Fundamentals of Support Content

Support content is the foundation for help centers, automation, and AI-driven tools. Learn how to create quality support content that scales and builds great user experiences.

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Standard price: USD $1,000.00
UXCC students: USD ~~$1,000.00~~ $850.00

Meet the author

Maring is a support content strategist with a specific focus on help and support content.

Maring has worked with several businesses including Envoy Global to transform support experiences, manage support teams, and create support content that drives business outcomes.

"I loved every aspect of this course! It covers such a wide range of topics that there’s truly something for everyone. I highly recommend it to anyone interested in best practices for help and support content."

Siân Howatson

Head of Customer Insights & Automation
Swyftx

"Whether you're a seasoned veteran, or someone who has just inherited your help center and support content, this course will empower you to deliver a top-notch experience for your organization's support experience."

Chase Bucklew-Geddes

Content Operations Lead
CashApp

Support content is product infrastructure

Support content isn’t just reactive, it’s a core part of how users experience your product. Clear and well-structured support content empowers users, and enables automation – but only if quality remains consistently high.

This course teaches you how to create support content that works at every level, from individual articles to the architecture of an entire help center in KnowledgeOwl.

About the course

What do you leave with?

A framework for planning, creating, and maintaining effective support content
Skills to write clear, user-focused articles
Knowledge of information architecture, layout, and style guides for support content
Experience using KnowledgeOwl to build and manage support content
Strategies for measuring success and gathering user feedback
A portfolio-ready project demonstrating your support content strategy skills

Who is this for?

Support content writers of all skill levels
UX writers and content designers involved in support content creation
Support professionals aiming to enhance their content strategy skills
Product team members looking to improve user self-service experiences
Anyone interested in building a career in support content strategy

How does the course work?

Course syllabus

What is good support content?

Lesson 1: Welcome to the course
Lesson 2: A little bit of history..
Lesson 3: A realistic look at support content priorities
Lesson 4: "Good" versus "bad" support content
Lesson 5: How organizations approach support differently
Lesson 6: The future of self-service

Strategy: Understand people and processes

Lesson 1: Let's talk about content strategy
Lesson 2: Identifying stakeholders and SMEs
Lesson 3: Relationship mapping
Lesson 4: Understanding your users
Lesson 5: Identifying the current support landscape

Structure your support content

Lesson 1: Thinking about structure
Lesson 2: Style guidelines
Lesson 3: A little more about style guides: shared vocabulary
Lesson 4: Article structure - types
Lesson 5: Article structure - components
Lesson 5: Creating a support structure plan

Help center deliverables

Lesson 1: Help center article guidelines
Lesson 2: How-to articles
Lesson 3: Guide articles
Lesson 4: FAQs
Lesson 5: News articles
Lesson 6: Resources and tutorials

Execution and delivery

Lesson 1: Management systems and tools
Lesson 2: Streamlined process for content creation
Lesson 3: Artificial intelligence for content
Lesson 4: Chatbots and search
Lesson 5: How to get content in front of users
Lesson 6: How support content can help support teams

Maintenance and iteration

The choice of 5,000+ learners

"I felt like having a conversation with a friend who understands me. I can't wait to share the frameworks and best practices I learned with my team!"

Ximena Portocarrero

UX Writer, Yape

“I would recommend this course to every support professional looking to grow within the content/knowledge space. Every member of my team working with content will be taking this program."