Creating an article

Writing an article is the easy part. Where it goes, who sees it and what it is called decide whether anyone finds it.

Writing an article is the easy part. Where it goes, who sees it and what it is called decide whether anyone finds it.

Create one

1. In Knowledge, add an article, or use Add in your help centre.
2. Write the title as the question a customer would ask, then the article itself.
3. In Article settings, use the Placement card to pick the section, and Viewing permissions to decide who sees it.
4. Check the Owner while you are there. It starts as the author and it is who gets the review reminders later.
5. Click Save to keep it as a draft, or the arrow beside it and Publish to put it live. Preview shows it as a reader would see it.

Two on that toolbar are easier to find before you need them. The content block icon inserts a piece of text you maintain in one place and reuse across articles, and HTML on the far right opens the source, which is the only way to fix formatting that the editor will not let go of.

Title it as the question

The single highest-value habit. Customers search using the words of their problem, not your product's vocabulary.

• Works: "Why can I not sign in?"
• Does not: "Authentication troubleshooting"

The second is what an expert would call it. The first is what somebody types.

Answer in the first paragraph

People arrive from a search result and decide in seconds whether this is the right page. Background, context and prerequisites belong after the answer, not before it.

One article, one question

An article covering five related things is found by nobody searching for any of them, and it is what makes AI answers vague. Split them, and link between them.

Decide who sees it

Public, signed-in customers only, or agents only. Getting this wrong in the public direction is the mistake that matters, so check before publishing rather than after.

See also

• How to write an article that AI can use
• Making articles visible to agents only
• Working with drafts