Knowledge Base Articles
Writing Knowledge Base Articles for Feature How-Tos
This prompt helps customer support teams create detailed knowledge base articles explaining how to use specific software features. The focus is on clarity, actionable steps, and providing context on how the feature solves common customer challenges.
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 features that generate frequent questions or support tickets.
Collect data on typical use cases and customer challenges related to the feature.
Prepare visuals, such as annotated screenshots or video walkthroughs, to enhance the article.
THE PROMPT
Help create a knowledge base article explaining how to use [specific feature] in [specific software product]. Focus on:
Feature Overview: Introducing the feature and its purpose, such as, ‘[Feature Name] helps users [specific benefit, like automate tasks or improve productivity].’
Use Case Examples: Providing practical scenarios for using the feature, like, ‘For instance, you can use [Feature Name] to [specific use case, such as streamline approvals or generate reports].’
Step-by-Step Instructions: Outlining how to use the feature, such as, ‘Step 1: Open [specific menu or section]. Step 2: Select [specific option]. Step 3: Configure [specific settings] to customize your experience.’
Best Practices: Suggesting tips for optimal use, like, ‘For the best results, ensure that [specific configuration or precondition] is set.’
Common Questions: Addressing FAQs related to the feature, such as, ‘What happens if I [specific action]? Can I undo changes made using this feature?’
Provide a structured knowledge base article template that is clear, informative, and actionable. If additional context about the feature or its typical use cases is needed, ask clarifying questions to refine the article.
Bonus Add-On Prompts
Propose strategies for integrating video tutorials into feature how-to articles.
Suggest ways to categorize and tag articles for better discoverability in the knowledge base.
Highlight techniques for simplifying technical language to make articles more user-friendly.
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 advanced features versus basic functionalities, depending on the audience.
Include tips for incorporating customer testimonials to showcase feature value.
Propose ways to integrate related articles for a seamless user learning experience.
Highlight tools for tracking feature usage metrics to guide future article updates.
Add suggestions for linking how-to articles within in-app help widgets.
WHEN TO USE
To create self-service resources that guide customers in using specific software features.
When launching new features to ensure customers can adopt them effectively.
To reduce support requests by empowering customers with actionable information.
WHEN NOT TO USE
For features that are highly intuitive and don’t require detailed explanation.
When targeting niche features used by a very small subset of users.