Knowledge Base Articles
Writing Knowledge Base Articles for Account Setup and Onboarding
This prompt helps customer support teams create knowledge base articles to guide users through account setup and onboarding for a software product. It focuses on providing clear steps, addressing potential roadblocks, and ensuring users can get started quickly and effectively.
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 the steps users need to complete for a successful account setup and onboarding.
Gather screenshots or visuals of the account setup interface.
Collaborate with the product team to confirm the most recent workflows and features.
THE PROMPT
Help create a knowledge base article for setting up a new account and completing onboarding in [specific software product]. Focus on:
Account Creation Steps: Outlining a simple guide for creating an account, such as, ‘Step 1: Visit [specific URL] and click [specific button]. Step 2: Fill in the required information, including [specific fields]. Step 3: Verify your email by clicking the link sent to your inbox.’
Initial Setup Tasks: Providing steps for configuring the account, like, ‘Set up your profile by adding [specific details], such as your company name or preferred settings.’
Onboarding Checklist: Including key actions to help users get started, such as, ‘To make the most of [Product Name], complete the following steps: [e.g., upload data, invite team members, customize settings].’
Troubleshooting Common Issues: Recommending solutions for potential problems, like, ‘If you don’t receive the verification email, check your spam folder or contact support at [contact info].’
Additional Resources: Linking to related articles, such as guides on advanced features or video tutorials, like, ‘Learn more about customizing your settings in our advanced setup guide.’
Provide a structured article template that ensures users can set up their accounts independently while addressing potential onboarding challenges. If additional context about the user base or software functionality is needed, ask clarifying questions to refine the article.
Bonus Add-On Prompts
Propose strategies for including an interactive checklist in the article to track onboarding progress.
Suggest methods for integrating account setup articles with in-app help or tutorials.
Highlight techniques for personalizing onboarding articles based on user roles or subscription levels.
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 onboarding for specific user roles, such as administrators or end-users.
Include tips for addressing regional differences, such as language or currency options.
Propose ways to integrate live chat links into the article for immediate assistance.
Highlight tools for tracking onboarding success, such as product analytics dashboards.
Add suggestions for creating video guides that complement the article.
WHEN TO USE
When helping new users quickly set up their accounts and start using the product.
To create onboarding resources that reduce the need for direct support.
During product launches or updates to ensure users understand new setup steps.
WHEN NOT TO USE
If the onboarding process is entirely automated and requires no user intervention.
When the setup process is complex and needs direct support for each case.