Knowledge base article template (Free Google Doc + examples)

Knowledge base article template (Free Google Doc + examples)

If you’re drowning in duplicate questions from users—or team members—it’s time to stop writing the same answer twice. A good knowledge base article template can cut your support load in half, help your team stay aligned, and make onboarding a breeze. But where do you start?

This post gives you a plug-and-play knowledge base article template (free Google Doc) plus real examples, formatting tips, and a short setup guide—especially handy if you’re documenting an internal knowledge base or juggling content across multiple brands.

Why templates make or break your knowledge base

Documentation sounds simple—until it isn’t. We often hear things like “Our Google Doc had turned into a 50-page jungle. Even we couldn’t find things anymore.”

Without a consistent structure, even great content gets lost. A knowledge base article template helps by:

• Standardizing layout and formatting
• Speeding up article creation across teams
• Making content easier to scan and search
  
  

According to HubSpot, customers prefer self-service over talking to reps—but only if answers are easy to find source. That’s where article formatting comes in.

Anatomy of a great knowledge base article

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Let’s break down what the best knowledge base format looks like. Whether public-facing or for internal use, each article should follow a predictable flow.

1. Clear title and short summary

Your article title should match how users phrase their problem. If someone types “reset password” in your search bar, that phrase better be in the title.

Example: How to reset your password
Follow these steps to change your password if you’ve forgotten it or just want to update it.

2. Step-by-step instructions with headers

Break instructions into logical steps, with clear H3 subheadings (since H1 is the site title and H2 is used for article titles).

Heading hierarchy example:

• H1 → Your HelpSite name (e.g., XYZ Support Center)
• H2 → Article title (e.g., How to Reset Your Password)
• H3 → Step heading inside the article (e.g., Step 1: Go to the login page)

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Example:

Step 1: Go to the login page

Visit helpsite.com or yoursupportcompany.com and click Forgot password.

Step 2: Enter your email address

We’ll send a reset link to the address on file.

Step 3: Choose a new password

Make sure it includes at least eight characters, one capital letter, and one number.

3. Add FAQs or edge cases at the end

Don’t clutter the main flow with exceptions. Instead, add a quick “Troubleshooting” or “Common questions” section.

Example:

• What if I don’t get the reset email?
  Check your spam folder, or contact support@yourcompany.com.
• Can I reset on mobile?
  Yes—steps are the same on the mobile browser.

Free knowledge base article template (Google Doc)

Need a jumpstart? We’ve created a free knowledge base article template in Google Docs—ready to copy, customize, and use with your team.

It includes:

• Pre-filled title, summary, and section structureTip and screenshot callouts
• Formatting notes for authors
• Optional “internal-only” tags

“Super easy to use—converted a long Google Doc into a nice-looking HelpSite in one day. Fantastic!”— Mieko B., CSR, Hospital & Health Care

How to roll this out across your internal knowledge base

If you’re building an internal knowledge base, this template can serve as a base layer for SOPs, onboarding docs, and IT walkthroughs.

Here’s how to roll it out fast:

1. Clone the template into your HelpSite

Use the free Google Doc as your draft, then paste content directly into HelpSite’s editor.

2. Create a short authoring guide

Keep it simple. One page explaining how to title articles, when to add screenshots, and how to avoid passive voice. This ensures anyone can contribute confidently.

3. Track which pages need updating

In HelpSite, you can mark articles as draft or live, and control visibility with public, password-protected, or invite-only settings.

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“We use HelpSite to store policies across multiple teams and it’s become our go-to internal wiki.” — Danielle C., Director of Site Development

Final tips for writing faster (and better) knowledge base articles

• Write the intro last. Focus on the step-by-step, then summarize at the top.
  
  
• Use the same verbs. “Click,” “go to,” “select”—don’t mix with “press,” “tap,” “navigate to.”
  
  
• Add search terms. If people Google “change plan” but your article says “update subscription,” add both phrases.
  
  

And remember: a clean layout beats clever writing. Your reader is skimming, not reading every word.

Try this template with HelpSite

Want to turn your Google Docs into a fast, searchable help center? HelpSite makes it easy to launch a clean, responsive knowledge base—whether it’s public, internal, or both.

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