Knowledge Base Structure for Self-Service Customer Support
Creates a complete, navigable knowledge base that allows customers to find answers without contacting a support agent.
Reduce repetitive ticket volume by at least 30% through a well-structured knowledge base with clear articles and intuitive navigation.
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Prompt objective
Reduce repetitive ticket volume by at least 30% through a well-structured knowledge base with clear articles and intuitive navigation.
Real use case
CloudGest, a SaaS management platform for micro-entrepreneurs with 8,000 active users, receives 1,200 tickets per month, of which 65% are repetitive questions. They have no knowledge base — every answer depends on a human agent via Freshdesk.
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Prompt
Structure a complete knowledge base for [COMPANY NAME], operating in the [INDUSTRY] sector, to be published on [PLATFORM: Zendesk Guide/Freshdesk KB/Intercom Articles/Help Scout]. **Step 1 — Content Gathering:** - Analysis of the [NUMBER] most frequent tickets from the last [TIMEFRAME] - Grouping by theme (identify top 10 categories) - Identify what customers ask vs. what they actually need to know - Map the customer journey: questions by stage (onboarding, daily use, billing, cancellation) **Step 2 — Information Architecture:** - Taxonomy: categories and subcategories (maximum 3 levels deep) - Standard article template: - Title (customer's question, not internal jargon) - Short answer (2-3 sentences for quick readers) - Detailed step-by-step with screenshots - Video tutorial (when applicable) - Related articles -
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How to use this prompt
- 1Replace the key placeholders first: COMPANY NAME, INDUSTRY, PLATFORM: Zendesk Guide/Freshdesk KB/Intercom Articles/Help Scout, NUMBER.
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