Knowledge Base Template for Product Teams

Aim for 20-30 articles covering your highest-volume ticket categories. Coverage matters more than completeness. A help center with 25 strong articles that match real support questions will deflect more tickets than 100 articles that nobody searches for. Use your helpdesk data to prioritize which topics to write first.

Track three metrics: self-service ratio (percentage of support interactions resolved without a ticket), article helpfulness rating (thumbs up/down on each article), and search success rate (percentage of searches that result in an article click versus a "Contact Support" click). Tie these back to your [support metrics dashboard](/templates/support-metrics-template) to see the impact on first response time and ticket volume.

Support agents should draft articles because they know the actual questions customers ask. A technical writer or content lead should edit for consistency and maintain the style guide. Product managers should review articles about new features before publication. Avoid having engineering write customer-facing docs directly. They tend to write for developers, not end users.

Use short (under 90 seconds) screen recordings for complex multi-step workflows where text alone would be confusing. Do not replace text with video. Many users scan articles on mobile or in noisy environments where video is impractical. Always include written steps alongside any video.

Use conditional visibility if your help center platform supports it (most do). Tag articles with the relevant plan tier and show or hide content based on the reader's account type. If your platform does not support conditional content, use a clear callout at the top of the article stating which plans the feature is available on. ---