Why English? | Writing a Knowledge Base Article Through Search Intent, Scope, Steps, Evidence, Screenshots, Troubleshooting, Ownership and Review

ORIENTATION

What this guide covers

Current fact check

Checked on 8 November 2026, Microsoft Learn’s current knowledge-article documentation described a descriptive title, search keywords, a short description, article content, review and publication. Its official style guidance prioritised customer intent, everyday words, concise scannable procedures, supportive tone and wording that works across localisation and machine translation.

What this guide does not cover

This article focuses on a single task or troubleshooting knowledge base article. It does not own general FAQs, workplace knowledge-base architecture, AI retrieval systems, software user manuals, standard operating procedures, release notes or customer complaint replies.

Worked example

Every chapter returns to a fictional polytechnic help centre article for students whose print job remains in “held” status because the campus printing account has insufficient credit or the selected printer requires manual release. It is fictional, low-stakes and educational; it does not report a real school, clinical decision or guaranteed outcome.

Warm up with eduKate’s guides to explaining scientific evidence and asking better questions in class.

CHAPTER 1 OF 16

1. Choose One Support Outcome

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Why this move matters

Define the single question, task or symptom the article will resolve and move adjacent needs elsewhere.

Match one article to one support outcome

Define the single question, task or symptom the article will resolve and move adjacent needs elsewhere. Start with the words users search, the situation they are in and the result they need. Give the article a precise title and a boundary that prevents several problems from collapsing together.

Reproduce the issue before publishing

In the worked help centre, The article explains a held print job; adding printer installation and refund requests would blur the route. Confirm the symptoms, environment, permissions, current interface and successful resolution so the article does not turn one lucky fix into universal advice.

Design for scanning and safe branching

Put the quickest safe check first, use short numbered procedures, label alternatives and explain what evidence should appear after each step. Screenshots support the text; they do not replace it.

Give the page an owner and review trigger

Some journeys need a series with clear links rather than one giant page. Record product version, last review, feedback route, escalation boundary and events that require revalidation, such as interface, policy or security changes.

Student, parent and career transfer

Make one evidence card for “Choose One Support Outcome”: source location, plain-language meaning, limit and next question. A parent or teacher can ask for one everyday explanation and one specialist explanation; both must preserve the same conditions. This habit supports customer support, IT service management, content design, technical writing, school administration, product operations and digital self-service without promising a grade, admission, funding decision or job.

CHAPTER 2 OF 16

2. Collect the Words Users Actually Use

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Why this move matters

Review support tickets, site searches and conversations for plain-language phrases and legitimate synonyms.

Match one article to one support outcome

Review support tickets, site searches and conversations for plain-language phrases and legitimate synonyms. Start with the words users search, the situation they are in and the result they need. Give the article a precise title and a boundary that prevents several problems from collapsing together.

Reproduce the issue before publishing

In the worked help centre, Students search “print stuck,” “held job” and “printing credit” rather than the internal queue-state code. Confirm the symptoms, environment, permissions, current interface and successful resolution so the article does not turn one lucky fix into universal advice.

Design for scanning and safe branching

Put the quickest safe check first, use short numbered procedures, label alternatives and explain what evidence should appear after each step. Screenshots support the text; they do not replace it.

Give the page an owner and review trigger

Search phrases reveal language, not automatically the correct diagnosis. Record product version, last review, feedback route, escalation boundary and events that require revalidation, such as interface, policy or security changes.

Student, parent and career transfer

Make one evidence card for “Collect the Words Users Actually Use”: source location, plain-language meaning, limit and next question. A parent or teacher can ask for one everyday explanation and one specialist explanation; both must preserve the same conditions. This habit supports customer support, IT service management, content design, technical writing, school administration, product operations and digital self-service without promising a grade, admission, funding decision or job.

CHAPTER 3 OF 16

3. Write a Title That Names the Problem and Result

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Why this move matters

Put the recognisable symptom or task first and avoid clever wording that hides the subject.

Match one article to one support outcome

Put the recognisable symptom or task first and avoid clever wording that hides the subject. Start with the words users search, the situation they are in and the result they need. Give the article a precise title and a boundary that prevents several problems from collapsing together.

Reproduce the issue before publishing

In the worked help centre, “Release a held campus print job” is clearer than “Printing workflow assistance.” Confirm the symptoms, environment, permissions, current interface and successful resolution so the article does not turn one lucky fix into universal advice.

Design for scanning and safe branching

Put the quickest safe check first, use short numbered procedures, label alternatives and explain what evidence should appear after each step. Screenshots support the text; they do not replace it.

Give the page an owner and review trigger

A title should not promise success when access or hardware may prevent it. Record product version, last review, feedback route, escalation boundary and events that require revalidation, such as interface, policy or security changes.

Student, parent and career transfer

Make one evidence card for “Write a Title That Names the Problem and Result”: source location, plain-language meaning, limit and next question. A parent or teacher can ask for one everyday explanation and one specialist explanation; both must preserve the same conditions. This habit supports customer support, IT service management, content design, technical writing, school administration, product operations and digital self-service without promising a grade, admission, funding decision or job.

CHAPTER 4 OF 16

4. State Scope, Audience and Prerequisites Early

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Why this move matters

Tell readers which service, account, device, permissions and situation the article covers.

Match one article to one support outcome

Tell readers which service, account, device, permissions and situation the article covers. Start with the words users search, the situation they are in and the result they need. Give the article a precise title and a boundary that prevents several problems from collapsing together.

Reproduce the issue before publishing

In the worked help centre, The article applies to current students using the campus web print portal and supported release stations. Confirm the symptoms, environment, permissions, current interface and successful resolution so the article does not turn one lucky fix into universal advice.

Design for scanning and safe branching

Put the quickest safe check first, use short numbered procedures, label alternatives and explain what evidence should appear after each step. Screenshots support the text; they do not replace it.

Give the page an owner and review trigger

Interface versions and local policies can change. Record product version, last review, feedback route, escalation boundary and events that require revalidation, such as interface, policy or security changes.

Student, parent and career transfer

Make one evidence card for “State Scope, Audience and Prerequisites Early”: source location, plain-language meaning, limit and next question. A parent or teacher can ask for one everyday explanation and one specialist explanation; both must preserve the same conditions. This habit supports customer support, IT service management, content design, technical writing, school administration, product operations and digital self-service without promising a grade, admission, funding decision or job.

CHAPTER 5 OF 16

5. Verify the Problem Before Recommending a Fix

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Why this move matters

Reproduce the symptom in an approved test environment and confirm which evidence distinguishes likely causes.

Match one article to one support outcome

Reproduce the symptom in an approved test environment and confirm which evidence distinguishes likely causes. Start with the words users search, the situation they are in and the result they need. Give the article a precise title and a boundary that prevents several problems from collapsing together.

Reproduce the issue before publishing

In the worked help centre, A held status can mean insufficient credit or required station release; the current balance and queue message separate them. Confirm the symptoms, environment, permissions, current interface and successful resolution so the article does not turn one lucky fix into universal advice.

Design for scanning and safe branching

Put the quickest safe check first, use short numbered procedures, label alternatives and explain what evidence should appear after each step. Screenshots support the text; they do not replace it.

Give the page an owner and review trigger

Production access and personal data require authorised handling. Record product version, last review, feedback route, escalation boundary and events that require revalidation, such as interface, policy or security changes.

Student, parent and career transfer

Make one evidence card for “Verify the Problem Before Recommending a Fix”: source location, plain-language meaning, limit and next question. A parent or teacher can ask for one everyday explanation and one specialist explanation; both must preserve the same conditions. This habit supports customer support, IT service management, content design, technical writing, school administration, product operations and digital self-service without promising a grade, admission, funding decision or job.

CHAPTER 6 OF 16

6. Put the Safest Quick Check First

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Why this move matters

Begin with a low-risk check that can confirm direction without deleting work or changing settings unnecessarily.

Match one article to one support outcome

Begin with a low-risk check that can confirm direction without deleting work or changing settings unnecessarily. Start with the words users search, the situation they are in and the result they need. Give the article a precise title and a boundary that prevents several problems from collapsing together.

Reproduce the issue before publishing

In the worked help centre, The student checks the balance and exact queue message before resubmitting the file. Confirm the symptoms, environment, permissions, current interface and successful resolution so the article does not turn one lucky fix into universal advice.

Design for scanning and safe branching

Put the quickest safe check first, use short numbered procedures, label alternatives and explain what evidence should appear after each step. Screenshots support the text; they do not replace it.

Give the page an owner and review trigger

Quick does not mean universal; explain when to use another route. Record product version, last review, feedback route, escalation boundary and events that require revalidation, such as interface, policy or security changes.

Student, parent and career transfer

Make one evidence card for “Put the Safest Quick Check First”: source location, plain-language meaning, limit and next question. A parent or teacher can ask for one everyday explanation and one specialist explanation; both must preserve the same conditions. This habit supports customer support, IT service management, content design, technical writing, school administration, product operations and digital self-service without promising a grade, admission, funding decision or job.

CHAPTER 7 OF 16

7. Write Numbered Steps With Expected Results

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Why this move matters

Use one action per step and state what the user should see after important transitions.

Match one article to one support outcome

Use one action per step and state what the user should see after important transitions. Start with the words users search, the situation they are in and the result they need. Give the article a precise title and a boundary that prevents several problems from collapsing together.

Reproduce the issue before publishing

In the worked help centre, After selecting Release, the portal shows the target printer and a confirmation state. Confirm the symptoms, environment, permissions, current interface and successful resolution so the article does not turn one lucky fix into universal advice.

Design for scanning and safe branching

Put the quickest safe check first, use short numbered procedures, label alternatives and explain what evidence should appear after each step. Screenshots support the text; they do not replace it.

Give the page an owner and review trigger

Exact labels and locations must match the current interface. Record product version, last review, feedback route, escalation boundary and events that require revalidation, such as interface, policy or security changes.

Student, parent and career transfer

Make one evidence card for “Write Numbered Steps With Expected Results”: source location, plain-language meaning, limit and next question. A parent or teacher can ask for one everyday explanation and one specialist explanation; both must preserve the same conditions. This habit supports customer support, IT service management, content design, technical writing, school administration, product operations and digital self-service without promising a grade, admission, funding decision or job.

CHAPTER 8 OF 16

8. Use Screenshots as Supporting Evidence

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Why this move matters

Crop to the relevant region, protect private data, add text alternatives and keep the instruction complete without the image.

Match one article to one support outcome

Crop to the relevant region, protect private data, add text alternatives and keep the instruction complete without the image. Start with the words users search, the situation they are in and the result they need. Give the article a precise title and a boundary that prevents several problems from collapsing together.

Reproduce the issue before publishing

In the worked help centre, The screenshot highlights the queue status while replacing names and document titles with test data. Confirm the symptoms, environment, permissions, current interface and successful resolution so the article does not turn one lucky fix into universal advice.

Design for scanning and safe branching

Put the quickest safe check first, use short numbered procedures, label alternatives and explain what evidence should appear after each step. Screenshots support the text; they do not replace it.

Give the page an owner and review trigger

A screenshot can expose identifiers or become obsolete quickly. Record product version, last review, feedback route, escalation boundary and events that require revalidation, such as interface, policy or security changes.

Student, parent and career transfer

Make one evidence card for “Use Screenshots as Supporting Evidence”: source location, plain-language meaning, limit and next question. A parent or teacher can ask for one everyday explanation and one specialist explanation; both must preserve the same conditions. This habit supports customer support, IT service management, content design, technical writing, school administration, product operations and digital self-service without promising a grade, admission, funding decision or job.

CHAPTER 9 OF 16

9. Design Alternatives as Labelled Branches

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Why this move matters

Separate paths by observable conditions rather than mixing several possible fixes in one paragraph.

Match one article to one support outcome

Separate paths by observable conditions rather than mixing several possible fixes in one paragraph. Start with the words users search, the situation they are in and the result they need. Give the article a precise title and a boundary that prevents several problems from collapsing together.

Reproduce the issue before publishing

In the worked help centre, If credit is low, top up through the approved route; if release is required, use the station path. Confirm the symptoms, environment, permissions, current interface and successful resolution so the article does not turn one lucky fix into universal advice.

Design for scanning and safe branching

Put the quickest safe check first, use short numbered procedures, label alternatives and explain what evidence should appear after each step. Screenshots support the text; they do not replace it.

Give the page an owner and review trigger

Do not imply that every held job has one of only two causes. Record product version, last review, feedback route, escalation boundary and events that require revalidation, such as interface, policy or security changes.

Student, parent and career transfer

Make one evidence card for “Design Alternatives as Labelled Branches”: source location, plain-language meaning, limit and next question. A parent or teacher can ask for one everyday explanation and one specialist explanation; both must preserve the same conditions. This habit supports customer support, IT service management, content design, technical writing, school administration, product operations and digital self-service without promising a grade, admission, funding decision or job.

CHAPTER 10 OF 16

10. Explain Troubleshooting Without Random Trials

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Why this move matters

Move from symptom to evidence, safe check, result and next action, preserving useful error wording.

Match one article to one support outcome

Move from symptom to evidence, safe check, result and next action, preserving useful error wording. Start with the words users search, the situation they are in and the result they need. Give the article a precise title and a boundary that prevents several problems from collapsing together.

Reproduce the issue before publishing

In the worked help centre, A failed release records printer name, time and message before the student retries once. Confirm the symptoms, environment, permissions, current interface and successful resolution so the article does not turn one lucky fix into universal advice.

Design for scanning and safe branching

Put the quickest safe check first, use short numbered procedures, label alternatives and explain what evidence should appear after each step. Screenshots support the text; they do not replace it.

Give the page an owner and review trigger

Repeated retries can create duplicates, cost or lost evidence. Record product version, last review, feedback route, escalation boundary and events that require revalidation, such as interface, policy or security changes.

Student, parent and career transfer

Make one evidence card for “Explain Troubleshooting Without Random Trials”: source location, plain-language meaning, limit and next question. A parent or teacher can ask for one everyday explanation and one specialist explanation; both must preserve the same conditions. This habit supports customer support, IT service management, content design, technical writing, school administration, product operations and digital self-service without promising a grade, admission, funding decision or job.

CHAPTER 11 OF 16

11. Set a Clear Escalation Boundary

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Why this move matters

Name conditions requiring staff support and list the minimum safe information to provide.

Match one article to one support outcome

Name conditions requiring staff support and list the minimum safe information to provide. Start with the words users search, the situation they are in and the result they need. Give the article a precise title and a boundary that prevents several problems from collapsing together.

Reproduce the issue before publishing

In the worked help centre, Unexpected charges, inaccessible controls or repeated failures after one verified retry go to the help desk with job ID and time. Confirm the symptoms, environment, permissions, current interface and successful resolution so the article does not turn one lucky fix into universal advice.

Design for scanning and safe branching

Put the quickest safe check first, use short numbered procedures, label alternatives and explain what evidence should appear after each step. Screenshots support the text; they do not replace it.

Give the page an owner and review trigger

Never request passwords, sensitive identity data or files without an authorised need. Record product version, last review, feedback route, escalation boundary and events that require revalidation, such as interface, policy or security changes.

Student, parent and career transfer

Make one evidence card for “Set a Clear Escalation Boundary”: source location, plain-language meaning, limit and next question. A parent or teacher can ask for one everyday explanation and one specialist explanation; both must preserve the same conditions. This habit supports customer support, IT service management, content design, technical writing, school administration, product operations and digital self-service without promising a grade, admission, funding decision or job.

CHAPTER 12 OF 16

12. Link Policies and Related Tasks Descriptively

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Why this move matters

Connect refunds, accessibility support or account help only where the reader may genuinely need the next route.

Match one article to one support outcome

Connect refunds, accessibility support or account help only where the reader may genuinely need the next route. Start with the words users search, the situation they are in and the result they need. Give the article a precise title and a boundary that prevents several problems from collapsing together.

Reproduce the issue before publishing

In the worked help centre, The article links “request review of an incorrect print charge,” not “click here.” Confirm the symptoms, environment, permissions, current interface and successful resolution so the article does not turn one lucky fix into universal advice.

Design for scanning and safe branching

Put the quickest safe check first, use short numbered procedures, label alternatives and explain what evidence should appear after each step. Screenshots support the text; they do not replace it.

Give the page an owner and review trigger

A link should not send readers to a broad homepage when a verified destination exists. Record product version, last review, feedback route, escalation boundary and events that require revalidation, such as interface, policy or security changes.

Student, parent and career transfer

Make one evidence card for “Link Policies and Related Tasks Descriptively”: source location, plain-language meaning, limit and next question. A parent or teacher can ask for one everyday explanation and one specialist explanation; both must preserve the same conditions. This habit supports customer support, IT service management, content design, technical writing, school administration, product operations and digital self-service without promising a grade, admission, funding decision or job.

CHAPTER 13 OF 16

13. Edit for Scanning, Tone and Translation

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Why this move matters

Use informative headings, short paragraphs, consistent terms and calm language that remains grammatical when translated.

Match one article to one support outcome

Use informative headings, short paragraphs, consistent terms and calm language that remains grammatical when translated. Start with the words users search, the situation they are in and the result they need. Give the article a precise title and a boundary that prevents several problems from collapsing together.

Reproduce the issue before publishing

In the worked help centre, The article says “Check your current balance” consistently rather than switching among wallet, credit and funds. Confirm the symptoms, environment, permissions, current interface and successful resolution so the article does not turn one lucky fix into universal advice.

Design for scanning and safe branching

Put the quickest safe check first, use short numbered procedures, label alternatives and explain what evidence should appear after each step. Screenshots support the text; they do not replace it.

Give the page an owner and review trigger

Short wording must still preserve necessary conditions and warnings. Record product version, last review, feedback route, escalation boundary and events that require revalidation, such as interface, policy or security changes.

Student, parent and career transfer

Make one evidence card for “Edit for Scanning, Tone and Translation”: source location, plain-language meaning, limit and next question. A parent or teacher can ask for one everyday explanation and one specialist explanation; both must preserve the same conditions. This habit supports customer support, IT service management, content design, technical writing, school administration, product operations and digital self-service without promising a grade, admission, funding decision or job.

CHAPTER 14 OF 16

14. Assign an Owner, Version and Review Trigger

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Why this move matters

Record who maintains the article, which service version it reflects and what changes force revalidation.

Match one article to one support outcome

Record who maintains the article, which service version it reflects and what changes force revalidation. Start with the words users search, the situation they are in and the result they need. Give the article a precise title and a boundary that prevents several problems from collapsing together.

Reproduce the issue before publishing

In the worked help centre, The campus IT service desk owns the page and reviews it after portal, pricing or printer-fleet changes. Confirm the symptoms, environment, permissions, current interface and successful resolution so the article does not turn one lucky fix into universal advice.

Design for scanning and safe branching

Put the quickest safe check first, use short numbered procedures, label alternatives and explain what evidence should appear after each step. Screenshots support the text; they do not replace it.

Give the page an owner and review trigger

A scheduled review is not evidence that no earlier change occurred. Record product version, last review, feedback route, escalation boundary and events that require revalidation, such as interface, policy or security changes.

Student, parent and career transfer

Make one evidence card for “Assign an Owner, Version and Review Trigger”: source location, plain-language meaning, limit and next question. A parent or teacher can ask for one everyday explanation and one specialist explanation; both must preserve the same conditions. This habit supports customer support, IT service management, content design, technical writing, school administration, product operations and digital self-service without promising a grade, admission, funding decision or job.

CHAPTER 15 OF 16

15. Publish Through Review and Approval

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Why this move matters

Check factual accuracy, privacy, security, accessibility, links and organisational policy before the page becomes searchable.

Match one article to one support outcome

Check factual accuracy, privacy, security, accessibility, links and organisational policy before the page becomes searchable. Start with the words users search, the situation they are in and the result they need. Give the article a precise title and a boundary that prevents several problems from collapsing together.

Reproduce the issue before publishing

In the worked help centre, A service owner validates process, support checks data requests and a content reviewer tests findability. Confirm the symptoms, environment, permissions, current interface and successful resolution so the article does not turn one lucky fix into universal advice.

Design for scanning and safe branching

Put the quickest safe check first, use short numbered procedures, label alternatives and explain what evidence should appear after each step. Screenshots support the text; they do not replace it.

Give the page an owner and review trigger

Approval roles should match risk rather than create unnecessary delay. Record product version, last review, feedback route, escalation boundary and events that require revalidation, such as interface, policy or security changes.

Student, parent and career transfer

Make one evidence card for “Publish Through Review and Approval”: source location, plain-language meaning, limit and next question. A parent or teacher can ask for one everyday explanation and one specialist explanation; both must preserve the same conditions. This habit supports customer support, IT service management, content design, technical writing, school administration, product operations and digital self-service without promising a grade, admission, funding decision or job.

CHAPTER 16 OF 16

16. Measure Usefulness and Retire Outdated Pages

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Why this move matters

Review search exits, feedback, support contacts, failed paths and duplicate articles, then improve, redirect or archive with care.

Match one article to one support outcome

Review search exits, feedback, support contacts, failed paths and duplicate articles, then improve, redirect or archive with care. Start with the words users search, the situation they are in and the result they need. Give the article a precise title and a boundary that prevents several problems from collapsing together.

Reproduce the issue before publishing

In the worked help centre, Searches find the page, but continued tickets reveal that the low-credit branch needs clearer evidence. Confirm the symptoms, environment, permissions, current interface and successful resolution so the article does not turn one lucky fix into universal advice.

Design for scanning and safe branching

Put the quickest safe check first, use short numbered procedures, label alternatives and explain what evidence should appear after each step. Screenshots support the text; they do not replace it.

Give the page an owner and review trigger

Page views alone do not prove successful resolution. Record product version, last review, feedback route, escalation boundary and events that require revalidation, such as interface, policy or security changes.

Student, parent and career transfer

Make one evidence card for “Measure Usefulness and Retire Outdated Pages”: source location, plain-language meaning, limit and next question. A parent or teacher can ask for one everyday explanation and one specialist explanation; both must preserve the same conditions. This habit supports customer support, IT service management, content design, technical writing, school administration, product operations and digital self-service without promising a grade, admission, funding decision or job.

PRACTICE LAB

Build a knowledge base article decision trail

Student route

1. Choose one original report inside this guide’s scope.
2. Copy its objective and underline actor, action, context, evidence and intended decision.
3. Draw the specific reasoning chain used in this article.
4. Mark each step reported, inferred, contested or unknown.
5. Rewrite the conclusion so it preserves the narrowest important limitation.

Parent or teacher route

Ask the learner to explain turn a repeated support question into a findable, testable and maintainable knowledge base article twice: once to a classmate and once to a method specialist. Praise a precise correction and a well-stated unknown; both show disciplined attention to evidence.

Early-career route

Create a one-page knowledge base article audit with source link, date checked, scope, method logic, decisive wording, contrary evidence, limit and next action. A colleague should be able to continue without guessing.

Continue with eduKate’s guides to reading course and career information and giving useful feedback in group projects.

USEFUL NEXT READING

Connect this narrow owner to its neighbour

Read the helpful FAQ guide for a related but different reader job. Return here when the question is specifically how to turn a repeated support question into a findable, testable and maintainable knowledge base article. Use each guide for the reader task named in its heading.

For English practice across research, school and career communication, visit the Singapore English Tuition Centre learning site.

FREQUENTLY ASKED QUESTIONS

Questions students and parents often ask

Is a knowledge base article the same as an FAQ?

No. An FAQ gives short answers across questions; a knowledge article usually owns one task or problem in more depth.

How long should the article be?

Long enough to complete the defined outcome safely, with related tasks separated when they obscure the route.

Should I put keywords into every paragraph?

No. Use the natural terms users need in the title, description, headings and explanation without repetition for its own sake.

Are screenshots necessary?

Only when they make location or state clearer. Keep essential instructions in text and protect private data.

Who should approve the page?

Use roles appropriate to the risk: content, service, technical, privacy, security or legal reviewers as needed.

How do I know the page works?

Combine task testing, search and support evidence, feedback and maintenance checks; page views alone are insufficient.