Knowledge Base Articles
Creating Knowledge Base Articles for Common Technical Issues
This prompt helps customer support teams craft detailed knowledge base articles that address common technical issues customers encounter with your software. The focus is on clarity, step-by-step solutions, and providing additional resources to ensure users can resolve problems independently.
Responsible:
Customer Support
Accountable, Informed or Consulted:
Customer Success, Product
THE PREP
Creating effective prompts involves tailoring them with detailed, relevant information and uploading documents that provide the best context. Prompts act as a framework to guide the response, but specificity and customization ensure the most accurate and helpful results. Use these prep tips to get the most out of this prompt:
Identify frequently encountered technical issues and their solutions.
Collect visuals, such as screenshots or videos, to accompany step-by-step instructions.
Collaborate with technical teams to verify accuracy and completeness of the solutions.
THE PROMPT
Help create a knowledge base article for resolving [specific technical issue] encountered by users of [specific software product]. Focus on:
Issue Overview: Clearly explaining the problem, such as, ‘Users may encounter this issue when [specific scenario, like updating the software or using a certain feature].’
Step-by-Step Solution: Providing a clear and actionable guide, such as, ‘Step 1: Navigate to [specific section]. Step 2: Select [specific option]. Step 3: Restart the software to apply changes.’
Troubleshooting Tips: Recommending additional steps if the initial solution doesn’t work, like, ‘If the issue persists, try [specific action, like clearing your cache or reinstalling the app].’
Visual Aids: Including suggestions for screenshots or videos to illustrate key steps, such as, ‘Provide a screenshot showing where to find [specific button or menu].’
Additional Resources: Linking to related articles or FAQs, like, ‘For more information, see our guide on [related topic].’
Provide a structured knowledge base article template with placeholders for specific details and visuals. If additional context about the technical issue or customer impact is needed, ask clarifying questions to refine the article.
Bonus Add-On Prompts
Propose strategies for optimizing knowledge base articles with keywords to improve searchability.
Suggest methods for including customer feedback in refining existing articles.
Highlight techniques for creating multi-language versions of technical articles.
Use AI responsibly by verifying its outputs, as it may occasionally generate inaccurate or incomplete information. Treat AI as a tool to support your decision-making, ensuring human oversight and professional judgment for critical or sensitive use cases.
SUGGESTIONS TO IMPROVE
Focus on a specific user base, such as advanced users or beginners.
Include recommendations for embedding interactive guides or tools into the article.
Propose ways to update articles dynamically as software features evolve.
Highlight tools like Zendesk or Help Scout for managing and analyzing knowledge base usage.
Add suggestions for linking knowledge base articles to chatbot or helpdesk systems.
WHEN TO USE
To create self-service resources for common technical issues.
During onboarding new support agents to familiarize them with common challenges.
When updating documentation to reflect new software updates or features.
WHEN NOT TO USE
For issues that require personalized support or are too complex for self-resolution.
When targeting uncommon problems that don’t justify a dedicated article.