Knowledge Base Articles
Writing Knowledge Base Articles for New Feature Announcements
This prompt helps customer support teams create knowledge base articles to introduce new software features. It focuses on explaining the feature’s value, guiding users through its setup, and providing examples to showcase its practical applications.
Responsible:
Customer Support
Accountable, Informed or Consulted:
Customer Success, Marketing, 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:
Gather detailed information about the feature, its use cases, and its setup process.
Collaborate with the product and marketing teams to align messaging and visuals.
Prepare examples and visuals to illustrate the feature’s functionality and benefits.
THE PROMPT
Help create a knowledge base article announcing and explaining the new [specific feature] in [specific software product]. Focus on:
Feature Introduction: Describing the feature and its purpose, such as, ‘The new [Feature Name] allows you to [specific benefit, like automate workflows or gain deeper insights].’
Use Case Examples: Providing scenarios where the feature adds value, like, ‘For instance, [Feature Name] can help [specific audience, like marketing teams] streamline [specific task, like campaign approvals].’
Getting Started: Outlining step-by-step instructions to enable or configure the feature, such as, ‘Step 1: Navigate to [specific section]. Step 2: Click on [specific option]. Step 3: Adjust settings as needed.’
Best Practices: Offering tips to maximize the feature’s benefits, like, ‘To get the most out of [Feature Name], ensure [specific configuration] is applied.’
FAQs: Including common questions, such as, ‘What is the cost of using this feature? Is it included in all subscription plans?’
Provide a comprehensive template for feature announcement articles that combine clarity and usability. If additional details about the feature or its typical users are needed, ask clarifying questions to refine the article.
Bonus Add-On Prompts
Propose strategies for linking feature announcement articles to related how-to guides or tutorials.
Suggest methods for gathering user feedback on new features through the knowledge base.
Highlight techniques for integrating customer testimonials or beta tester insights into the article.
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 features tailored to specific user personas, such as admins or end-users.
Include recommendations for linking to product roadmaps for transparency on future updates.
Propose ways to integrate customer usage tips into feature announcement articles.
Highlight tools for measuring engagement with the article to gauge user interest.
Add suggestions for creating video demonstrations to complement the written guide.
WHEN TO USE
When launching new features to ensure users understand their value and setup.
To reduce support requests by proactively addressing common questions.
During product updates to inform and engage customers about new capabilities.
WHEN NOT TO USE
For minor updates or features that don’t require explanation.
If the feature is in beta and not widely available to all users.