A knowledge base contains various types of articles, each with its own purpose and structure. The four main types are: how-to articles (step-by-step instructions), troubleshooting articles (diagnosis and resolution of errors), FAQ articles (a compilation of frequently asked questions), and reference articles (technical documentation and overviews). Which type you choose depends on the question you want to answer and the reader’s situation. In this article, we’ll discuss each type and help you determine which one is the best fit for your knowledge base.
What types of articles belong in a knowledge base?
A knowledge base should contain four basic types of articles: how-to articles, problem-solving articles, FAQ articles, and reference articles. Each type answers a different kind of question and serves a different reader intent. A well-organized knowledge base contains a mix of all these types, so that customers always find the right answer, no matter how they phrase their question.
Choosing the right type starts with asking the question behind the question. Is someone looking for an explanation of how something works? Then a how-to article is the way to go. Is someone stuck on an error or problem? Then a troubleshooting article is more effective. Does someone need a quick answer to a frequently asked question? Then an FAQ article offers the most value. And is someone looking for technical details or a comprehensive overview? Then a reference article is the right choice.
A good mix of these types ensures that your knowledge base for customer service teams effectively supports both self-service customers and employees, and systematically reduces the volume of incoming inquiries.
What is the difference between a how-to article and a problem-solving article?
A how-to article explains step by step how to do something, while a troubleshooting article focuses on diagnosing and resolving an error or issue. The main difference lies in the reader’s starting point: in a how-to article, the reader knows what they want to achieve; in a troubleshooting article, the reader knows what’s going wrong.
Characteristics of a “how-to” article
A how-to article follows a fixed, logical sequence of steps. It begins at the reader’s starting point and ends with a successful outcome. The tone is instructional, and the structure is numbered so that the reader can follow along step by step without skipping anything. Examples include: “How do you set up an auto-reply?” or “How do you add a new user?”
Characteristics of a troubleshooting article
A troubleshooting article begins with a symptom or error message and works toward the cause and solution. It often includes multiple possible causes with corresponding solutions, since the same symptom can have different causes. The structure is more branching than linear. Examples include: “Why isn’t the customer receiving a confirmation email?” or “What should you do if the connection drops?”
When should you use an FAQ article instead of another type?
You should use an FAQ article when several short, unrelated questions on a single topic can be grouped together in a single overview. An FAQ article is best suited for questions that require a direct, concise answer and do not need to be broken down into steps or a diagnosis. It’s the ideal format for visitors who are just exploring and want to scan the content quickly.
An FAQ article works well when:
- The questions should be answered briefly and independently (fewer than 100 words per answer)
- There is no logical order among the questions
- The questions are frequently asked across various channels, such as phone, chat, and email
- The goal is to provide information quickly, not to guide someone through a process
Don’t use an FAQ article if the questions actually require step-by-step instructions or if the answers are so long that they deserve their own article. In that case, split the questions into separate how-to or troubleshooting articles and link to those pages from the FAQ.
What is a reference article, and when is it needed?
A reference article is an overview document that contains factual information, definitions, settings, or specifications without a narrative explanation or step-by-step guide. It is intended as a reference work: readers do not consult it from beginning to end, but look up specific information within it. Reference articles are necessary when employees or customers regularly need the same factual information.
Typical examples of reference articles include:
- Lists of available settings and their meanings
- Lists of error codes and their corresponding descriptions
- Glossaries and definitions
- Lists of business hours, contact information, or procedures by department
- Technical specifications of products or systems
A reference article is needed as soon as you notice that employees are repeatedly asking the same factual questions or that customers are looking for specific information that is currently scattered across multiple sources. By compiling this information into a single, structured article, you save search time and prevent inconsistent answers.
How do you determine what type of knowledge base article to write?
You can determine the right type of knowledge base article by starting with the question the reader is asking and the situation in which that question arises. Ask yourself three questions: What does the reader want to achieve? What does the reader already know? And how urgent is the situation? The answers will lead you directly to the right type of article.
Use this as a guideline:
- Does the reader want to learn how to do something? Write a how-to article with numbered steps.
- Is the reader stuck on something? Write a troubleshooting article with symptoms and solutions.
- Does the reader need a quick answer to a simple question? Write an FAQ article.
- Is the reader looking for specific factual information? Write a reference article.
If you’re unsure, take a look at the most frequently asked questions through your customer service channels. Which questions come up most often via phone, chat, or email? The way those questions are phrased already gives you a clue as to what type of article will be most effective. “How can I…” calls for a how-to guide. “Why doesn’t… work?” calls for a troubleshooting guide. “What is…?” calls for a reference or FAQ.
Which knowledge base articles reduce contact volume the most?
Troubleshooting articles and FAQs address the most urgent and frequently asked customer questions, thereby reducing the volume of customer inquiries the most. Customers who get stuck or are looking for a quick answer are most likely to reach out if they can’t find that answer on their own right away. High-quality self-service content available at exactly those moments keeps inquiries from reaching customer service.
The articles with the greatest impact on contact volume are:
- Troubleshooting articles for common errors: if customers can resolve an issue on their own, they won’t need to call
- FAQ articles about processes and procedures: think of recurring questions about delivery times, invoices, or account management
- How-to articles for onboarding: New customers or users ask the most questions in the first few weeks
- Reference articles with contact information and business hours: this prevents customers from calling just to ask when they can call
The key is measurement. Identify the topics that come up most often in your contact channels and write articles about those first. Even a small knowledge base with five to ten well-written articles addressing the most frequently asked questions can lead to a noticeable decrease in the volume of incoming inquiries.
How Pegamento Helps You Set Up an Effective Knowledge Base
We understand that setting up a knowledge base involves more than just writing articles. It’s about having the right structure, integrating it properly with your customer engagement channels, and measuring its impact. Pegamento helps organizations set up a knowledge base that really works, as part of a broader customer engagement platform.
What we offer in this regard:
- Analysis of the most common contact volume to determine which items have the greatest impact
- Integration of the knowledge base into your omnichannel customer contact environment, so that employees and customers can find the same information across all channels
- Integration with AI-driven assistants that automatically retrieve and present the relevant knowledge base articles
- Reporting and insights into which articles are being viewed and which questions remain unanswered
- Everything under one roof: from consulting and implementation to management and ongoing development, without complex supplier structures
Would you like to know how a well-designed knowledge base can enhance your contact center technology and reduce contact volume on a long-term basis? Contact us, and we’ll work with you to explore the possibilities for your organization.
Frequently Asked Questions
What is the minimum number of articles I need for a knowledge base to work effectively?
There is no set minimum number, but a knowledge base with five to ten well-written articles addressing the most frequently asked questions can already result in a noticeable decrease in contact volume. Start with the topics that come up most frequently via phone, chat, and email, and gradually expand the knowledge base based on new questions and metrics. Quality and relevance matter more than quantity.
What are common mistakes when writing knowledge base articles?
Schedule a regular review cycle—for example, quarterly—during which you check the most-visited and most outdated articles for accuracy. Link article management to your internal change processes: when a product, procedure, or policy changes, this automatically triggers an update to the corresponding knowledge base article. In addition, use reports on search behavior and unanswered queries to identify which articles no longer address customers’ questions.
Can a single article combine multiple types, such as a how-to with a troubleshooting section?
That’s possible, but it’s better to keep article types separate for readability and discoverability. A reader who’s stuck on an error thinks differently than a reader who wants to learn how to do something, and a combined article serves both intentions but neither optimally. Instead, write two separate articles and link from the how-to article to the corresponding troubleshooting article as a supplement.
How do I ensure that customers actually find my knowledge base articles?
Make sure the knowledge base is well integrated into the channels where customers already are: on your website, in your chat window, in confirmation emails, and on your contact page. Use titles that match the exact wording customers use, because customers search using their own words, not your internal terminology. Also, consider an AI-powered search assistant that automatically picks out relevant articles based on the question a customer asks.
What’s the difference between an internal knowledge base for employees and an external knowledge base for customers?
An internal knowledge base is aimed at employees and often contains more detailed process information, escalation paths, and internal policies that are not intended for customers. An external knowledge base is written from the customer’s perspective: easy to understand, jargon-free, and focused on self-service. In practice, the article types overlap significantly, but the tone, level of detail, and available information differ. Some organizations manage both from the same platform, with separate access rights for each target group.
How do I measure whether my knowledge base articles are actually helping to reduce the number of customer interactions?
Look at two indicators: the number of views per article and the trend in incoming contact volume for the topics you’ve documented. If an article is viewed frequently but the contact volume on that topic doesn’t decrease, the article is likely not clear or comprehensive enough. Additional indicators include unsuccessful search queries, low customer satisfaction scores for specific articles, and questions that employees continue to receive even though an article on the topic already exists.
