Drawing A Line

[DavidReynolds]

Knowledge Managers and Creators, where do you draw a line?

I'm stuck between reducing the number of user-facing technical support "How to" articles, which crams a lot of content into each, or having a lot of much shorter articles that address fewer resolution options.

What criteria do you use to determine the overall amount of content in a single article?

I'm writing these articles without AI because while Copilot, Gemini, etc. provide basic information (e.g., update your device drivers), they don't cover the nitty-gritty of how to perform these actions.

For example, some articles have more than a dozen topics, which may be overwhelming for readers.

My overall goal is using knowledge to reduce ticket count but I don't want to drown them in a sea of information. When do you hit a limit?

Thanks for your comments.

[Vishal Jaswal]

You can  place it at the very top of the article body so that end users are educated up-front as what all they can expect from this. 

NOTE: Adding a new mandatory field to existing published article upon checkout needs to be populated before re-publishing them for a newer version.

You can also expand "Search for Duplicates" button capability to look for this field for scenarios in the existing published article while creating and publishing a new one to avoid duplicates.