Article design

If customers can easily navigate articles about your products or services, you get the benefits:

  • the audience becomes more loyal — growing sales, you are recommended,
  • support department spends less time on simple questions — they simply do not exist, or employees promptly refer to articles from your Knowledge Base instead of painting details.

We tell you how to design articles in the Knowledge Base in such a way that your clients and employees were most comfortable to work with them.


A good material structure is half its success. Divide the article into sections, sections into subsections, text into paragraphs, long sentences into short sentences. The more structured the text, the easier it is to read.

Create clickable content at the beginning of articles if the articles are long. This can be done with html anchor links in the «HTML» mode.

Anchor link — html code <a href="#example"> and <a name="example">. With the help of an anchor link, a user who reads your article can immediately move to the section he needs.

Here is the code of this content:

Literacy, clarity and comprehensiveness

  • The text should be literate — errors and typos will reduce the confidence of clients.
  • Headings should clearly reflect the essence of the article/section/subsection.
  • During the writing of the article, think about what questions may arise for clients, and consider them in the article. The finished material can be read by an external person. After reading the good material, the customer should not remain questions.
  • If the text mentions functions/services/other things about which you already have an article in the Base — be sure to make a hyperlink to this article. This way you motivate users to study your product and eliminate unnecessary questions.
  • Give examples. It is important to tell not only how to use something, but also why to do it. The reader must understand how your product/function/service/etc. will benefit him.
  • Illustrate the text. The Knowledge Base Editor supports inserting images, GIFs, and YouTube videos. It’s almost always better to show something once than write a few paragraphs.
  • To make text easier to read, use formattinghighlight important information in bold, italics or color like this or like this, don’t forget about the ability to create numbered or bulleted lists.
  • The sequence of information is also important. Think about what order of presentation will be most appropriate for your product or service.

For example, we first talk about how to connect a function, then configure it, then - the possibilities, benefits and cases, that is, we maximize the utility of the function, including examples.

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