Write a knowledge base article

Build top down: a collection for the broad area, sections inside it, then articles.

1. 1Check the existing collections first, so you add to one rather than creating a near-duplicate.
2. 2Create the collection if none fits, then a section inside it.
3. 3Write the article.
4. 4Set it to published when it is ready. Leave it as a draft while it is not — drafts are not used for answers.

One topic per article. An article covering five things matches searches about all five and answers none of them properly. Split it.

Write it so it stands alone. Articles are found by search, so a reader arrives in the middle with no idea what came before. State what the thing is, why it matters, and exactly what to do, with the actual names, numbers and conditions rather than gesturing at them. An article that is a list of one-line headings looks organised and tells nobody anything.

Title it the way people ask. Search matches on wording, so "What counts as a project" finds more readers than "Project definition policy". Use the words your colleagues actually use, including the informal ones.

Say when it was decided and by whom for anything that is a decision rather than a fact. Six months later the useful question is usually whether it still applies, and an article with no date cannot answer it.

Keep articles that customers might read separate from internal ones — the support chatbot can draw on published articles.