Best practices in building a knowledge base
What is a Knowledge Base?
A Knowledge base is a self-service online library filled with information about the product, service, company or even a particular topic. It usually consists of a collection of articles, videos and helpful information that you build about a product or service.
Why do you need a Knowledge Base (KB)?
This usually acts like a self service, easily accessible bundle of information that people access when they need information immediately.
What should you keep in mind, when creating a Knowledge Base?
1. Purpose of the knowledge base: Is it to offer the best technical support? Or is it to help with new user on-boarding? Understanding the core functions of your users might help you build a kb that’s most suited to them
2. Structure of your knowledge base:
Content needs to be easy to find
Easy to use
Easy to navigate
Effective searches resulting in relevant information
3. Building your knowledge base content
One of the key steps in creating a knowledge base is ensuring great content.
Keep the kb articles short and crisp so that users can instantly understand the information shared.
Make use of product screenshots wherever relevant and more so if it’s a step-by-step how-to-guide.
Interlink relevant kb articles to proactively provide useful content.
So, what are you waiting for? Start building your KB now! 💪🏼
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