The Knowledge Base application template helps teams manage the information that is resident within their organization. When writing new articles for your knowledge base, check out this guide for writing effective knowledge base articles. If you made templates in an earlier version of Word, you can still use them in Word 2013. Template library Select Add. Adjust the layout as you wish. Write titles based on this information. After all, since not every problem can be completely resolved, the solution may be an improvement of the problem or an update of a product to avoid a former glitch. Select a template thumbnail to see a larger preview. It's important that your knowledge base articles not only contain the solution that the customer is looking for, but is also formatted in a way that makes the answer clear and obvious. While many customers will search specific questions to solve problems, they may also use the database as a way to browse through related topics. In those cases, you can skip this step. You may unsubscribe from these communications at any time. In the Choose Language dialog box, select the language for the template, and then select OK. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '2e6f527c-d9c5-4a8e-a3ab-aea1faa971db', {}); Originally published Mar 14, 2019 8:00:00 AM, updated April 17 2020, An Easy Guide to Writing Effective Knowledge Base Articles [+ Templates], This Data Shows Why Brands Need a Knowledge Base in 2020, Do Customers More Frequently Use Chat or Phone Support? After stating the problem, you should immediately jump into showing readers how they can solve the problem. This means your articles should be categorized by sections and sub-sections. To quickly find an article in the Microsoft Knowledge Base, you can search by using keywords and query words. In this example, we are selecting the language as English – United States. Create a custom photo card, pitch your million-dollar idea, or plan your next family vacation with Microsoft Office templates. Knowledge v3 articles go into Review or Published state, depending on the workflow attached to the knowledge base (Approval Publish or Instant Publish). Rather, it's evolving to fit the changing needs of customers. Office of Information Technology. To create a new article template, select New. The first step is to move them into the Custom Office Templates folder where Word can find them. Utilizing the common knowledge base article templates can play an instrumental role in determining the effectiveness of your self-service customer support. Start off the article by stating what the problem is, for scenarios that are problem-solution based. Knowledge Base. Select File > New to find a Word template Enter a template type, such as business, resume, or invoice, in the Search for online templates box. Sometimes, an article can get pretty long, especially if you've updated it with added information. This will help customers gain a more well-rounded education on the topic at hand. I was able to pull in the title fine, and the subject, but the content of the kb article just comes over as plain html, it does this when choosing rich text … The data is either collected and stored through artificial intelligence or manually uploaded by expert contributors. Free and premium plans, Content management system software. The data is either collected and stored through artificial intelligence or manually uploaded by expert contributors. How-to articles are typically brief. Knowledge article templates Article templates have pre-defined fields structured in a specific order. On the New Knowledge Article Template page, enter the values for the required fields that you want to pre-populate when the template is selected.