Hub KBA Template
The standard template Hub staff use when authoring a new Knowledge Base Article — title, purpose, Q&A, internal notes, and tags.
Hub Knowledge Base Article Template
Title (Caller Voice)
Write the title exactly how a person receiving services would ask the question.
Purpose
Brief, internal-facing explanation of when staff would use this article during a call or chat.
(1–2 short sentences.)
Q & A
Q:
A realistic caller or chat question.
A:
Clear, plain-language answer written so it can be spoken aloud.
Use short paragraphs or bullets.
Explain acronyms or program terms if they cannot be avoided.
Q:
Next most common or follow-up caller question.
A:
Answer using natural, supportive language.
Normalize confusion or urgency when appropriate.
Include links or contact information when relevant.
(Add additional Q&A sections as needed. If the article starts to feel long or complex, consider splitting it.)
Clarifying Questions Staff Can Ask (Optional)
Include only if callers are often unsure, emotional, or unclear.
Staff Quick Steps (Optional)
Include only when timing, order, or handoffs matter.
Internal Notes – Staff Only (Optional)
Information staff need to know but should not say to callers.
Referrals & Resources
Include at least one helpful next-step resource when appropriate.
- Resource name – brief description of why it’s helpful
- Link
Tags & Metadata (Entered in Genesys – Not Visible to Staff)
(For upload only; do not display in the article body.)
- Parent Category:
- Subcategory (if applicable):
- Labels (3–6):
- Alternate Search Phrases (5–10):
Author Reminder
Before submitting, confirm:
- Information is accurate and current
- Links work and go to the correct page
- The caller has a clear next step or place to learn more
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