Knowledge Base Article Template

Introductions should help the reader determine what they will gain from the feature and understand the use case. When building an introduction for a KB article, it should answer the following questions:

• What does the feature do and how does it work?
• What is the benefit to the user? What is the use case? What is the end goal of the tool?
• What example would help the user understand this feature? (optional)
• What related content should the user know about? (optional)
• What tool/feature could ‌this be confused for (e.g., legacy vs new)? (optional)

Before you get started

Before you begin working with this feature, make sure to fully understand what steps should be taken ahead of time, as well as the limitations of the feature and potential consequences of using it. 

Understand requirements

• What permissions are required to use these tools? 
• What actions documented elsewhere users should take before following the instructions in the article?
• What are the technical requirements for the tools documented in the article?

Understand limitations & considerations

• What are general subscription guidelines it would be helpful to know before reading more about these tools? 
• What tool limitations should users be aware of? 
• What potential consequences will there be for following the instructions in the article?

Sunsets

Sunset announced

When a sunset has been announced but not scheduled, add an alert recommending an alternate tool. Any recommended tools should be in public beta or live. 

For example: 

Please note: it’s recommended to to enrich your contacts and companies to gather information about the contacts and companies in your account instead. This article should be used for reference for HubSpot Insights only.

Sunset scheduled

Once a sunset has been given a firm date, the sunset alert should contain the following information:

• Date of sunset
• Once the tool is sunset, what will happen / which actions will no longer be possible
• Information about an alternate tool (if available), as long as it's in the public beta or live stage
• Link to a changelog or community announcement about the change (if available). 

For example: 

Please note: on November 19th, 2024, HubSpot Insights will be sunset. After that date, you’ll no longer be able to gather third-party information about companies in your account. To do this moving forward, learn about how to enrich your contacts and companies. Learn more about this change on HubSpot’s Community.

Sunset completed

Once a tool has been sunset, you may wish to keep a version of the alert for major sunsets. This alert would typically include the following information: 

• Date of sunset
• Brief description of the tool that was sunset
  
• Information about an alternative tool (if available), as long as it's in the public beta or live stage
• Link to a changelog or community announcement (if available)

Please note: on November 19th, 2024, the previous version of company enrichment (HubSpot Insights) was sunset. Moving forward, you’ll use the process described below to enrich your contacts and companies. Learn more about this change on HubSpot’s Community.