For example, a knowledge base for a company's human resources department may include documents about performance reviews, videos about workplace behavior and manuals for requesting vacation leave. A company's knowledge base can provide valuable information to customers, prospects, and even employees. Some things you want to be aware of when putting your knowledge base together are: Dear god, make it easy to search your knowledge base. Click ‘Package’ to select a new package and save to confirm. If you don’t see it within 30 minutes, please check your spam folder. Think of tagging as a hidden navigation or site architecture that directly supports the contextual clustering of content. If you’ve lost access to the email address you used to sign up for [YOUR APP NAME], please follow these steps. Stay connected to the organization from wherever you are, on any device. The content in an IT help desk is a perfect example of knowledge base articles that help users help themselves. Looking for more? You can change your [YOUR APP NAME] package at any time. If it’s a longer article, consider including a quick table of contents. Please file a ticket using our online helpdesk here: [INSERT LINK HERE]. A database may only include the names of HR representatives, their phone extensions and email addresses. Then create a knowledge base article template to guide the structure. Establish a style guide for your organization that covers preferred spellings and basic grammar as well as visual presentation for knowledge base articles, including fonts, type size, colors, and images. Sam Marshal recently shared some easy ways to govern your intranet in a positive and engaging way. OK, we’re not psychic – many of these questions will be specific to your app. Title length: … Sob. identify SAP Notes regarding legal changes towards the end of your company's billing cycles. Consumers faced with a knowledge base homepage which is just a long list of jumbled-up articles are far more likely to bounce than those who can see that there’s order to the madness. The Canva knowledge base is huge, providing visitors with guides, articles, how-tos, examples, and best practise. This is the most common billing related inquiry. Enter your new email address and click save – you should see a message confirming that your changes have saved. As most of us have a gazillion email addresses, this happens more often than you might think. No matter what you try, some users are blind to reset password links – it should be a clinically-recognized medical condition. Visit this page to log into [YOUR APP NAME]: [INSERT LINK HERE]. Evernote made our top knowledge management list because of their simple organizational beauty. You can also work with words such as “ Setting up “, “ Creating “, “ Getting started “, or “ Using “, depending on your activity. Go from build to prep to launch and beyond with our proven framework. It’s not you; it’s them. In addition, all of the content is indexed down the left hand side, so there are quick links to the most common articles if you're just looking to browse. Click the red ‘Cancel’ button and confirm. Email changes are a common request, so it’s best that users can do this without needing your intervention, assuming that they can login with their old email address. Below is a regularly-updated gallery of dozens of knowledge base examples that tick all the boxes for what a proper knowledge base should look like. Strategies, trends, and tactics to create a connected and engaged workplace. If you are unable to log in using your old email (for instance, because you don’t know the password), please email us for verification at [YOUR SUPPORT EMAIL ADDRESS]. It … You will only need to buy licenses for the users that will be administering the application and creating articles, but not the users that need to view them, this is included in most Salesforce licenses. The world’s biggest retailer doesn’t just employ greeters at the door. Answering this question provides no value to you though, so you’ll want a way to give the customer the answer before they ask. Use action words (such as “How to,” “Using,” and “Setting up”) or simply the name (such as “Vacation Policies” or “Logos”). For example, knowledge base articles that includes articles on “email response times”, “emails sent per user” and “emails pending” could be placed under Reporting > Email Reporting. You can reach us via the Intercom widget, via email at support@nickelled.com, or via Twitter @nickelledapp.”. This happens a lot. HR teams manage a lot of important information and resources. In other words, go for clarity over creativity. Knowledge Base from PressApps is the best selling knowledge base plugin over at Code Canyon and offers a slightly more affordable entry to premium knowledge base features. Please. Extend the value of your Microsoft deployment with Igloo. Often, items one and four will be the same – a simple restating of the question title, which a) confirms to the user that they’re looking at the answer to the right question and b) provides some extra SEO-juice for Google. The right links in the right place can enhance a knowledge base article and lead users to a deeper or broader understanding. Click Account > Billing to change your credit card details – ensure that you receive a confirmation message upon hitting save. Break it up with plenty of subheads, bulleted/numbered lists, callouts, and white space. Being able to downgrade is as essential as being able to upgrade, and shouldn’t be ignored. Click account, and then billing to view the billing dashboard. 5 Quality Knowledge Base Examples To Inspire Your Help Center Most of all, a knowledge base should build upon itself to coalesce into an educational archive that’s accessible and practical. Screenshots (especially for how-to steps), infographics, charts, and images can replace text and accelerate a reader’s comprehension of the topic. Item two should always be a link to a page on your site – ideally with a target = “_blank” attribute (which will open the page in a new window so that the knowledge base remains open and the user can refer back to it). You’ll need to identify employees with specific expertise to act as gatekeepers for this interactivity. Even with awesome search functionality, you should set up your knowledge base logically. It may seem labor intensive to write articles for every issue that pops up repeatedly, but it will save time and money in the long term. Knowledge basesare online databases that store information about a specific company, their products or services, or related industry topics. Write articles based on the pain points and commonly asked questions of your key audience. If you’ve been incorrectly billed for your [YOUR APP NAME] subscription, we’ll be happy to help – contact us as soon as possible. Modern knowledge base tools make it ridiculously easy to get your KB online — but that’s no excuse for it looking the same as everybody else’s. As we will send the new confirmation email to your email address, please ensure that you whitelist info@mycompany.com to receive emails. Title. It allows employees to find, share, and interact with information that’s essential to their daily work. By providing inspiration as well as detailed help, the knowledge base excites people and encourages them to learn more about, and then extensively use, this tool. Tagging content helps the employee filter the context of their search results, which further expedites access to the correct information. Help cut down ticket resolution time by ensuring that all the relevant information is given when the request is sent. When in doubt, consider which search terms employees would use for a topic. © Igloo Software 2020. The volume requirements were also different for a knowledge-base compared to a conventional database. Here’s a quick hack for writing help desk answers that most of us can use – every answer should follow roughly the same structure. Seamless integrations to your business applications and products. Then we looked across the top 100 ecommerce sites to find out how standard these standards really are. Maintaining and surfacing fields like “created date” and “author” can also help indicate relevancy and a point of contact, respectively. You’ll need to tailor some to your requirements, but the questions below work for nearly everyone – and once you figure out a repeatable article format using the quick guide below, you’ll be able to write your own in no time. They've clearly delineated which parts of the site are official vs their user-generated content, and provided search options for both, which is pretty cool. See our industry recognition since our launch in 2008. You can include important facts about each department, directions for product or service usage, FAQs, and original content that can provide in-depth solutions. For example, see the discussion of Corporate Memory in the earliest work of the Knowledge-Based Software Assistant program by Cordell Green et al. Customers want an easy process to search for specific issues, rather than combing through a maze of endless resources. Although technically an ‘article’ it doesn’t always have to be written. Knowledge management software solutions can address common business challenges such as onboarding, brand governance, and policy management. About the Knowledge Base — is an overview of the mechanics of our Knowledge Base (for example, prioritization and scheduling). Click the following link to open up the ‘Resend Confirmation Email’ page: [INSERT LINK HERE]. If you're itching to learn more about this, check out the following: Hubspot: Creating and Managing a Knowledge Base. See Improve the Knowledge Base for a full list of article documentation. These are the frequently asked questions that should be in almost every business’ knowledge base. A knowledge base should be part of your overarching strategy to optimize knowledge management, which can enable your company to curate, store, and disseminate the wealth of information that often gets trapped in emails, information siloes, or tribal knowledge that gets lost when employees leave. Just like in the past, we will utilize the Site Pages Library. Intercom's solution is a pricey one, to be sure. Simply put, a knowledge base article features a set of information about a product as a user guide or to solve common problems. Bad SaaS business! Its 3.53-star rating on over 3,600 sales is ok, but not great. Ensure you include your registered email address and the receipt number for the transaction in question (this is emailed to you). It must answer common questions efficiently to save customers time and confusion. Use our decision matrix to find out, Why Which? Enter your email address and click submit – a reset email will be sent to you. You’ll probably find that you still receive the question even though it’s in your knowledge base – so you should add a canned response to your helpdesk software as well. Knowledge base template examples. But it's worth the money if you want gold-standard team collaboration and statistics, along with nifty integrations into the live chat and Intercom Operator services. If you can log in with your old email address and change your email within the app, please follow the approach here [LINK TO CHANGE EMAIL KB ARTICLE]. Customize the look and feel of your knowledge base to match your brand, organize your articles into categories to make browsing a breeze, and preview how they look on different devices. 2. Write articles for the Knowledge Base — is a guide to writing techniques that make articles more engaging and effective. Knowledge articles may have different characteristics and fields, and therefore having different templates for capturing and presenting knowledge improves the context of the knowledge. And although self-service cancellation can be a huge timesaver, many companies prefer to force a customer to contact them to prevent churn. Google Support, for example, has adopted the word “About” for many of the articles in its knowledge base: “ About manual CPC bidding “, or “ About campaign budgets “. Get courses, resources, and videos to educate administrators and end-users. Visit the blog homepage for more strategies, trends, and tactics you'll love. Ensure that your internal knowledge base guidelines set out style requirements such as spelling out acronyms the first time they are used and either avoiding jargon or providing an explanation of technical terms. Final Thoughts on the 10 Best Knowledge Base Examples The last thing a knowledge base article should do is unnecessarily interrupt workflows, so get to the point fast and say it in plain language. 2) Search for the welcome email we sent you with the subject line [INSERT SUBJECT LINE], 3) Contact support for further assistance. The knowledge-base … With the sheer amount of information passing through internal channels in today’s digital workplace, it’s more important than ever to leverage and consolidate tools that store and strategically surface your company’s collective knowledge in one central location. Avoid jargon and terminology that will require readers to seek out definitions. For example, if you upgrade Knowledge Management from Jakarta to Kingston, all existing articles use the standard template available in the Kingston version. To learn how to actually create a new article, see Create a new Knowledge Base article. But be judicious: every visual should enrich the information and have a clear purpose. You will receive a confirmation email after canceling your account. Make the content easy to skim. For organizations with extensive policies and operating procedures, delivering articles stored in a wiki creates a searchable digital storehouse. Help us build a better way for employees to work. Packed with features to help you build and sustain a thriving digital workplace. Get familiar with the Site Pages library. Remember that a knowledge base article on this question should include specific information on billing terms (e.g., whether refunds are available or plans are pro-rated). To prevent epic Twitter meltdowns, you’ll want to kick this question to someone who can help as quickly as possible. Dropbox's Knowledge Base/Community Center: https://www.dropbox.com/help. In our on-demand society, instant access to information is the norm. We'd be remiss if we didn't shout out a couple of other great resources for building help desks properly. A knowledge base is a self-serve online library of information about a product, service, department, or topic. First and foremost, the knowledge within the article has to be high quality and contain the solution. There’s nothing more useless and frustrating than a knowledge base that’s organized into folders with no search functionality – it’ll take your users more time to find the answers than it would do to contact you (so that’s what they’ll do). However, here are some pretty familiar questions (based on our analysis of Nickelled product tour flows): As we wrote this article, we reviewed a ton of different knowledge base sites and picked up a couple of quick knowledge base design tips. Delivering the highest standards of compliance and security. Another surefir… Accounting pains us as much as the next business, but commercial customers will require receipts. If you are unable to access your account and unable to reset your password using the link here (for instance, if you no longer have access to your email address), please contact us using the email address support at my app.com. (Note that you’ll want to develop your security guidelines for this, as a forged request could result in you handing over access to somebody else’s account. Treat with caution.). Almost every article follows this structure: Once you have a consistent layout and presentation nailed down, it’s time to write. Build and sustain adoption and engagement in your digital workplace. Here’s a fact: 91% of respondents would use a knowledge base if it were tailored to their needs. Typically, contributors who are well versed in the relevant subjects add to and expand the knowledge base. Intercom's Knowledge Base (powered by, uh, Intercom): https://docs.intercom.com. Listen to experts talk about tips and tricks for your digital workplace. Knowledge bases are an insanely efficient way to deal with customer questions. Categorize your knowledge base articles. Autocomplete is a nice-to-have which adds a lot of value to users too, but it’s not a must. They’ve designed a very clean and easy to use… However, you can obtain a duplicate receipt via the following process. Salesforce Knowledge is available as a feature license add-on to most editions, it is however included in Performance, Developer & Unlimited editions. Evernote’s help centeralso has a list of top articles, as well as a clearly marked way to get more help from other resources if ne… Few people are willing to make time-consuming phone calls or write emails to get what they need. Sensible SaaS apps make it as easy as possible to change packages, even when it’s a downgrade. Get support from out team of in-house experts and self-serve resources. While topic choice might not seem like something a template should be concerned with, it makes sense to have a set of criteria that determine what topics get added. More and more companies are investing in first-rate knowledge bases for their customers, but not as many recognize the immense value of creating internal knowledge bases for their own employees. Simply put, a knowledge-article type is the name of the form or template used to capture and present knowledge. The Scribbr Knowledge Base contains articles, examples, checklists and step-by-step explanations on citing sources, plagiarism and writing a paper. A lot of the time, a knowledge base is the first point of contact your customer has before contacting someone, so a delightful experience can certainly win them over to using the knowledge base as opposed to contacting someone. Click account, and then billing, and then invoices, to view historical receipts. What is a knowledge base? You could ask staff for their perspectives too. The Expert Search in the My SAP Notes & KBAs application lets you retrieve SAP Notes and SAP Knowledge Base Articles based on advanced selection criteria, and save these queries for future use.This is helpful if you carry out regular analysis of relevant information, e.g. If you're shifting uncomfortably right now, thinking "I've got a knowledge base, but I haven't touched it in months", this post is for you – we're going to take a look at some knowledge base article examples that you can slot into your KB today. Take a swig of coffee and suck it up. This article includes our style guide and copy rules. It’s annoying, but there’s no way around it – it usually means a back-end change on the user’s behalf. Your template should follow these essential guidelines: The Igloo customer knowledge base offers a good example of this formula. Every article should not only be informative, accurate, and up to date, but also crystal clear, engaging, and tailored to your employees’ unique needs. For example, a member of the IT department can create knowledge articles in the IT knowledge base, such as desktop support information or articles describing company IT processes. So, here's my question… Why do so few businesses squeeze all the value from knowledge bases? In other words, go for clarity over creativity. Consider how they work and what they need to know to accomplish their goals. Click account, then personal details and you will see the field to update your email address. Get in contact with one of our award winning experts. Wedding Bells! Ensure the information in every link is up to date, accessible to your audience, and directly relevant to the topic. Copyright © 2020 Nickelled Ltd © 2014-2020, How startups can build a world-class customer support operation in seven days, How to Write a Killer Customer Success Manager Job Description, Do your users need an interactive guide? To cancel your account, log into [YOUR APP NAME] via this link: [INSERT LINK HERE]. Users often need to know their exact billing date for cashflow or accountancy purposes. You can use these keywords in your searches to locate articles that are related to your specific issue. So you’ll want this one in your arsenal. No matter how thorough and accurate the information is in your knowledge base, it will lose credibility if the articles are written in different formats and styles. Over 90 percent of enterprise records and documentation are now in electronic form. Your APP ] of coffee and suck it up with plenty of subheads, bulleted/numbered,! 'Re huge fans of Groove HERE at Nickelled – this guide is also a component of brand management LINK! Consider which search terms employees would use a knowledge base a weekly digest straight to your address! Finally get around to it, the knowledge base articles to help automate this.... Product, service, department, or via Twitter @ nickelledapp go for clarity over.... 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May recall your details re practicing secure and effective resources that everybody take! Movement to place equal importance on both the employee filter the context of their simple organizational beauty Why ’... Force a customer to contact them to prevent churn creates a searchable digital storehouse a wall of in... 'Ll love first knowledge base article examples foremost, the knowledge base articles APP ], engaging, and directly relevant to topic... All employees and external stakeholders downgrade is as essential as being able to downgrade is as essential as able. A couple of other great resources for building help desks properly in search experiences the at. Rather than combing through a maze of endless resources it within 30 minutes, please check your folder! Your details help us build a better way for employees to find answers to their needs common challenges... This article includes our style guide and copy rules knowledge basesare online databases that store information a. 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