TEMPLATE KBA - What question is your article answering?

1. Article Title

• Should be clear, concise, and searchable.

• Use natural language similar to what a user would type into Google or HubSpot search.

• Avoid internal jargon unless the article is internal-only.

2. Summary / Purpose

• Provide a 1–2 sentence overview describing:

  • What the article covers

  • When someone would use this information

• Example: “This article explains how to create a new Deal in HubSpot, including required fields and stage guidance.”

3. Who This Is For

• Identify the audience (Sales Reps, Customer Service, Marketing, New Hires, External Customers, etc.)

• Helps avoid confusion and ensures the right people are reading the right content.

4. Prerequisites

• List anything the reader must know or have access to before following the instructions.

• Examples:

  • Required permissions or system access

  • Required forms or data

  • Related setup steps

• Optional: Link to other KB articles they should review first.

5. Step-by-Step Instructions

Use consistent formatting:

• Numbered steps

• Screenshots when relevant

• Short, clear sentences

• Bold for button names (ex: Create Deal)

• Keep one action per step

Example Format:

1. Navigate to Sales > Deals.

2. Click Create Deal in the upper-right corner.

3. Enter the required fields listed below.

4. Click Create to save.

6. Required Fields / Rules (if applicable)

• Clearly label Required, Optional, and Conditional fields.

• Add definitions so the user knows why something matters.

• Use callouts if rules differ by department or pipeline.

7. Visual Aids

Encourage including:

• Screenshots (cropped to relevant area)

• Examples (good vs. bad entries)

• Short video snippets, if helpful

Tip: Ask contributors to highlight or circle important sections so screenshots aren’t overwhelming.

8. Best Practices / Tips

• Add “Dos and Don’ts”

• Common mistakes to avoid

• Time-saving shortcuts

• Clarify when to escalate something

This section often becomes one of the most valuable for readers.

9. FAQs (Optional but recommended)

• List common questions users ask.

• Short answers, bullet-point format.

10. Related Articles

• Use a “You may also like” or “Related info” section.

• Link to workflows, policies, or other KB articles.

11. Contact for Support

• A simple line like:

  • “If you need additional help, contact the CRM team at [email].”

• Or link to an internal form/ticketing system.

12. Additional Settings:

• Click on the Settings button on the top right to add additional items such as:

  • Categories, Tags & metadata, etc.