Module 4 · Tools and channels Lesson 12 of 15

Writing a knowledge-base article

Worked example

"How to reset your password" with five numbered steps prevents the same ticket every week; "password policy documentation" prevents none.

Your practice task

Take your three most common tickets and write one article that would have answered all three.

Do this before moving on. Reading a solution teaches the shape of it; typing it teaches you.

Key takeaway

A good article answers one question and stops the ticket before it is created. Title it as the question a customer types, and write the steps in the order they do them.

Almost there

15 lessons left of 15

Finish every lesson to unlock the certificate. Each one ends in a practice task — do them and the final project brief writes itself.

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