Knowledge Base (KB) articles help customers solve common problems, complete tasks, or find quick answers. They act as a 24/7 support resource and are organized by categories so customers can easily search or browse for help.
KBs are best for:
- step‑by‑step instructions
- troubleshooting
- definitions or glossaries
- “how do I…?” tasks
- forms and processes
- frequently asked questions
KBs are not full web pages. They are short, structured help articles.
Use a KB when the content answers a single question or task. Use a regular page when the content needs layout, components, or multiple sections.
Resources
Quick links to extra resources: Job aids and Video Tutorial.
- PDF Instructions (knowledge base instructions: creating categories, sub-categories, folders & articles)
- PDF Instructions (knowledge base instructions: creating articles in an existing knowledge base structure)
- Video tutorial (knowledge base process tutorial – from setup to article creation) – 9:20 min
Formatting and accessibility expectations
Limit images in KBs. Most KBs do not need images, and many images create accessibility issues or distract from the task. If an image is truly required, use it sparingly and include accurate alt text.
Components cannot be used in KBs. KBs are created entirely in the Content Editor and use a simple text‑based template. You cannot add page components or containers. Keep KBs plain, scannable, and focused on the task.
KBs are often found in the FAQ section of the site.
Live examples
Example of a knowledge base (KB) article
