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Configure article templates and AI authoring guidance

Updated Monday, October 26, 2026 · Marc Staine

Article templates give authors a consistent starting structure, topic and tags. Optional AI settings guide supported draft creation while leaving authors responsible for checking facts, audience and the final published content.

Applies to: Supportbench Core. Location: Settings → Knowledge Base → Templates. Access and available controls depend on your role and account capabilities.

Before you begin

  • Confirm you have the relevant knowledge-base administration permission.
  • Identify the intended article audience and affected existing articles before changing shared configuration.

Configure and verify

  1. Open Settings → Knowledge Base → Templates.
  2. Find the item in the list and open it, or choose the page’s new-item action.
  3. Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.
  4. Save the item and resolve any validation message. Reopen it to confirm the saved values.
  5. Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted.

Settings reference

Settings and actions

SettingWhat it controlsHow to choose
Name / DescriptionInternal template identity and guidance, up to 50/250 characters.Describe the article type and when to use it.
OrderSelector from 0 through 25; lower values appear first.Put the most common templates near the top.
Default TopicStarting topic for a new article.Choose the intended audience and subject area.
Default article tagsStarting tags; permitted new names are 1–100 characters without commas.Use curated tags and avoid duplicates.
ActiveMakes the saved template available in normal selection.Deactivate an obsolete template while retaining it for review.
ContentRich HTML starting content for the article.Use clear headings, useful prompts and a concise troubleshooting structure.
File librarySearch/browse repository, upload when permitted, paste URLs and insert files/links.Use approved reusable assets with descriptive text.
Template CSSTemplate stylesheet content.Verify agent and portal rendering; avoid styles that obscure content or depend on one host.
AI TemplateMakes the template available to supported AI-assisted article creation.Use it for a clearly defined article task.
AI create tagsControls AI-generated tags in addition to default tags.Review generated vocabulary before publication.
Advanced AI promptOptional additional authoring instructions, up to 6,000 characters.State useful structure and evidence requirements; never treat generated text as verified.

Behavior to know

  • Topic/tag values are defaults for new articles and can be changed by authors.
  • Deleting a template does not remove its existing attachments/files according to the confirmation. Review reuse before removal.

Recommended use

  • Use clear, consistent names and keep the number of shared choices manageable.
  • Review the effect on existing articles, templates and workflows before changing shared configuration.

Worked example

  1. Create a troubleshooting template with Symptoms, Resolution and Verification headings.
  2. Set its default topic and a small set of useful tags.
  3. Preview rich content and optional styling.
  4. Create a draft from the template, verify facts and audience, then follow the normal publication workflow.

Troubleshooting

ProblemWhat to check
The item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.
  • Knowledge Base → Organize knowledge-base topics and access
  • Knowledge Base → Configure article templates and AI authoring guidance
  • Knowledge Base → Manage knowledge-base tags and audiences
  • Knowledge Base → Configure shared article styles and callouts

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