Write and organise knowledge-base articles

What the Knowledge Bank is for

The Knowledge Bank is your single source of truth: policies, procedures, product facts and answer templates. Courses link to it, quiz questions point back to it, and AI search answers from it. If something is not written down here, AI search can't find it and new hires can't learn it.

Create an article

1. 1Click Knowledge in the left sidebar.
2. 2Select the folder the article belongs in, then click New article.
3. 3Write a title that matches what someone would search for (see tips below).
4. 4Write the content using headings, short paragraphs, lists and callouts.
5. 5Add topic tags, then save.
6. 6To change an article later, open it and click Edit article.

What to think about when writing

• One article, one question. “How to issue a partial refund” is better than one long “Refunds” page covering everything.
• Use the words agents and customers use. Title it “Customer can't log in” rather than “Authentication troubleshooting”.
• Put the answer first. Start with the rule or the short answer, then add details, exceptions and examples.
• Use numbered steps for anything done in order, and bullets for lists of conditions.
• State exceptions and limits clearly: amounts, time limits, who can approve, when to escalate.
• Add a ready-to-use reply or example where it helps agents respond consistently.
• Avoid “see the other doc” — link to the related article instead.
• Keep it short enough to read during a live ticket. If it scrolls forever, split it.

How to use folders

Folders give each article one fixed home. Think of them as the shelves of the library: an article can only sit in one folder.

• Organise folders by area or workflow, e.g. Policies, Product, Billing, Escalation Protocols, Tools.
• Keep it to roughly 5–12 top-level folders. Too many and people stop knowing where to look.
• Name folders so someone new instantly understands what is inside.
• If you're unsure where an article goes, ask “who owns this information?” — that's usually the right folder.

How to use tags

Tags describe the subject of an article and connect related content across folders. An article can have several tags. Tags also matter beyond search: quiz questions use the same topic tags, and Team Analytics groups results by tag to show knowledge gaps.

• Use 1–3 tags per article that describe the topic, e.g. “Refunds”, “Shipping”, “Account access”.
• Reuse existing tags before creating new ones — pick from the list instead of typing a near-duplicate.
• Agree on one spelling and form: “Refunds”, not “refund”, “Refund policy” and “refunds” side by side.
• Tag by subject, not by status or person. Avoid tags like “New”, “Important” or “Anna”.
• Use the same tags on related quiz questions so knowledge-gap reports line up with the right articles.

Keep content trustworthy

• Update articles as soon as a policy changes — courses and AI search pick up the change automatically.
• Remove or merge duplicate articles so there's only one answer to each question.
• Review your most-used articles regularly.