How to draft a knowledge base article from verified guidance
A knowledge base article helps another person solve a recurring problem or complete a task. It needs a clear scope, usable steps and conditions that explain when the guidance applies.
Start with the right material.
- What you provide
- resolved support notes and verified product instructions.
- The intended result
- Save a help article with scope, steps and troubleshooting grounded in the supplied resolution.
How the workflow works.
Start with the reader's problem, use the supplied solution and organize the steps around the actual workflow. Explain prerequisites and preserve any exceptions that would change the answer.
What to check in the result.
Review the instructions in the relevant product or process before publishing. Remove private case details and mark unresolved questions instead of turning an incomplete support note into universal guidance.
Preview the Markdown to check headings, lists and links as well as the words. Keep source references with the document so a reviewer can trace important statements back to the material you supplied.
Learn from the worked example.
The downloadable Markdown example shows one possible organization of the result. Read it alongside the source example and notice which statements are recorded facts, proposed wording or questions still needing an answer.
The supplied example is illustrative. It is not a recorded run on your data.
Download the example ↓Use it with your own material.
- Open the source you want to work with and activate WebAct on that tab.
- Copy the task from the hero, add any required fields or preferences, and review the proposed actions.
- Compare the first result with your source. Ask for a specific correction or refinement where needed.