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Self-paced course

Fundamentals of Support Content

A practical course for designing effective product content in modern product teams. Learn how to develop high-quality judgment and work alongside AI tools.

  • Created and graded by working content designers
  • Challenging final project in KnowledgeOwl
  • Join thousands of students

Feedback

Expert graded

Team pricing

Discounts for 3+

Certificate

On completion

Maring Eberlein

Support Strategist

Maring has worked with several businesses including Envoy Global to transform support experiences and manage teams.

$1,000

UXCC students save 15%
Team discounts available

Enroll now
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“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

Who is this course for?

Support writers

Anyone involved in support in UX, including writers of all skill levels

Content designers

UX writers and content designers who want to create great support in UX flows

Content strategists

Knowledge base content professionals aiming to enhance their content strategy skills

Anyone else

Product team members looking to improve user self-service experiences

What will you walk away with?

Our courses are created by experts, informed by hiring managers, and reflect industry best practice.

5,000+

Students trained

200+

Teams trained

100+

Countries

01

A framework for planning, creating, and maintaining effective support content

02

Knowledge of information architecture, layout, and style guides for support content

03

Experience using KnowledgeOwl to build and manage support content

04

Strategies for measuring success and gathering user feedback

Everything you need to master support content

A complete system for learning, practicing, and proving your skills.

40–60 hours

Self-paced learning that fits your schedule. 

Expert feedback

Get feedback on exercises at the end of each unit.

Certification

Earn a certificate when you pass your final project.

AI in support content

Learn how to approach AI when creating support content

Instructional videos

Videos from graders and industry experts

Student community

Connect with peers learning alongside you.

Challenging project

User our live search trained on course material.

The full syllabus

A comprehensive education in writing content for product interfaces

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

What is good content for support in UX?

  • 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 6: 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
Student stories

Our graduates are everywhere

A support content course graded by experts

Get feedback on every assignment from working content designers at top companies.

Olivea McCollins

Content Designer, Microsoft

Jenny Cowan

Senior Content Designer

Daree Allen Nieves

Content Designer

Casey Webb

Casey Webb

Senior Content Designer
Snap Finance

Sammie Spector

Head of UX Content Design, Angi

Catherine Bryce

Senior Content Designer, Canadian Red Cross

Frequently asked questions

Is a course the best way to learn 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.

Have questions? We’re here to help.

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.

Dhanushka

Customer Success Manager

Craft · Strategy · Systems

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