Knowledge Base

Organize support knowledge by collection, freshness, ownership, and the customer questions each article resolves. The screen connects Articles and Collections so support agents can find the “New article” action while checking articles and stale.

Use this reference when you need to design this workflow inside an existing product. The example includes practical records such as SSO troubleshooting · Updated today and Billing changes · Updated 2d ago, rather than an empty visual shell.

Knowledge Base
Use this template in Figr

Template facts

Screen

Workspace

Primary action

New article

Pattern

Workspace

State

Default, loading, empty, error, permission, success

Design system

Adaptable product UI theme

What this screen helps users do

Support agents need a clear “New article” action without losing sight of articles, stale and the affected records. Keep the decision and its outcome clear before moving to the next task.

Key elements

  • Primary action: New article is clearly available where the task happens.
  • Main view: Articles keeps the starting point obvious.
  • Connected view: Collections supplies nearby context.
  • Metric: Articles is visible with a meaningful value.
  • Another signal: Stale helps people judge what to do next.
  • Representative record: SSO troubleshooting · Updated today makes the example specific.
  • Second record: Billing changes · Updated 2d ago shows the pattern works beyond one item.

States worth designing

  • First-use workspace; show what people can do instead of leaving a blank panel.
  • Loading articles without changing the layout unexpectedly.
  • Unavailable or restricted panel; explain the problem and preserve work.
  • Permission denied for collections; clarify who can continue.
  • Success after choosing New article; confirm the result and the next step.
  • Network or data refresh failure; offer a retry without losing context.

Where this screen sits in the flow

Articles → Collections → New article → Review outcome

Patterns used

Workspace, Articles, Collections, Owners, accessible states, contextual actions

Why these choices work

Keep the main job visible above supporting panels. Group related controls and surface exceptions where people act.

In this design, people should be able to compare SSO troubleshooting · Updated today with Billing changes · Updated 2d ago. Make articles clear, then use stale to explain whether the next step needs attention.

Before handing this to a designer or engineer, check keyboard focus, error copy, permissions and what happens after they choose the “New article” action. The happy path alone is not enough.

Related UI examples: NPS Feedback, Escalation Center, Customer Health.

Start from this in Figr

Design a knowledge base screen for our existing software product. Use our real design-system tokens, components and product language. Show Articles and Collections, include believable records such as SSO troubleshooting · Updated today, and make new article easy to find. Map loading, empty, failure, permission and success states before you create editable high-fidelity screens.

Open Figr