Getting Started With Your Knowledge Base Articles

Get started creating the articles you can use in your Help Center, Widgets, and Ticketing System. 

After researching the questions your customers ask, categorize the information so that you have a structure in place to begin creating helpful articles. As your products and services grow, update your articles regularly.

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Remember, creating supportive content takes time. Approach it one step at a time and stay organized. 

Step 1 | Research and Outline Your Articles

To better understand the articles you need, find out the questions your customers are asking. This helps you identify common threads and provide a basis for your category list. 

Where to look: 

• Community forums: See what questions customers are asking each other, and in which areas they are experiencing the most difficulty. 

• Social media channels: Customers often go to social media to look for help or express frustrations. 

• Support tickets: Identify your customer’s main pain points by analyzing support tickets, chats, and calls.

• Support agents: Make a list of popular issues and themes your support agents have come across.