[Must match the title exactly]

Answer the customer’s question immediately.

In the introduction:

  • Explain what the topic is.
  • Explain why it matters.
  • Provide any essential context needed to understand the rest of the article.

Keep the introduction concise.

[Concept-focused heading]

Use headings that naturally teach the concept.

Good heading styles include:

  • How…
  • What…
  • Why…
  • Who…
  • When…

Examples:

  • How billing works
  • What determines subscription cost
  • Who manages billing
  • When subscriptions renew
  • Why billing problems occur

Each section should explain one important aspect of the topic.

Prioritize:

  1. The core concept.
  2. Common situations.
  3. Important exceptions only when they change customer understanding.

Build understanding before discussing interface details.

Continue adding sections as needed.

Not every article needs the same headings.

Include this section only when it helps the customer continue learning.

Link to:

  • Task articles for related workflows.
  • Closely related Topic articles.
  • Natural next steps.

Avoid excessive cross-linking.

Omit this section if there are no useful related articles.

Didn't find what you were looking for?

Concierge is here to answer all your questions.