What’s the difference between a knowledge base article and a FAQ?

It’s easy to confuse a knowledge base article and a FAQ article, since both are designed to help your customer self-serve. The difference between a knowledge base article and a FAQ article are:

  • Knowledge base or instructions articles offer more room to explain the why and how of a product’s features and functionality. They illustrate how this feature helps the customer’s workflow with examples of how they can be used in one’s everyday operations.
  • Frequently Asked Questions or FAQs are best used for common customer questions and recurring issues. They’re shorter in length (about 2-3 paragraphs), direct and to-the-point with links to more in-depth information.

 


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