How do you write a knowledge base article?

Writing a useful knowledge base article starts with a tight focus. Pick one specific task or error message – like “How to reset your password” – and solve it end-to-end in one place. Customers rarely read long guides, so keep the goal simple: one question, one clear answer. Start with a short title that names the problem exactly – “Reset a forgotten password” – so search engines and internal search both show the right match. Next, write a 1-2 sentence lead that tells readers what they’ll get (“Follow these steps to reset your password in under two minutes”) so they decide fast whether to keep reading. Break the steps into short, numbered actions. Use the same words your customers use; avoid jargon like “authenticate” when “sign in” works better. Add a screenshot or short screen recording after every 2-3 steps to show exactly where to click. Include a short “Why this matters” note (“You’ll stay logged in on all your devices”) to reduce follow-up questions. End with a quick troubleshooting tip (“Still stuck? Contact support with your account email”) so the article ends the conversation, not starts it. Before you publish, test the article yourself. Can a coworker who’s never done the task complete it using only your words and images? If not, revise until it’s foolproof. Finally, link to the article from every place customers might look – inside the app, in email templates, and in your support bot – so the right answer finds them before they ask.