Hubspot Knowledge Base Guide: Templates and Best Practices
A strong knowledge base in Hubspot can transform how your team supports customers, reduces ticket volume, and scales self-service support. Using the right article structure, templates, and formatting approach helps readers find answers quickly and improves the overall service experience.
This guide explains how to plan, write, and optimize knowledge base content based on the proven templates outlined in HubSpot’s own documentation, so you can build articles that are clear, consistent, and easy to maintain.
Why Structured Knowledge Base Articles Matter in Hubspot
Unstructured help content leads to confusion, duplicate tickets, and frustrated customers. A standard template prevents these issues and makes it easier for agents to write, update, and reuse articles across your Hubspot knowledge base.
Using consistent templates also helps new writers ramp up faster, ensures your support content matches your brand voice, and keeps your knowledge base scalable as your product evolves.
Core Elements of a Strong Hubspot Knowledge Base Article
High-performing articles share a predictable structure that makes it easy for users to scan and understand. Most articles should include:
- A clear, action-oriented title
- A brief summary or context section
- Step-by-step instructions
- Visuals or examples where needed
- Related resources and next steps
The source page from HubSpot’s blog highlights templates that bring all of these elements together in a repeatable way.
Hubspot How-To Article Template
How-to articles are among the most common pieces of content in a Hubspot knowledge base. They walk users through a repeatable process, from start to finish.
Hubspot How-To Article Structure
Use this structure for most procedural or task-based topics:
- Title: Use a verb and a clear outcome, such as “How to Create a New Contact” or “How to Export a Report.”
- Short description: One or two sentences summarizing what the user will achieve by following the steps.
- Prerequisites: Mention required permissions, access, or setup a user needs before starting.
- Numbered steps: Break the process into logical steps, each starting with an action verb.
- Notes and tips: Add callouts for edge cases, limitations, or common mistakes.
- Related articles: Link to follow-up tasks or foundational concepts.
Writing Effective How-To Steps in Hubspot
When documenting a process, keep instructions compact and skimmable:
- Keep each step focused on one action.
- Use the same naming conventions as the product interface.
- Include screenshots only when they clarify non-obvious actions.
- Avoid jargon unless your entire audience shares the same vocabulary.
Because many users land on specific articles from search, each how-to article in your Hubspot knowledge base should be understandable on its own, without requiring users to read multiple other pages first.
Hubspot Troubleshooting Article Template
Troubleshooting content is designed for users who are stuck, seeing an error, or not getting the expected result. The article templates from the HubSpot blog emphasize a problem-first approach.
Hubspot Troubleshooting Article Structure
For problem-focused topics, follow this layout:
- Issue summary: Describe the symptom using the user’s language, for example: “Your email is not sending and is stuck in processing.”
- Possible causes: List the most common reasons for the issue.
- Step-by-step fixes: Offer solutions in order of likelihood or ease.
- When to contact support: Explain when the user should open a ticket or escalate.
- References: Link to relevant how-to or concept articles.
Consider adding short headings such as “Cause,” “Solution,” and “Additional help” within each section to make scanning even easier.
Hubspot FAQ and Concept Article Templates
Not all knowledge base content is task oriented. Some articles explain concepts, policies, or common questions. The HubSpot article templates highlight two important types: FAQ and conceptual guides.
FAQ Article Structure in Hubspot
FAQ pages collect a set of related questions and short answers. For a cohesive Hubspot knowledge base, use this format:
- Intro paragraph: Clarify who the FAQ is for and what it covers.
- Question headings: Use each question as a subheading.
- Brief answers: Provide concise replies, with links to deeper articles when needed.
- Sorting or grouping: Group questions by theme or task.
FAQ content is especially useful for pricing, billing, account access, and simple feature clarifications.
Concept or Overview Article Structure
Concept articles focus on “what” and “why” instead of “how.” They are helpful in a Hubspot knowledge base when you need to explain a feature, workflow, or best practice before diving into detailed instructions.
Structure them as follows:
- Definition: Describe the concept in simple terms.
- Benefits: Explain why the concept matters to the user.
- Key components: Break the concept into parts or features.
- Use cases: Include short examples of when to apply it.
- Next steps: Link to how-to or setup articles related to the concept.
Formatting Tips for Readable Hubspot Articles
Even the best template fails if the article is hard to scan. Use these formatting practices across all types of Hubspot knowledge base content:
- Short paragraphs: Keep most paragraphs to one to three sentences.
- Clear headings: Use descriptive H2 and H3 headings to guide the reader.
- Bulleted lists: Use lists for options, requirements, and tips.
- Numbered lists: Use them for ordered steps and processes.
- Consistent terminology: Match your product labels and menu names exactly.
Consistent formatting makes maintaining your Hubspot knowledge base faster and keeps the experience predictable for returning visitors.
Workflow for Creating Knowledge Base Articles in Hubspot
Use a repeatable writing workflow so your support team can efficiently produce content that matches HubSpot’s recommended templates.
Step-by-Step Content Creation Workflow
- Identify the use case: Decide whether the topic is a how-to, troubleshooting, FAQ, or concept article.
- Select a template: Start from the relevant structure outlined above.
- Draft the outline: List headings, steps, and key messages before writing full text.
- Write the article: Fill in details, keeping language simple and factual.
- Review for clarity: Have a support agent test the article using the real product.
- Publish and tag: Add categories, tags, and internal links for navigation in Hubspot.
- Monitor performance: Track views, search terms, and feedback to refine the content.
Additional Resources for Building a Hubspot Knowledge Base
For a deeper dive into the sample templates and examples discussed in this guide, review the original HubSpot article on knowledge base templates here: HubSpot Knowledge Base Article Templates.
If you need expert help designing or optimizing your support content, you can also work with a consulting partner such as Consultevo, which specializes in content strategy and scalable documentation workflows.
By combining consistent article templates, a clear writing process, and ongoing optimization, your Hubspot knowledge base can become a reliable, self-service hub that supports customers and reduces the load on your support team.
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