Practice writing clear help centre articles, FAQs, and user-facing documentation for technical products.
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What is the most important quality of a help centre article?
Help centre articles succeed when they deflect support tickets by answering the user's actual question. The best articles are written with a specific user question in mind and optimized to answer that question efficiently.
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Which sentence is the better opening for a help centre article about password reset?
Help articles should open by addressing the user's situation directly ('if you have forgotten your password') and stating the outcome ('regain access'). Technical or passive openings increase cognitive load before the user even starts.
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What does 'task-based writing' mean in documentation?
Task-based writing matches how users think: they have a goal, not an interest in features. 'Configure email notifications' is task-based. 'Notification settings' is feature-based. Task-based docs are found more easily and followed more successfully.
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What is the 'inverted pyramid' structure in help content writing?
Inverted pyramid: answer first, details second. Users scanning a help article want the answer immediately. If they need more context, it is available below. This reduces frustration for users who just need the quick answer.
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What is a 'scannability' technique in help centre writing?
Most users scan, not read. Headers let them jump to relevant sections; numbered steps make procedures followable; bold terms highlight key concepts. A wall of text in a help article means most users will not find their answer.
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How should you document a known limitation in a help centre article?
Documenting limitations proactively builds trust and prevents frustrated users from creating support tickets. Including a workaround or roadmap acknowledgement turns a limitation note into a helpful resource.
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Which is an example of good FAQ question phrasing?
FAQ questions should mirror the exact language users use when they have a problem. 'Why was I charged twice this month?' is specific, searchable, and matches real user intent. Vague headings like 'Billing' or 'Payment issues' do not answer anything.
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What is 'progressive disclosure' in help documentation?
Progressive disclosure matches user expertise: beginners see the simple version first; advanced users can expand sections or click to deeper guides. This prevents overwhelming new users while serving expert users' need for detail.