Writing knowledge-base articles that get reused

Skills you'll practise

• Write a searchable title that uses the customer's words for the symptom
• Structure an article as applies to, symptom, cause, resolution and verification
• Write numbered steps precise enough for someone else to follow
• Review and retire articles that are out of date

Course outline

1. 1.Writing reusable KB articlesVideo · 1 min
2. 2.One problem, one articleLesson · 15 min
3. 3.Turning solved tickets into articlesLesson · 12 min
4. 4.Keeping the knowledge base healthyLesson · 12 min
5. 5.Writing knowledge-base articles that get reused: knowledge checkKnowledge check · 26 questions
6. 6.Writing knowledge-base articles that get reused: practical exerciseKnowledge check · 1 question
7. 7.Final exam8 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• General knowledge-base writing practice (reuse, plain language, one problem per article)
• Plain-language business writing guidance (general)