Images can make it easier to follow instructions in a KB article. The most effective images do one of the following:
Show what something looks like
Help the user locate something
Provide confirmation of settings
Before adding images
Before adding any images to your KB articles, make sure the document makes sense without screenshots.
The text should stand on its own, should be concise, clear and easy to scan.
Focusing your images
Crop your screenshots so only the most pertinent information is included; this will allow the user to efficiently scan the image and find what they are looking for. Cropping screenshots also helps keep the KB article clean and clutter-free.
This dialog box was cropped to focus on the relevant information. The ragged edges help the user know the view has been cropped. Note: Creating a ragged edge requires special image editing software. For this reason, ragged edges are used only for Public articles when it's absolutely necessary to direct the user's attention.
This menu was cropped to remove the clutter on both sides of the image and then resized.
This dialog box is very large and only a small part of it is relevant. If it's important for the viewer to see the full context of the window, reducing the size of the image and providing a pop-out of the relevant part may be more useful.
You need a more sophisticated image editing tool to create ragged edges, like SnagIt offered by TechSmith. See SnagIt Education Pricing.