What is a knowledge article?

A knowledge article is best understood as a structured object that encapsulates customer experiences and findings. This definition highlights the purpose of knowledge articles: to document valuable insights and solutions that can assist both support teams and customers. They are designed to provide clear and concise information that helps users troubleshoot issues, understand products or services better, and improve overall customer support effectiveness.

Knowledge articles play a critical role in knowledge management systems, serving as a repository of information that can be accessed by team members and customers alike. They often include details such as step-by-step solutions, best practices, and lessons learned from previous customer interactions, facilitating the transfer of knowledge within an organization.

The other options, while related to different aspects of customer service and business operations, do not accurately represent what a knowledge article is. For instance, a report on customer satisfaction focuses on metrics and feedback rather than documented solutions. A financial document pertains to financial transactions and statements, which is unrelated to knowledge management. A training manual is specific to onboarding new employees, serving a different purpose than knowledge articles that are more about sharing and storing information for ongoing support.