Form templates define reusable field sets for Knowledge Base articles. Instead of free-form-only pages, you can standardise metadata and structured inputs—then create, update, or retire templates as your content model matures.
Why use templates
Templates reduce drift: every “how-to” can capture the same product area, audience, and related links. They also power consistent rendering in the help desk when those fields are shown to readers.
Creating a template
In Knowledge Base template configuration, add fields (text, choice lists, attachments, images, and other supported types). Name templates clearly—for example “Incident response checklist” versus “Policy overview”.
Applying a template to articles
When creating an article
Select the template early so the editor shows the right fields from the start. The article body still uses the rich editor; template fields capture structured data alongside it.
When updating an article
You can fill new template fields after a template change. If a template removes fields, coordinate with authors so data loss is intentional and communicated.
Updating and deleting templates
- Update: adjust fields when your taxonomy changes; expect to review existing articles for compatibility.
- Delete: only when no article depends on the template, or after migrating articles to a replacement template—deletion can block creation flows that still reference the old definition.
Relation to article CRUD
Templates shape how articles are captured; they do not replace create, update, or delete on the article itself. Think of templates as schemas: articles remain the records your users read in the help desk.