Knowledge Base Documentation Standards

Purpose

To ensure documentation is consistent, clear, and easy to follow across all products, while reducing repetitive support requests.

Structure Standard

Every KB must:

• have a clear title

• be properly categorised, and the author assigned

• include step-by-step instructions if it is a process or usage guide

Visual Standards

At least 80% of the KBs must include:

o Screenshots/images or videos

o Visual directions (arrows, highlights, numbering)

Quality & Consistency Rules

• Screenshots must reflect the current system UI (No outdated images)

• All client-identifying information must be masked in screenshots and visuals.