{"id":62172,"date":"2024-01-16T15:21:29","date_gmt":"2024-01-16T04:21:29","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=62172"},"modified":"2024-01-16T15:21:30","modified_gmt":"2024-01-16T04:21:30","slug":"how-to-write-a-knowledge-base-article","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/how-to-write-a-knowledge-base-article\/","title":{"rendered":"How You Can Write a Good Knowledge Base Article"},"content":{"rendered":"\n

Great customer service doesn\u2019t always involve an agent. We\u2019ve found that 59% of customers prefer self-service<\/a> tools for simple questions and service issues. <\/p>\n\n\n\n

Your customers can easily get the answers they need<\/a> with knowledge base articles, which are informative help articles on your site. They can find what they need at any time (even at 3 a.m.), which frees up agents to focus on more complex service requests. <\/p>\n\n\n\n

Service agents can also use knowledge base articles to solve customer problems and reduce their average handle time. <\/p>\n\n\n\n

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Provide the answers your customers want<\/h2>\n\t\t\t\t\t\t\t

Can your customers find solutions to their problems without asking an agent for help? Learn how you can deliver a knowledge-filled self-service strategy, on Salesforce+.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tWatch now<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
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This blog post will tell you everything you need to know about creating a knowledge base article. You\u2019ll learn what a knowledge article is, why they\u2019re important, what to include when you\u2019re writing, and tips and tricks (like generative AI) to help you get started. <\/p>\n\n\n\n

What is a knowledge base article?<\/h2>\n\n\n\n

A knowledge base article is a web page that answers a frequently asked question, troubleshoots a problem, or helps your customers use your products and services. They often include written directions and responses, but can also include images, videos, links, and other multimedia elements. <\/p>\n\n\n\n

Knowledge base articles typically live within a central place on a company\u2019s website or platform \u2014 this could be a help centre, FAQ page, or a support portal. This hub should make it easy for your customers to find the answers they\u2019re looking for. <\/p>\n\n\n\n

While the structure of this hub will vary based on the needs of your business and your customers, it should have a search function, article tags based on your offerings, and titles that make it clear what the article is about. <\/p>\n\n\n\n

If your contact centre has a chatbot<\/a>, it can surface information from knowledge articles in response to a customer message. Very soon, chatbots with generative AI technology will be able to answer service questions and give better, more personalised responses by pulling from the knowledge base.<\/p>\n\n\n\n

Why are knowledge base articles important?<\/h2>\n\n\n\n

Here are the top three reasons why knowledge base articles are important to your business: <\/p>\n\n\n\n