Name the task
Use a title a customer might search for, such as changing an appointment or finding an invoice. State who the instructions apply to and what the person will need before starting.
Give an answer before background
Start with the action or policy that resolves the question. Put steps in the order the reader performs them. Use the current labels from the product, and include what success looks like after the final step.
Cover the common exception
Explain what to do when the button is missing, permission is insufficient or the expected result does not appear. Provide a clear support path without asking the reader to repeat information they have already supplied.
Keep it maintainable
Assign an owner and review articles when the product or policy changes. A screenshot helps only while it matches the interface. Test both human search and AI questions against the published knowledge so outdated content does not keep answering customers.
Keep going
Put the next step into practice, or ask us about your setup.