What is a knowledge article?

A knowledge article (or knowledge base article) provides information on your product or service, usually through a combination of text, graphics, and video. Knowledge base articles  are maintained by the service desk and are often based on frequently asked questions.

How do you write a knowledge base article?

Determine the topics for knowledge base articles by looking at service desk FAQs and common customer pain points. Write simply for your average user, not your power users, and deliver the information both textually and visually. Headers and bulleted lists will make the content easy to parse.