Documentation that reduces tickets.
WHAT TO INCLUDE
Getting started Common tasks Troubleshooting for frequent problems Policies customers ask about
WHAT MAKES AN ARTICLE USEFUL
One topic A title matching how people ask Steps that work exactly What to do if it does not work
WHAT TITLES SHOULD LOOK LIKE
The customer's question, roughly.
WHY
It matches what they type into search.
WHAT TO AVOID
Internal terminology Titles nobody would search for Articles covering several unrelated things
WHAT STRUCTURE WORKS
The answer first, detail after.
WHY
Most readers need only the answer.
WHAT TO KEEP CURRENT
Everything.
HOW
Update articles as part of shipping any change.
WHAT DECAY LOOKS LIKE
Instructions referencing buttons that moved.
WHY IT MATTERS
Wrong documentation is worse than none, because it wastes time and destroys trust.
WHAT TO REVIEW
Articles with poor feedback Articles preceding tickets
WHAT THAT SECOND SIGNAL MEANS
The article failed.
WHAT TO ADD TO EVERY ARTICLE
A way to say it did not help, and a route to support.
WHAT TO TRACK
Which articles prevent contact.
