Creating a Knowledge Base Article

Create a Knowledge Base article when information should be documented for repeat use by agents, customers, or another authorized audience.

Before creating the article

Confirm that the information does not already exist in another article.

Choose the category and folder that best match the topic.

Create the article

1. Open the Knowledge Base.
2. Choose the option to create a new article.
3. Enter a clear title.
4. Add a short summary when appropriate.
5. Write the article content.
6. Select the correct category.
7. Select a folder if your structure uses folders.
8. Choose the article type and visibility.
9. Add relevant tags.
10. Save the article as a draft.

Review the content

Check instructions, terminology, links, formatting, and audience suitability before publication.

Publication

Follow the configured review and approval process rather than bypassing governance.

Good practices

Write for the intended reader. Use descriptive headings, short sections, clear steps, and enough context for the article to be understood without relying on undocumented knowledge.