Writing Knowledge Articles that Console Can Use Effectively
Overview
Console uses internal knowledge articles to help answer employee questions consistently and accurately. Well-written knowledge articles make it easier for Console to respond to common requests and reduce the need for manual intervention by IT teams. This guide outlines how to write and maintain knowledge articles so they can be used effectively within Console.
How Console uses knowledge articles
Console integrates with your existing knowledge bases and ingests approved articles into Console’s Knowledge Base. These articles serve as trusted sources that Console can reference when handling employee requests.
Console does not pull information from external sources. All responses are grounded in the documentation and links your team has explicitly added to the Knowledge Base.
What makes a knowledge article effective
Knowledge articles are most effective when they are clear, focused, and aligned with the types of questions employees actually ask. Effective articles typically:
Address a single topic or question
Use straightforward, unambiguous language
Reflect current company policies or processes
Contain information employees are permitted to see
Keeping articles concise and clear helps ensure they can be reused consistently across requests.
Writing articles for question-based use
Because employees interact with Console by asking questions, knowledge articles should be written with those questions in mind. Articles work best when they are structured as direct answers rather than long-form explanations.
When writing knowledge articles:
Focus on answering “how,” “what,” or “who” questions employees commonly ask
Avoid combining multiple unrelated topics in a single article
Use clear steps or short sections when instructions are required
Avoid conflicting guidance across articles
This makes it easier for Console to reference the correct information when responding to a request.
Using approved and trusted sources
Knowledge articles should be based on approved internal documentation and policies. This ensures answers remain accurate and consistent across the organization.
Console relies on the content you provide in the Knowledge Base. If information is missing, outdated, or unclear, requests may need to be routed to an operator for manual handling.
Maintaining and improving knowledge over time
Console helps teams continuously improve their knowledge base by capturing how information is used in real employee interactions. When operators answer questions, they can save useful portions of those replies as Snippets, enabling them to be utilized again in the future.
Over time, reviewing common questions and saved Snippets helps teams identify gaps where new or revised knowledge base articles could improve resolution. As policies, tools, and processes change, Snippets can be updated to reflect the latest guidance.
This feedback loop reduces repeated questions, standardizes response quality, and ensures employee support stays accurate over time.