Knowledge Base Articles
Writing Knowledge Base Articles for Security Best Practices
This prompt helps customer support teams create knowledge base articles that guide users on maintaining security while using the software. It focuses on practical tips, preventative measures, and compliance recommendations to enhance user safety and trust.
Responsible:
Customer Support
Accountable, Informed or Consulted:
Customer Success, Engineering, 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:
Collaborate with IT and security teams to identify the most critical security measures for your software.
Prepare detailed steps for enabling security features like 2FA or encryption.
Collect data on past security incidents to address common vulnerabilities and user concerns.
THE PROMPT
Help create a knowledge base article that outlines security best practices for [specific software product or service]. Focus on:
Importance of Security: Introducing why security is critical, such as, ‘Protecting your data and maintaining compliance with industry standards is a top priority when using [Product Name].’
Login and Account Safety Tips: Providing actionable steps, like, ‘Enable two-factor authentication (2FA) by navigating to [specific menu] and selecting [specific option].’
Data Protection Guidelines: Recommending ways to secure sensitive data, such as, ‘Ensure all uploaded files comply with encryption standards and avoid sharing credentials.’
Regular Updates: Emphasizing the importance of updates, like, ‘Keep your software up to date by enabling automatic updates in [specific section].’
Response to Security Incidents: Including steps for users to report suspicious activity, such as, ‘If you notice any unauthorized access, contact our support team immediately at [contact information].’
Provide a structured article with actionable steps, practical examples, and links to additional resources, ensuring users can easily implement these best practices. If additional insights into common security concerns or customer challenges are needed, ask clarifying questions to refine the article.
Bonus Add-On Prompts
Propose strategies for integrating real-time alerts or reminders into the knowledge base for key security actions.
Suggest methods for linking this article to broader compliance guides, such as GDPR or HIPAA documentation.
ighlight techniques for addressing emerging threats, such as phishing, in an actionable and user-friendly way."
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 specific user roles, such as admins versus general users, for tailored security advice.
Include tips for recognizing and responding to phishing attempts or suspicious activity.
Propose ways to incorporate customer success stories demonstrating the value of following security guidelines.
Highlight tools for tracking and reporting suspicious activity within the software.
Add suggestions for including video tutorials on implementing advanced security settings.
WHEN TO USE
To educate users on maintaining security while using your software.
During onboarding to ensure users adopt best practices from the start.
When addressing increased concerns about cybersecurity threats.
WHEN NOT TO USE
For users who require advanced security configurations better addressed by IT specialists.
If the software doesn’t involve handling sensitive data or personal information.