sm u-bg-gray-900 u-px-2xs u-pt-3xs u-text-p9 u-text-black u-mr-sm">knowledge-management</span></div> <p class="u-text-p9 u-mb-sm"> <span class="u-mr-2xs">14 min read</span> | <span class="u-mx-2xs">Sep 23</span> | <span class="u-ml-2xs">Tomasz Ziętek</span> </p> <h4 class="u-text-p6-bold u-mb-lg"><a href="/blog/building-a-knowledge-base/" class="kb-blog-link-overlay__a u-text-black v--no-underline">Building a Knowledge Base in 2023</a></h4> <p class="u-text-p8 u-mb-lg">If you already have the idea of building a knowledge base, you’re halfway there. In this... <span class="u-text-p8-bold u-text-primary u-inline-block">read more</span></p> </div> </article> <article class="u-rounded u-bg-white kb-blog-related__post v--only-2-mobile kb-blog-hover kb-blog-link-overlay"><div class="u-Px-sm u-pb-md"> <div class="u-mt-xl u-mb-md u-relative" style="min-height: 24px;"><span class="u-inline-block u-rounded-sm u-bg-gray-900 u-px-2xs u-pt-3xs u-text-p9 u-text-black u-mr-sm">knowledge-management</span></div> <p class="u-text-p9 u-mb-sm"> <span class="u-mr-2xs">9 min read</span> | <span class="u-mx-2xs">Jul 07</span> | <span class="u-ml-2xs">Piotr Borkowicz and Tomasz Ziętek</span> </p> <h4 class="u-text-p6-bold u-mb-lg"><a href="/blog/best-knowledge-base-examples/" class="kb-blog-link-overlay__a u-text-black v--no-underline">[2023] 12 Best Knowledge Base Examples</a></h4> <p class="u-text-p8 u-mb-lg">Back in the day, when customer support teams had to rely on physical binders and folders... <span class="u-text-p8-bold u-text-primary u-inline-block">read more</span></p> </div> </article> </div> </section> </div> </div> <script type="text/javascript"> window.__be = window.__be || {}; window.__be.id = "5f7dba7c69a22b0007654427"; (function() { var be = document.createElement('script'); be.type = 'text/javascript'; be.async = true; be.src = ('https:' == document.location.protocol ? 'https://' : 'http://') + 'cdn.chatbot.com/widget/plugin.js'; var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(be, s); })(); </script> <section class="u-bg-black u-text-white o-wrapper-xy"> <div class="o-container u-relative u-Py-lg md:u-Py-xl"> <div role="presentation" class="o-decor"> <img src="/blog/images/blob-prefooter-left.svg" alt="" width="173" height="311" loading="lazy" class="u-hidden md:u-block o-decor__item u-w-auto v--under v--left u-Mt-xl" style="width: 173px;"> <img src="/blog/images/blob-prefooter-right.svg" alt="" width="190" height="342" loading="lazy" class="u-hidden md:u-block o-decor__item u-w-auto u-w-auto v--under v--right u-Mt-xl" style="width: 190px;"> </div> <div class="u-relative"> <p class="u-maxw-9 u-mx-auto u-text-center u-text-p2 u-mb-lg u-mb-lg">Help your customers and support teams at the same time</p> <p class="u-maxw-9 u-mx-auto u-text-center u-text-p5 u-Mb-sm md:u-Mb-md">Empower your support team with an internal knowledge base and a 24/7 customer self-service center.</p> <form action="https://app.knowledgebase.ai/?source_id=prefooter_signup&source_type=website&source_url=https://www.knowledgebase.com/blog/canned-response/" method="GET" data-controller="track signup" data-track-category="Signup" data-track-action="Signup Redirect" data-track-label="prefooter" data-action="track#send" > <div class="u-maxw-7 u-mx-auto u-flex u-flex-col sm:u-flex-row u-mb-lg"> <input type="email" name="email" class="u-mr-xs u-mb-xs sm:u-mb-0" style="min-width: 14rem; height:58px;" placeholder="Enter your email" aria-label="Business Email" required> <button type="submit" class="c-btn v--signup" style="height:58px;">Sign up free</button> </div> </form> <p class="u-mb-md u-mb-0 u-text-p6 u-text-center"> <span class="u-mr-md u-inline-block u-pb-0"> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="8" class="u-mr-xs"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z" fill="currentColor"> </path> </svg> Free 14-day trial </span> <span class="u-mr-md u-inline-block u-pb-0"> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="8" class="u-mr-xs"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z" fill="currentColor"> </path> </svg> No credit card required </span> <span class="u-mr-md u-inline-block u-pb-0" data-target="logged-in.hide"> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="8" class="u-mr-xs"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z" fill="currentColor"> </path> </svg> 24/7 support </span> </p> </div> </div> </section> <section class="u-bg-gray-900 u-Py-lg u-border-t u-border-gray-800"> <div class="o-container u-maxw-10 u-mx-auto"> <h2 class="u-text-center u-Mb-md u-text-p5">Discover our <span class="u-text-p5-bold">Text</span> products</h2> <div class="o-columns v--three v--responsive"> <a href="https://www.livechat.com/?utm_source=knowledgebase.ai&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" rel="noopener" class="u-flex u-items-center c-link v--reset"> <div class="u-Mr-xs"> <svg width="72" height="72" fill="none" xmlns="http://www.w3.org/2000/svg"><g filter="url(#filter0_dd)"><rect x="4" y="3" width="64" height="64" rx="10" fill="#fff"/></g><path d="M51.8 39a7.6 7.6 0 01-7.6 6.8H40L32 51v-5.2l8-5.2h4.2a2.3 2.3 0 002.4-2c.2-4 .2-8 0-12a2.2 2.2 0 00-2.2-2.1 138.7 138.7 0 00-16.9 0 2.2 2.2 0 00-2 2c-.4 4-.4 8-.2 12a2.4 2.4 0 002.5 2.1H32v5.2h-4.2a7.5 7.5 0 01-7.6-6.9c-.3-4.2-.3-8.5 0-12.8a7.4 7.4 0 017-6.8 124.8 124.8 0 0117.6 0 7.4 7.4 0 017 6.8c.2 4.3.2 8.6 0 12.8z" fill="#FF5100"/><defs><filter id="filter0_dd" x="0" y="0" width="72" height="72" filterUnits="userSpaceOnUse" color-interpolation-filters="sRGB"><feFlood flood-opacity="0" result="BackgroundImageFix"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset dy="1"/><feGaussianBlur stdDeviation="2"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="BackgroundImageFix" result="effect1_dropShadow"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset/><feGaussianBlur stdDeviation="1"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="effect1_dropShadow" result="effect2_dropShadow"/><feBlend in="SourceGraphic" in2="effect2_dropShadow" result="shape"/></filter></defs></svg> </div> <p class="u-text-p7 u-mb-0"><span class="u-text-p7-bold">LiveChat</span> <br>Connect with customers</p> </a> <a href="https://www.chatbot.com/?utm_source=knowledgebase.ai&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" rel="noopener" class="u-flex u-items-center c-link v--reset"> <div class="u-Mr-xs"> <svg width="72" height="72" fill="none" xmlns="http://www.w3.org/2000/svg"><g filter="url(#filter0_dd1)"><rect x="4" y="3" width="64" height="64" rx="10" fill="#fff"/></g><path d="M43.6 31.6v3a1.1 1.1 0 01-.6 1.1c-2.2 1-4.6 1.6-7 1.7-2.4 0-4.8-.6-7-1.7a1.1 1.1 0 01-.6-1v-3.1a.9.9 0 011.2-.8c2 .9 4.2 1.3 6.4 1.4 2.2 0 4.3-.5 6.4-1.4a.9.9 0 011.2.8z" fill="#06F"/><path d="M51.8 38.9a7.6 7.6 0 01-7.6 6.9H40L32 51v-5.2l8-5.2h4.2a2.4 2.4 0 002.4-2.1c.3-4 .2-8 0-12a2.2 2.2 0 00-2.1-2 138.9 138.9 0 00-17 0 2.2 2.2 0 00-2 2c-.4 4-.4 8-.1 12a2.4 2.4 0 002.4 2.1H32v5.2h-4.2a7.6 7.6 0 01-7.6-7 96 96 0 010-12.7 7.4 7.4 0 017-6.8 125 125 0 0117.6 0 7.4 7.4 0 017 6.8 96 96 0 010 12.8z" fill="#06F"/><defs><filter id="filter0_dd1" x="0" y="0" width="72" height="72" filterUnits="userSpaceOnUse" color-interpolation-filters="sRGB"><feFlood flood-opacity="0" result="BackgroundImageFix"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset dy="1"/><feGaussianBlur stdDeviation="2"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="BackgroundImageFix" result="effect1_dropShadow"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset/><feGaussianBlur stdDeviation="1"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="effect1_dropShadow" result="effect2_dropShadow"/><feBlend in="SourceGraphic" in2="effect2_dropShadow" result="shape"/></filter></defs></svg> </div> <p class="u-text-p7 u-mb-0"><span class="u-text-p7-bold">ChatBot</span> <br>Automate customer service with AI</p> </a> <a href="https://www.helpdesk.com/?utm_source=knowledgebase.ai&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" rel="noopener" class="u-flex u-items-center c-link v--reset"> <div class="u-Mr-xs"> <svg width="72" height="72" fill="none" xmlns="http://www.w3.org/2000/svg"><g filter="url(#filter0_dd2)"><rect x="4" y="3" width="64" height="64" rx="10" fill="#fff"/></g><path d="M36 33.3l8.1-7.1H36c-2.9 0-5.8.1-8.5.3a2.2 2.2 0 00-2 2c-.2 1.7-.3 3.8-.3 6v1c0 2.2 0 4.3.2 6a2.2 2.2 0 002.1 2c5.7.4 11.3.4 17 0a2.2 2.2 0 002-2c.2-1.6.3-3.6.3-5.6l5.2-4.5v4.5l-.2 6a7.4 7.4 0 01-7 6.8 118.6 118.6 0 01-17.7 0 7.4 7.4 0 01-6.9-6.8 83 83 0 01-.2-6.3v-1.2l.2-6.3a7.4 7.4 0 017-6.8C30 21.1 33 21 36 21h16v5.2L36 40.1l-7.5-6.5 4-3.4 3.5 3z" fill="#2FC774"/><defs><filter id="filter0_dd2" x="0" y="0" width="72" height="72" filterUnits="userSpaceOnUse" color-interpolation-filters="sRGB"><feFlood flood-opacity="0" result="BackgroundImageFix"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset dy="1"/><feGaussianBlur stdDeviation="2"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="BackgroundImageFix" result="effect1_dropShadow"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset/><feGaussianBlur stdDeviation="1"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="effect1_dropShadow" result="effect2_dropShadow"/><feBlend in="SourceGraphic" in2="effect2_dropShadow" result="shape"/></filter></defs></svg> </div> <p class="u-text-p7 u-mb-0"><span class="u-text-p7-bold">HelpDesk</span> <br>Support customers with tickets</p> </a> </div> </div> </section> <footer class="u-bg-gray-100 u-text-white"> <div class="u-border-b u-border-t b--u-pt-8 u-border-gray-200"> <div class="o-container-xl"> <nav class="u-flex u-flex-wrap b--u-mb-4 u-items-start"> <div class="u-flex-1 u-basis-12 md:u-basis-4 lg:u-basis-3 b--u-mb-3 u-flex md:u-block u-items-center"> <div> <a href="/" class="u-maxw-3 u-block b--u-mb-2"> <img src="/blog/images/logo-dark-mode.svg" alt="KnowledgeBase logo" class="b--sm:u-pr-4" width="214"> </a> <p class="u-text-sm b--sm:u-pr-4">Guide and educate customers</p> </div> </div> <div class="u-flex u-flex-wrap u-flex-1 u-basis-12 md:u-basis-8 xl:u-basis-9"> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3 b--u-pr-4"> <p class="u-text-xs u-text-bold b--u-mb-2">Product</p> <ul class="u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://app.knowledgebase.ai/?source_id=footer_product_signup&source_type=website&source_url=https://www.knowledgebase.com/blog/canned-response/" target="_blank" rel="noopener" class="u-text-xs c-link v--reset u-block" data-controller="track signup" data-track-category="Signup" data-track-action="Signup Redirect" data-track-label="Footer - Product: Free Trial" data-action="track#send" > Free Trial </a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/r/pricing/" class="u-text-xs c-link v--reset u-block" >Pricing</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/features/" class="u-text-xs c-link v--reset u-block" >Features</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/features/#knowledge-management" class="u-text-xs c-link v--reset u-block" >Knowledge Management</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/features/#knowledge-visualization" class="u-text-xs c-link v--reset u-block" >Knowledge Visualisation</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/features/#reporting" class="u-text-xs c-link v--reset u-block" >Reporting</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/integrations/livechat/" class="u-text-xs c-link v--reset u-block" >LiveChat Integration</a> </li> </ul> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3 b--u-pr-4"> <p class="u-text-xs u-text-bold b--u-mb-2">Solutions</p> <ul class="u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customer-support-knowledge-base/" class="u-text-xs c-link v--reset u-block" >For Support Teams</a> </li> </ul> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3 b--u-pr-4"> <p class="u-text-xs u-text-bold b--u-mb-2">Resources</p> <ul class="u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/help/" class="u-text-xs c-link v--reset u-block" >Help Center</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://www.text.com/press/?utm_source=knowledgebase.com&utm_medium=referral&utm_campaign=footer" class="u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Press</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/blog/" class="u-text-xs c-link v--reset u-block" >Blog</a> </li> </ul> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3 b--u-pr-4"> <p class="u-text-xs u-text-bold b--u-mb-2">Text Company</p> <ul class="u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://text.com/?utm_source=knowledgebase.com&utm_medium=referral&utm_content=footer" class="u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">About <span class='b--u-text-bold'>Text</span></a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://www.text.com/careers/?utm_source=knowledgebase.com&utm_medium=referral&utm_campaign=footer" class="u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Careers</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="javascript:LC_API.open_chat_window();" class="u-text-xs c-link v--reset u-block" >Chat With Us</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://incubator.text.com/?utm_source=knowledgebase.com&utm_medium=referral&utm_content=footer" class="u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Text Incubator</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/legal/" class="u-text-xs c-link v--reset u-block" >Legal</a> </li> </ul> </div> </div> </nav> <div class="u-flex sm:u-items-center lg:u-justify-between u-flex-col lg:u-flex-row b--u-mb-6 b--md:u-mb-12 b--lg:u-mb-8"> <div> <div class="u-hidden md:u-flex u-items-center u-flex-col md:u-flex-row b--u-mb-4 lg:u-mb-0"> <p class="u-text-sm b--u-text-bold b--u-mb-3 b--md:u-mb-0.25 b--u-mr-4">Start your free trial</p> <div class="u-hidden md:u-block u-mb-4 lg:u-mb-0"> <a href="https://app.knowledgebase.ai/?source_id=footer_signup&source_type=website&source_url=https://www.knowledgebase.com/blog/canned-response/" class="c-btn v--sm v--signup" data-controller="track signup" data-track-category="Signup" data-track-action="Signup Redirect" data-track-label="footer" data-action="track#send" >Sign up free</a> </div> <div class="md:u-hidden u-flex u-items-center u-mb-6 md:u-mb-0"> <a href="https://app.knowledgebase.ai/?source_id=footer_mobile_signup&source_type=website&source_url=https://www.knowledgebase.com/blog/canned-response/" class="c-btn v--signup u-w-full u-maxw-3 u-mx-auto" data-controller="track signup" data-track-category="Signup" data-track-action="Signup Redirect" data-track-label="footer_mobile" data-action="track#send" >Sign up free</a> </div> </div> </div> <div class="u-maxw-5 u-mx-auto lg:u-mr-0"> <div class="b--o-grid b--o-grid--gap-6 b--md:o-grid--gap-4 b--o-grid--4 b--sm:o-grid--8"> <a href="https://twitter.com/KnowledgeBaseAI" class="u-text-white hover:u-text-gray-800" ><svg width="24" height="20" xmlns="http://www.w3.org/2000/svg"><path d="M21.2 3A5 5 0 0 0 23.3.5c-1 .5-2 1-3 1.2A5 5 0 0 0 11.7 6 14 14 0 0 1 1.7 1a4.9 4.9 0 0 0 1.5 6.6c-.8 0-1.6-.3-2.2-.6a5 5 0 0 0 4 4.8 5 5 0 0 1-2.3.1 5 5 0 0 0 4.6 3.5 9.9 9.9 0 0 1-7.3 2A14 14 0 0 0 21.5 4.9 10 10 0 0 0 24 2.3c-.9.4-1.8.7-2.8.8z" fill="currentColor" fill-rule="evenodd"/></svg> </a> <a href="https://www.linkedin.com/showcase/knowledgebaseai/" class="u-text-white hover:u-text-gray-800" ><svg width="24" height="24" xmlns="http://www.w3.org/2000/svg"><path d="M20.45 20.45H16.9v-5.57c0-1.33-.02-3.04-1.85-3.04-1.85 0-2.13 1.45-2.13 2.95v5.66H9.35V9h3.41v1.56h.05a3.74 3.74 0 0 1 3.37-1.85c3.6 0 4.27 2.37 4.27 5.46v6.28zM5.34 7.43a2.06 2.06 0 1 1 0-4.13 2.06 2.06 0 0 1 0 4.13zM3.55 20.45h3.57V9H3.55v11.45zM22.22 0H1.77C.79 0 0 .77 0 1.73v20.54C0 23.22.8 24 1.77 24h20.45c.98 0 1.78-.78 1.78-1.73V1.73C24 .77 23.2 0 22.22 0z" fill="currentColor" fill-rule="evenodd"/></svg> </a> <a href="https://www.facebook.com/knowledgebaseapp/" class="u-text-white hover:u-text-gray-800" ><svg width="24" height="24" xmlns="http://www.w3.org/2000/svg"><path d="M22.7 0H1.3C.6 0 0 .6 0 1.3v21.4c0 .7.6 1.3 1.3 1.3h11.5v-9.3H9.7v-3.6h3.1V8.4c0-3 2-4.8 4.7-4.8 1 0 1.8 0 2.8.2V7h-2c-1.4 0-1.7.7-1.7 1.8V11h3.6l-.5 3.6h-3.1V24h6c.8 0 1.4-.6 1.4-1.3V1.3c0-.7-.6-1.3-1.3-1.3z" fill="currentColor" fill-rule="evenodd"/></svg> </a> <a href="https://www.youtube.com/livechat?sub_confirmation=1" class="u-text-white hover:u-text-gray-800" ><svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg" id="icon-youtube" aria-labelledby="icon-youtube-title"> <title id="icon-youtube-title">YouTube</title> <path fill-rule="evenodd" clip-rule="evenodd" d="M9.5 15.6V8.8l6.5 3.4-6.5 3.4Zm14.3-8s-.3-1.6-1-2.3c-1-1-2-1-2.4-1C17 4 12 4 12 4s-5 0-8.4.2c-.5.1-1.5.1-2.4 1-.7.8-1 2.5-1 2.5L0 11.5v1.9c0 2 .2 3.9.2 3.9s.3 1.6 1 2.4c1 1 2.1.9 2.6 1 2 .2 8.2.2 8.2.2s5 0 8.4-.2c.5 0 1.5 0 2.4-1 .7-.8 1-2.4 1-2.4l.2-4v-1.8l-.2-3.8Z" fill="currentColor"/> </svg></a> <a href="https://www.instagram.com/livechat/" class="u-text-white hover:u-text-gray-800" ><svg width="24" height="24" xmlns="http://www.w3.org/2000/svg"><path d="M12 0c3.26 0 3.67.01 4.95.07a8.8 8.8 0 0 1 2.91.56c.79.3 1.46.72 2.13 1.38a5.88 5.88 0 0 1 1.38 2.13c.3.76.5 1.64.56 2.91.06 1.28.07 1.7.07 4.95 0 3.26-.01 3.67-.07 4.95a8.8 8.8 0 0 1-.56 2.91c-.3.79-.72 1.46-1.38 2.13a5.88 5.88 0 0 1-2.13 1.38c-.76.3-1.64.5-2.91.56-1.28.06-1.7.07-4.95.07-3.26 0-3.67-.01-4.95-.07a8.8 8.8 0 0 1-2.91-.56 5.88 5.88 0 0 1-2.13-1.38 5.88 5.88 0 0 1-1.38-2.13 8.8 8.8 0 0 1-.56-2.91A85.12 85.12 0 0 1 0 12c0-3.26.01-3.67.07-4.95a8.8 8.8 0 0 1 .56-2.91c.3-.79.72-1.46 1.38-2.13A5.88 5.88 0 0 1 4.14.63 8.8 8.8 0 0 1 7.05.07C8.33.01 8.75 0 12 0zm4.85 2.23A83.28 83.28 0 0 0 12 2.16c-3.2 0-3.58.01-4.85.07-1.17.06-1.8.25-2.23.42-.56.21-.96.47-1.38.9-.42.41-.68.81-.9 1.37a6.64 6.64 0 0 0-.4 2.23A83.28 83.28 0 0 0 2.15 12c0 3.2.01 3.58.07 4.85.06 1.17.25 1.8.42 2.23.21.56.47.96.9 1.38.41.42.81.68 1.37.9.43.16 1.06.35 2.23.4 1.27.07 1.65.08 4.85.08 3.2 0 3.58-.01 4.85-.07a6.64 6.64 0 0 0 2.23-.42c.56-.21.96-.47 1.38-.9.42-.41.68-.81.9-1.37.16-.43.35-1.06.4-2.23.07-1.27.08-1.65.08-4.85 0-3.2-.01-3.58-.07-4.85a6.64 6.64 0 0 0-.42-2.23 3.72 3.72 0 0 0-.9-1.38 3.72 3.72 0 0 0-1.37-.9 6.64 6.64 0 0 0-2.23-.4zM12 5.83a6.16 6.16 0 1 1 0 12.33 6.16 6.16 0 0 1 0-12.32zM12 16a4 4 0 1 1 0-8 4 4 0 0 1 0 8zm7.85-10.4a1.44 1.44 0 1 1-2.88 0 1.44 1.44 0 0 1 2.88 0z" fill="currentColor" fill-rule="evenodd"/></svg> </a> <a href="https://www.producthunt.com/posts/knowledge-base" class="u-text-white hover:u-text-gray-800" ><svg width="24" height="24" xmlns="http://www.w3.org/2000/svg"><path d="M13.6 8.4a1.8 1.8 0 1 1 0 3.6h-3.4V8.4h3.4zm0 6a4.2 4.2 0 1 0 0-8.4H7.8v12h2.4v-3.6h3.4zM12 0a12 12 0 1 1 0 24 12 12 0 0 1 0-24z" fill="currentColor" fill-rule="evenodd"/></svg> </a> <a href="https://dribbble.com/livechat" class="u-text-white hover:u-text-gray-800" ><svg width="24" height="24" xmlns="http://www.w3.org/2000/svg"><path d="M20 5.5c-.3.3-2 2.5-5.8 4a30.8 30.8 0 0 1 1 2 24 24 0 0 1 7 .4c0-2.4-.8-4.6-2.3-6.4M9.6 2.1c.3.3 2.1 2.9 3.8 6 3.7-1.4 5.2-3.5 5.4-3.8a10.2 10.2 0 0 0-9.2-2.2M2 9.9c.4 0 4.6 0 9.4-1.2-1.7-3-3.5-5.6-3.8-6-2.8 1.4-5 4-5.6 7.2m2.4 9a16.3 16.3 0 0 1 8.7-7 34 34 0 0 0-.8-1.7c-5.1 1.6-10.1 1.5-10.5 1.5v.3c0 2.6 1 5 2.6 6.9M16 21.5c-.1-1-.7-4-2.2-7.8a14 14 0 0 0-8 6.4A10.2 10.2 0 0 0 16 21.5m6.1-7.9a15 15 0 0 0-6.4-.4c1.4 3.7 2 6.7 2 7.3 2.3-1.5 4-4 4.4-6.9M12 24a12 12 0 1 1 0-24 12 12 0 0 1 0 24" fill="currentColor" fill-rule="evenodd"/></svg> </a> <a href="https://github.com/livechat" class="u-text-white hover:u-text-gray-800" ><svg width="25" height="24" xmlns="http://www.w3.org/2000/svg"><path d="M23.2 6.1A12.3 12.3 0 0 0 12.4 0 12.3 12.3 0 0 0 1.7 6.1 12 12 0 0 0 0 12.3c0 2.7.8 5 2.4 7.2C4 21.7 6 23.2 8.5 24l.6-.1c.2-.2.3-.3.3-.5a365.7 365.7 0 0 0 0-2.3H9l-1 .1a7 7 0 0 1-1-.1c-.4 0-.8-.2-1.1-.5a2 2 0 0 1-.8-1l-.1-.3a4 4 0 0 0-.5-.8 2 2 0 0 0-.7-.7h-.1a1.2 1.2 0 0 1-.4-.5v-.1L4 17h.3l.8.4c.3.2.6.5.8.9.2.4.5.7.9 1 .3.2.7.3 1 .3h1l.7-.3c0-.7.3-1.3.8-1.7-.7 0-1.2-.1-1.7-.3-.5 0-1-.3-1.5-.6a4.3 4.3 0 0 1-2.2-2.7 8 8 0 0 1-.3-2.4c0-1.3.4-2.4 1.3-3.3-.4-1-.4-2.1 0-3.3.4-.1.9 0 1.5.2a9.8 9.8 0 0 1 2 1 11.6 11.6 0 0 1 6.2 0l.7-.3 1.4-.7c.6-.2 1-.3 1.4-.2.4 1.2.5 2.3 0 3.3 1 .9 1.4 2 1.4 3.3A8 8 0 0 1 20 14a5 5 0 0 1-.8 1.7l-1.3 1c-.6.3-1 .5-1.6.6-.5.2-1 .3-1.6.3.5.5.8 1.3.8 2.3v3.4c0 .2 0 .3.2.5h.7a12.2 12.2 0 0 0 8.5-11.6 12 12 0 0 0-1.7-6.2z" fill="currentColor" fill-rule="evenodd"/></svg> </a> </div> </div> </div> </div> </div> <div class="o-container-xl u-text-gray-700"> <div class="b--u-py-3"> <p class="u-text-p9 u-mb-0 u-pb-0" style="color: inherit;">Copyright © 2024 Text, Inc. All rights reserved</p> <div class="b--u-pt-3"> <p class="u-text-p9 u-mb-0 u-pb-0" style="color: inherit"> We use cookies and similar technologies to enhance your interactions with our website and Services, including when you reach out to us on chat. This comprises traffic analysis, delivering personalized content, and supporting our marketing efforts. By accessing our website, interacting with our Services, you agree to let us and our partners employ cookies and related technologies on your computer or devices. Click the <a href="/legal/cookies-policy/" class="b--u-text-bold" style="color: inherit" >Cookies Policy</a > to check how you can control the use of cookies through your device. To understand how we process your data, including through cookies, and interactions with us, please read our <a href="/legal/privacy-policy/" class="b--u-text-bold" style="color: inherit">Privacy Policy</a >. </p> </div> </div> </div> </footer> <script id="search-results-item" type="text/template"> <a href="{{ relpermalink }}" class="kb-blog-search__result u-block u-px-xl u-py-lg u-text-left v--no-underline u-flex u-text-black" data-controller="track" data-track-category="ChatBot Blog" data-track-action="Search Result Link" data-track-label="{{ relpermalink }} ({{ query }})" data-action="track#send" > <div class="u-basis-2 u-relative">{{#video}} <img src="/blog/icons/play.svg" class="kb-blog-search__result__play" alt="Play" width="48"> {{/video}} <picture> <source srcset="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_75,h_49,c_fill/{{ featured_image }}, https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_150,h_98,c_fill/{{ featured_image }} 2x" media="(min-width: 64rem)" > <source srcset="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_75,h_75,c_fill/{{ featured_image }}, https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_150,h_150,c_fill/{{ featured_image }} 2x" > <img src="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_75,h_49,c_fill/{{ featured_image }}" srcset="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_150,h_98,c_fill/{{ featured_image }} 2x" alt="{{ title }}" class="u-rounded-sm" > </picture> </div> <div class="u-basis-10 u-pl-lg"> <h3 class="c-link u-text-p8-bold u-mb-2xs ">{{ title }}</h3> <p class="u-text-p8 u-mb-0">{{ summary }}</p> </div> </a> </script> <script id="search-results-empty" type="text/template"> <div class="kb-blog-search__result u-px-xl u-py-sm u-text-left u-flex"> <div class="u-basis-2 u-flex u-items-center"> <img src="/blog/images/no-results.png" alt="" width="59" height="54" class="kb-blog-search__no-result"> </div> <div class="u-basis-10 u-pl-lg"> <h3 class="u-text-p6-bold u-mb-2xs"> Sorry, we can’t find <mark>‘{{ query }}’</mark> </h3> <p class="u-text-p7 u-mb-0">But don’t worry, you may be intrested with these articles:</p> </div> </div> <div class="u-px-xl u-py-xs u-bg-gray-900 u-border-t u-border-b"> <h2 class="u-text-p9-bold u-mb-0 ">POPULAR TOPICS</h2> </div> <a href="/blog/understanding-software-documentation-types-and-best-practices/" class="kb-blog-search__result u-block u-px-xl u-py-lg u-text-left v--no-underline u-flex u-text-black hover:u-bg-gray-900" data-controller="track" data-track-category="ChatBot Blog" data-track-action="Search No Results Link" data-track-label="/blog/understanding-software-documentation-types-and-best-practices/ ({{ query }})" data-action="track#send" > <div class="u-basis-2"><img src="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_75,h_49,c_fill/https://kb-blog.labs.livechat.com/app/uploads/2023/12/Understanding-Software-Documentation-Types-and-Best-Practices.jpg" srcset="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_150,h_98,c_fill/https://kb-blog.labs.livechat.com/app/uploads/2023/12/Understanding-Software-Documentation-Types-and-Best-Practices.jpg 2x" alt="" class="u-rounded-sm"></div> <div class="u-basis-10 u-pl-lg"> <h3 class="c-link u-text-p8-bold u-mb-2xs ">Understanding Software Documentation: Types and Best Practices</h3> <p class="u-text-p8">In the contemporary era, the Internet serves as a vast repository of knowledge, enabling universal...</p> </div> </a> <a href="/blog/employee-handbook/" class="kb-blog-search__result u-block u-px-xl u-py-lg u-text-left v--no-underline u-flex u-text-black hover:u-bg-gray-900" data-controller="track" data-track-category="ChatBot Blog" data-track-action="Search No Results Link" data-track-label="/blog/employee-handbook/ ({{ query }})" data-action="track#send" > <div class="u-basis-2"><img src="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_75,h_49,c_fill/https://kb-blog.labs.livechat.com/app/uploads/2023/12/ux-indonesia-ywwuOBJy60c-unsplash-scaled.jpg" srcset="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_150,h_98,c_fill/https://kb-blog.labs.livechat.com/app/uploads/2023/12/ux-indonesia-ywwuOBJy60c-unsplash-scaled.jpg 2x" alt="Writing a employee handbook" class="u-rounded-sm"></div> <div class="u-basis-10 u-pl-lg"> <h3 class="c-link u-text-p8-bold u-mb-2xs ">How to Create an Employee Handbook</h3> <p class="u-text-p8">Employee handbooks are sometimes a tough nut to crack. It should include all the most essential...</p> </div> </a> <a href="/blog/how-to-create-an-internal-wiki-in-2023/" class="kb-blog-search__result u-block u-px-xl u-py-lg u-text-left v--no-underline u-flex u-text-black hover:u-bg-gray-900" data-controller="track" data-track-category="ChatBot Blog" data-track-action="Search No Results Link" data-track-label="/blog/how-to-create-an-internal-wiki-in-2023/ ({{ query }})" data-action="track#send" > <div class="u-basis-2"><img src="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_75,h_49,c_fill/https://kb-blog.labs.livechat.com/app/uploads/2023/11/hubistavern-SiOJXlWeWc0-unsplash-scaled.jpg" srcset="https://res.cloudinary.com/dn1j6dpd7/image/fetch/f_auto,q_auto,w_150,h_98,c_fill/https://kb-blog.labs.livechat.com/app/uploads/2023/11/hubistavern-SiOJXlWeWc0-unsplash-scaled.jpg 2x" alt="A big white library" class="u-rounded-sm"></div> <div class="u-basis-10 u-pl-lg"> <h3 class="c-link u-text-p8-bold u-mb-2xs ">How to Create an Internal Wiki in 2023</h3> <p class="u-text-p8">Did you know the average employee spends up to 9 hours per week looking for information? That’s...</p> </div> </a> </script> <script type="text/javascript"> window.process = { env: { DEBUG: undefined }, }; </script> <script type="text/javascript"> (function (e, t) { var n = e.amplitude || { _q: [], _iq: {} }; var r = t.createElement("script") ; r.type = "text/javascript"; r.async = true ; r.src = "https://cdn.amplitude.com/libs/amplitude-4.2.1-min.gz.js" ; r.onload = function () { if (e.amplitude.runQueuedFunctions) { e.amplitude.runQueuedFunctions() } else { console.log("[Amplitude] Error: could not load SDK") } } ; var i = t.getElementsByTagName("script")[0]; i.parentNode.insertBefore(r, i) ; function s(e, t) { e.prototype[t] = function () { this._q.push([t].concat(Array.prototype.slice.call(arguments, 0))); return this } } var o = function () { this._q = []; return this } ; var a = ["add", "append", "clearAll", "prepend", "set", "setOnce", "unset"] ; for (var u = 0; u < a.length; u++) { s(o, a[u]) } n.Identify = o; var c = function () { this._q = [] ; return this } ; var l = ["setProductId", "setQuantity", "setPrice", "setRevenueType", "setEventProperties"] ; for (var p = 0; p < l.length; p++) { s(c, l[p]) } n.Revenue = c ; var d = ["init", "logEvent", "logRevenue", "setUserId", "setUserProperties", "setOptOut", "setVersionName", "setDomain", "setDeviceId", "setGlobalUserProperties", "identify", "clearUserProperties", "setGroup", "logRevenueV2", "regenerateDeviceId", "logEventWithTimestamp", "logEventWithGroups", "setSessionId", "resetSessionId"] ; function v(e) { function t(t) { e[t] = function () { e._q.push([t].concat(Array.prototype.slice.call(arguments, 0))) } } for (var n = 0; n < d.length; n++) { t(d[n]) } } v(n); n.getInstance = function (e) { e = (!e || e.length === 0 ? "$default_instance" : e).toLowerCase() ; if (!n._iq.hasOwnProperty(e)) { n._iq[e] = { _q: [] }; v(n._iq[e]) } return n._iq[e] } ; e.amplitude = n })(window, document); amplitude.getInstance().init("c83edee88f489aa6efe5276daf693d29"); </script> <script type="text/javascript" defer src="/blog/js/main.min.8307f79209c3266c9969add35997f96864a49499e3b7001bf63dc5925ebda722.js"></script> <script> window.__lc = window.__lc || {}; window.__lc.license = 1520; ;(function(n,t,c){function i(n){return e._h?e._h.apply(null,n):e._q.push(n)}var e={_q:[],_h:null,_v:"2.0",on:function(){i(["on",c.call(arguments)])},once:function(){i(["once",c.call(arguments)])},off:function(){i(["off",c.call(arguments)])},get:function(){if(!e._h)throw new Error("[LiveChatWidget] You can't use getters before load.");return i(["get",c.call(arguments)])},call:function(){i(["call",c.call(arguments)])},init:function(){var n=t.createElement("script");n.async=!0,n.type="text/javascript",n.src="https://cdn.livechatinc.com/tracking.js",t.head.appendChild(n)}};!n.__lc.asyncInit&&e.init(),n.LiveChatWidget=n.LiveChatWidget||e}(window,document,[].slice)) </script> <noscript><a href="https://www.livechatinc.com/chat-with/1520/" rel="nofollow">Chat with us</a>, powered by <a href="https://www.livechatinc.com/?welcome" rel="noopener nofollow" target="_blank">LiveChat</a></noscript> </body> </html>

CINXE.COM

The Do's and Don'ts of Writing Knowledge Base Articles