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  • Self-paced
  • Core
  • Content Strategy

Fundamentals of Support Content

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

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  • Earn a certificate with expert-reviewed work
  • Create a support content structure in KnowledgeOwl
  • Payment plans (4 or 6 months)
  • Teams save up to 30%
  • Credit card, PayPal, wire transfer, or Affirm

Standard price: USD $ 1,000.00
UXCC students: USD $ 850.00 USD $ 850.00 (15% off!)

Currencies other than USD are estimates. Payments are in USD. 

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Meet the author

Maring Eberlein
Support Content Strategist and Consultant

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 in UX is product infrastructure

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

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

About the course

  • 40-60 hours
  • Student community
  • Lifetime access

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?

  • Anyone involved in support in UX, including writers of all skill levels
  • UX writers and content designers who want to create great support in UX flows
  • Knowledge base content 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?

Hands-on exercises

Complete challenging work that reflects real-world scenarios at the end of each unit.

Personalized feedback

Get personalized feedback at the end of each unit from working content designers.

Final project in KnowledgeOwl

Finish with a comprehensive, challenging project.

Fundamentals of Support Content Certificate

Earn a certificate

Showcase your support in UX professional certificate on LinkedIn.

Study aids

Get detailed summaries at the end of each unit - and you get lifetime access to the course.

Learn Web Content Accessibility Guidelines

Instructional videos

Watch professional content designers break down complex topics.

Fundamentals of Support Content syllabus

What is good content for support in UX?

  • 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

  • Lesson 1: Measuring success
  • Lesson 2: Measuring and testing content
  • Lesson 3: Proactive updates and edits
  • Lesson 4: 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."
Neal Travis
Head of Customer Experience, AIHR
"We wanted a fundamental training that provided a calibration for some basic understanding on how we do our daily work."
Isabelle Gao
Senior UX Writing Lead, HSBC
"The material is excellent and so thorough! I'm so impressed. It's such a wonderful resource for our discipline."
Jen Schaefer
Content Design Manager, Netflix

Learn support in UX from working experts

Maring Eberlein

Support Content Strategist and Consultant

Jenny Cowan

Content Design Team Lead, Later

Daree Allen Nieves

Freelance Content Designer

Thy Nguyen

Principal Content Designer, Walmart

Sammie Spector

Design Lead, Vogue

Casey Webb

Senior Content Designer, eBay

Some frequently asked questions

Do I need a course to learn how to write support content?

Not everyone needs a course to learn how to write support content. You can learn good knowledge base content principles from books, articles, and other free resources.

However, a course can help bring together resources and exercises that you wouldn’t be able to curate on your own. Plus, you can get feedback from experts on your work.

There are a lot of great courses out there. Courses from UX Content Collective are different because we’re a training provider created by content designers, run by content designers, for content designers.

We also combine the benefits of self-paced learning, along with real feedback from real people. You can learn according to your own schedule.

Yes, the Fundamentals of Support Content course offers a certificate. You can earn a certificate after successfully completing the final project.

Fortune 500 companies choose us to train product teams

Upskill your support team

We can combine self-paced courses, workshops, or create custom sessions for your team based on unique needs.

Get in touch - we'd love to speak with you.

Fundamentals of Support Content syllabus

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