Zoho Desk Knowledgebase and Zia AI

I moved my Customer Service team off a shared mailbox to Zoho Desk. I don’t have a knowledgebase in Desk at all. To be able to utilize ZiaAI (or ChatGPT), what would be the best format to put knowledge articles in?

Usually I would create knowledge articles with step by step for my agents to follow what to do. But if I want Zia to create response emails, I don’t think that would be the best way to do it. Is anyone using Zia right now and how do you have your knowledgebase articles formatted?