Knowledge Base Article Writer
The Knowledge Base Article Writer produces help center articles that customers can actually find and follow. It creates structured, step-by-step content with clear titles, scannable formatting, and troubleshooting sections that resolve issues without requiring a support ticket.
Support teams, technical writers, product managers, and customer success leads use this template when building or expanding a help center. It is especially valuable when converting tribal knowledge (things only senior agents know) into documented, self-service content that scales.
The prompt produces articles optimized for both findability (search-friendly titles, keyword-aware structure) and usability (numbered steps, screenshots placeholders, common-mistake callouts). It follows the Minimal Viable Documentation principle: enough detail to solve the problem, no more, because every extra paragraph reduces the chance a customer reads to the end.
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The Prompt
Write a knowledge base article based on the following:
**Article Topic**: [WHAT THIS ARTICLE HELPS WITH, e.g., "How to set up two-factor authentication (2FA)"]
**Product/Feature**: [WHICH PRODUCT OR FEATURE, e.g., "KeepMyPrompts account security settings"]
**Target Reader**: [WHO NEEDS THIS, e.g., "Non-technical users who received the 2FA setup prompt"]
**Steps or Process to Document**:
```
[DESCRIBE THE STEPS OR PASTE INTERNAL DOCUMENTATION, e.g.,
1. Go to Settings > Security
2. Click "Enable 2FA"
3. Choose authentication method (app or SMS)
4. Scan QR code with authenticator app
5. Enter verification code
6. Save backup codes]
```
**Common Problems**: [KNOWN ISSUES USERS ENCOUNTER, e.g., "QR code doesn't scan on some Android phones", "Users lose backup codes and get locked out"]
Generate a knowledge base article with this structure:
### Title
A clear, search-friendly title that matches how users would search for this topic. Pattern: "How to [action]" or "[Topic]: [specific aspect]"
### Summary
2-3 sentences explaining what this article covers and who it is for. Include estimated time to complete (e.g., "This takes about 5 minutes").
### Before You Start
Prerequisites or requirements (e.g., "You need admin access", "Download the Google Authenticator app first"). Skip this section if there are no prerequisites.
### Step-by-Step Instructions
Numbered steps, each with:
- One clear action per step (never two actions in one step)
- What the user should see after completing the step (confirmation of progress)
- [Screenshot placeholder: describe what the screenshot should show]
### Troubleshooting
For each known problem:
- **Problem**: [What goes wrong]
- **Cause**: [Why it happens, in one sentence]
- **Solution**: [Specific fix, step by step]
### Related Articles
Suggest 2-3 related topics that users typically need next (e.g., "How to recover your account if you lose your 2FA device").
### Article Metadata
- **Category suggestion**: [e.g., "Account Security"]
- **Search keywords**: 5-7 terms users might search for
- **Last updated**: [Today's date]
Writing rules:
- Use second person ("you") and active voice
- One idea per sentence, one action per step
- Define acronyms on first use
- No internal jargon (use the words customers use)
- Bold key UI elements: "Click **Settings** > **Security**"
- Keep the article under 800 words (shorter articles have higher completion rates)Usage Tips
- Describe the actual steps, even roughly: The prompt structures and polishes your input. You do not need to write perfect documentation; just list what happens in order.
- Include common problems: The troubleshooting section often prevents more tickets than the main instructions. Do not skip it.
- Add screenshot placeholders: The "[Screenshot placeholder]" notes tell your team exactly what screenshots to capture. This is faster than retroactively figuring out where images belong.
- Review with a fresh user: Have someone unfamiliar with the feature follow the article step by step. If they get stuck anywhere, revise that step.
- Batch similar articles: Create 3-5 related articles in one session (all authentication articles, all billing articles) to maintain consistent voice and cross-references.
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