What to write about in the knowledge base

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When creating a company knowledge base, it is important to consider several factors:

business specifics,
Frequently asked customer questions for support,
product complexity,
support team composition.
Here are examples of documents that companies store in the BZ:

Document templates: Standardizing documentation helps maintain order and efficiency, especially when key employees are absent.
Managers' work regulations. Such articles help to describe and make transparent all actions of managers. This is especially useful in companies with multi-stage production or a large staff. Regulations help new employees to adapt faster and understand roles in the team.
Answers to questions. A selection of frequently asked questions and answers to them is useful both for clients and for internal use: managers will be able to quickly find an answer in the knowledge base and suggest a solution to the client.
Recordings of training and webinars. Will help train employees when introducing new tools and highlight the company's areas of expertise for clients.
Cases. Practical examples of working on projects are also found in australia email list knowledge bases. They will be useful in areas new to the company and will become a valuable resource for colleagues: employees will be able to better understand the features of a new niche and the needs of clients in it.
Description of terms. Description of terms and abbreviations helps new and current employees better navigate specific terminology.
Reference lists. A list of recommended books and reading materials based on employees' professional interests.
How to make a convenient knowledge base
How to make a knowledge base where it is easy to find the necessary information, and the articles are understandable even to the most inattentive clients? We will tell you everything now.

Fill your database with relevant content
The support team is useful to the company only if it can successfully resolve user issues. The same is true for the KB.

An example of collecting feedback on knowledge base articles
Example of assessing the completeness of knowledge base articles
Mark frequently asked questions from users and write articles based on them. This way, the database will contain only relevant information.

Example of quality assessment of knowledge base articles
An example of a survey about the usefulness of an article at the end of a material from the knowledge base
Try to regularly update old articles so that they solve all user questions. Make the knowledge base more complete and understandable, just as you work on your product.