There are many reasons why you might write articles. Some include:
If you get a lot of similar requests such as How do I access office wifi?, you can write a how-to article. When customers search for wifi in the help center, they'll find your article. If they send you a request, you can share the article with them rather than walking them through the steps in a comment.
If you're upgrading a system, you can write a step-by-step upgrade guide and link to it from an announcement in the help center.
If you normally walk people through a series of steps to diagnose and troubleshoot a problem such as a broken printer, you can write a troubleshooting guide. Customers can find it in the help center, or you can link it to them in a request.
If a team member is not sure of the best way to resolve an issue they can search the knowledge articles for information.
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