Implement a knowledge base system today and reduce your customer support cost by 67%. Write a knowledge base article with your public in mind – the people who use your software. Activate theme after upload. That’s why we’ve put together the ultimate guide on how to write a knowledge base article to improve customer support. Carry your brand identity into your knowledge base. Make sure your intro answers fundamental questions: When creating your internal knowledge base, some articles may be short (less than 100 words). When covering significant problems, you can add a FAQs section at the bottom of the article. To make things easier, you need a strategy in place. WebberZone 100+ active installations Tested with 5.5.3 Updated 5 months ago Knowledge Base CPT (2 total ratings) Enables a 'knowledge base post' type and 'section' taxonomy. To make useful videos, you need software for screen capture and editing. Your knowledge base article should also be written in the right tone of voice—professional, but friendly. This way, you get to know the people you’re really speaking to. Another surefir… Avoid ambiguity, by being as precise as you can. Give out information on the company and its activities. Many companies have enthusiastically launched their customer s... Get full access to the Document360 platform. You need to keep every piece of content in your knowledge base relevant to your public. In some cases, they’ll be transferred over and over or told to call back. Ninety-one percent of them are already sold on self-service via a knowledge base as long as it meets their needs. First, note down the main thoughts, then develop each one with the necessary details. As with marketing, you should build a persona – your average client. On the Create new article page, select a knowledge base. By following these guidelines, you can manage to create valuable articles and provide your audience with consistent content, to help them help themselves. Use Google Analytics to discover what people are searching for in your site and write articles about the missing terms. A content plan puts your ideas in order: topics to include and subjects to develop at every step of the project. customer support, customer success, sales). And to host your videos, you can use platforms like YouTube, Vimeo, or Loom. Our KB was full of technical guides, FAQs, process manuals, and outage alerts. In Create knowledge base from, select what to base the knowledge base on: Select None if you do not want to base the new knowledge base on an existing … Use a single term for every concept across all your articles, to avoid confusion. Your knowledge base should not be cluttered with articles that answer one or two customer queries each year, but neither should it be so basic that it’s rarely helpful at all. So, at the bottom of each article in your knowledge base, ask your audience to evaluate the content. This way, users who read more material to look for answers won’t end up wondering if you’re talking about the same issue. They end their articles with a question like “Was this information helpful?“. If any problem can occur while performing a step, make sure you mention it when you describe the stage. This number is higher (89 percent) among millennials, the largest generation right now. Try this: Create a style guide for your knowledge base. Too many unnecessary words will make readers lose their patience. Adding relevant images when you write a knowledge base article can help you explain notions better. Flat Base is a Knowledge Base theme that offers a minimal flat design. You can also use video to start your topic and continue with written instructions that are easier to follow. Give examples to clear doubts, when you feel this could add value to your readers. This method helps you to create content on a regular basis and makes sure you cover all the essential topics. Every (registered) user can create or edit it with the wiki knowledge base displaying the change almost instantly after an edit. This type of content can help to create a knowledge base article more engaging and more appealing to your customers. A well-organised text is easy to scan for answers, unlike video, which users need to watch from beginning to end to capture the information they need. Don’t use advanced terminology. And before writing the article, go through the process yourself. Is it meant to provide information on your product and services for new customers? The usability of your knowledge base depends on how you organize information and how clear your articles are. It helps your customers save time and provides a better experience. Here’s a 7-step guide with knowledge base examples to help you kickstart your own project: What is your knowledge base about? You could create a condensed, detailed knowledge base for your external audience, while simultaneously building an internal knowledge base with technical and onboarding details for your customer support team members. An example related to customer service is the “Support” or “Help” pages that most companies have. It must tell your public what’s in your article. Avoid jargon. The categories shouldn’t just make sense for you, they should make sense for the customer. Writing an incredible knowledge base article takes effort. Here’s a 7-step guide with knowledge base examples to help you kickstart your own project: 1. Create a different article for every pain point you identify. I assume you might want all the Wiki pages to have the same look and feel, so why don’t we create a basic page we will reuse for our Knowledge Base Wiki in SharePoint Online. Typically, you’ll want to create different articles for each significant product feature or service and group them accordingly. The fewer words you use, the more comfortable the reading for your customers. 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. Some articles may not turn out as well as others, the page structure might confuse some customers, and so on. After all, customers know that reaching out to a live agent means spending a big chunk of time waiting for a response or explaining their issue. Provide product support for basic and frequent issues, Offer information on pricing plans and discounts. This is also where design comes into play. Configure knowledge bases into product or service categories and manage user access based on permissions. Are they looking for an easy and quick solution to a problem? Why you need a knowledge base In today’s connected world, people expect and demand easy access to accurate information. Ask them what issues keep coming up. This is a process you can repeat to constantly enrich your knowledge base. So, when you start building a knowledge base, keep these characteristics in mind – it’s the only way to ensure your customers will get the most out of the useful information you provide. Ready to create your first knowledge base article? Here are some examples from MailChimp: “Set Up MailChimp Subscribe for iPad“, “Create a landing page“, or “Use Button Content Blocks“. This helps reduce customer support tickets, pinpoint problematic areas in documentation and improve your User Happiness Index. When the topic requires more words, break the text up to make the article easy to browse. Highlight every step (with numbers, bold text, headings, or subheadings) to make them visible. And the ultimate benefit? Adjust the layout as you wish. Next, the theme wizard prompts you with a few actions you can take next. Our Shopify integration is available now! Install and activate the plugin on the Plugins page of your WordPress admin dashboard. A knowledge base is a long-term project, the Sagrada Família of the software world. Document360 helps to build amazing online knowledge base (public or For example, with an effective customer support software, you can integrate your knowledge base to live chat. And that’s not something you can craft overnight. What seems obvious to you isn’t always self-evident for a new customer. Write a knowledge base article with a balanced mix between your expertise and what the audience needs. We use wiki knowledge bases almost every day, so … Popular knowledge bases, like Google Support or Facebook Help Centre, use a straightforward system. Long ago, I spent some time at a global bank helping to manage the technology support desk’s knowledge base (KB) in a software system called ServiceNow. Your instructions should be enough to provide your readers with all the details they need to get the most out of your product or fix their problem. “how to create a knowledge base”). List questions ranging from the most basic to more complex. WordPress Wiki & Knowledge Base Plugin Method. An effective knowledge base template makes complex knowledge simple to consume. Interested in becoming an Acquire Partner? Finding an answer shouldn’t be a scavenger hunt. It comes with a bbPress integration to help you easily create a … In fact, when they have a question, 66 percent of customers try self-service first before deciding to contact customer support. Knowledge bases can be used both internally. If you can’t quit on all technical terminology, consider adding a glossary that users can refer to when they don’t understand a term. First, note down the main thoughts, then develop each one with the necessary details. Customers will be able to browse through your articles via the widget that appears on any page they’re on. Knowledge bases can be used both internally (a way for employees to find quick answers to help them on their job) and externally (for customers). 3. Are you ready to get started with your knowledge base? To provide clear instructions, you can also add graphic elements to your images, such as directional arrows or circles, to guide your reader’s attention towards the subject of interest. Check your grammar. Even if you're a jack-of-all-trades, it’s unlikely you’ll know how to address every customer query. WordPress Wiki & Knowledge Base Plugin Method. This blog will show you how you can create a Knowledge Base for free. A wiki knowledge base is a centralized information storage that allows multiple users to access and share that information. Keep a unique voice in all your articles. But that’s not the case when you write a knowledge base article. Announcing: Our Shopify integration is available now! The information maybe regarding the specific product or the services the company provides. Don’t make assumptions. Did you use any of the above-mentioned practices? When you furnish your articles with links and helpful details, you provide your customers with everything they need and they won’t have to call for support. It will help you put your ideas in order. So, when you start building a knowledge base, keep these characteristics in mind – it’s the only way to ensure your customers will get the most out of the useful information you provide. The list of article templates to select in the next step is filtered Just put three to five short sentences together, in which you explain what the article is covering. If you want to go back or forth inside the text, you can do so by clicking the specific part in the table of contents. When following a sequence isn’t necessary, start with the most simple notions and leave the complicated concepts for the second half of the article. In addition to helping you create a separate knowledge base section complete with articles and categories, here are some of the features that we think make Heroic Knowledge Base stand out: This way, you’ll make sure you don’t miss any actions or steps. You can name it using “You May Also Like” (Evernote), “Related Links” (Google), “Related Articles” (Facebook Help Centre), or other similar titles. People are more likely to remember technical details with coloured images, which increase a reader’s attention by 82 percent. Learn how Acquire improves support and increases sales. Also, consider how you’ll “distribute” the knowledge in your knowledge base. When you direct your users to a specific page or section, add a link to it. The importance of knowledge base SEO Use lists, bullets, and tables to express your ideas. Organize your article logically – from the first step to the last one, in exact chronological order. Ask yourself if your knowledge base article template: 1. Using a screenshot tool, you can capture the right image for every step of the process and back up every instruction with the perfect visual. Write as you speak, to make sure your readers understand what you say. Set up milestones periodically where you’ll collect all data. Providing additional information helps your readers find all the details they need without effort. When people can choose between video and text to learn about a product, most of them go for the video. These pages are static, but knowledge bases don’t always have to be. Involve your team to brainstorm fixes faster. Two heads are better than one! OneNote has filled the role for teams to quickly and easily create their own knowledge base. For information about doing so, see Run the Data Quality Client Application. Optimise for targeted keywords. However, your knowledge base isn’t your business blog. Steps to create a knowledge base in WordPress. Knowledge base software serves as a centralized hub where you can store, share, and maintain company information. Whatever the purpose, be sure to define your knowledge base to customers, too, so they’ll know what to expect right off the bat. This is why a collaborative effort across the company (no matter the size) is needed to ensure a comprehensive and accurate knowledge base. Building out that set of content is no small task, so is it worth spending the effort? The first step is to choose topics that your customers will find useful. Churn. Customize workflows for publishing and retiring articles in You need to test your content and improve it on a regular basis. Knowledge management enables you to create, curate, share, utilize and manage knowledge across your whole company and across industries. That’s why you need to plan your content ahead. Provide step-by-step guides on service setup, troubleshooting, etc. They’ll stop reading and call for support to get quick answers. In this case, get right into the answer. This makes setting up your knowledge base website a cinch and requires no coding knowledge. Do you want to create a to-do list in your WordPress site? You must go beyond your competencies and see how to put your knowledge to work. Every article should be easy to follow, to make things as comfortable as possible for your users, no matter how familiar they are with your product. There are a few ways to add a wiki knowledge base to your WordPress site. via connected AI-based chatbots) to understand queries and produce answers without human intervention. Here, you can give short answers to possible questions that a user may have after reading the text. Good writing is essential to convey your message and engage readers. You need to develop your skills to write content that’s engaging, clear, and informative at the same time. With the help of drag and drop method, it becomes very easy to maintain already created documentations as well. Zendesk is well known for creating a good Knowledge Base. The titles you give your articles should be specific — what question you answer or what problem you solve. To make your knowledge base article creation easier, you could use a knowledge base software like Document360. 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“. It explains what each article is about with minimum words. Start Data Quality Client. At the end of each article in your knowledge base, you can include a section for further reading, where you list articles on similar topics. How will it be linked to from other pages? So, use video content only when it allows you to add value to your readers. There are many more options than these four types of titles. Google uses this approach to provide its users with more information about complex topics. Organize your article logically – from the first step to the last one, in exact chronological order. When it comes to customer service, think of your knowledge base as a digital customer support agent. Navigate to Knowledge> Articles> Create New. Also, different actions in the customer journey might require separate articles (e.g. If you have a WordPress Website and want to create your first Knowledge Base, you are in the right place. Determine the higher level categories first and then break them down into subcategories. On the Menu go to Knowledge Base then Configuration. Avoid slang and jargon, as well. For this purpose, we are going to use the BetterDocs Plugin. However, there are a few key components that separate an effective knowledge base article template from one that misses the mark. You can easily add and organize articles in your admin panel under the Knowledge Base tab. An incredible self-service knowledge base article is updated on a regular basis. Create articles and benefit from shared editing and team feedback. This theme is fully responsive and looks great on all devices. In these situations, your users are looking for quick solutions. HelpieWP lets you create a powerful knowledge base with dynamic Insights into your users. If a good number of people have asked for it, you can create a new knowledge base article or supplement an existing article with that information. One can create a knowledge base or help solutions page using existing posts, pages, custom post types or by adding new documents (another Custom Post Type provided by Documentor). You’re the expert, but what the customer wants to hear is equally crucial to the success of your knowledge base software. Super SEO Tactics to Optimize Your Knowledge Ba... Keep a conversational tone. Plus, you increase the time users spend on your site, which is a good sign for Google, and can help you improve your SEO. A video is a good fit for tutorials, tips, descriptions of your product’s latest features, and summaries of white papers, and other similar complex documentation. Your knowledge base should be accessible to all your customers, regardless of their educational background or area of expertise. Both of those and more? Also, as we already mentioned in step 2, Google Analytics provides information on user behavior throughout the site. The decision really comes down to your preference. Create a knowledge base to provide a self-service platform for users to store, share, and manage content. If your customer uses your instructions to get things started, this information will be useful. And, if your knowledge base doesn’t cover them, they can immediately reach out to a live agent from the same widget. Think about what brings the readers to the article in the first place. To write a knowledge base article, start with building a structure. Look into your CRM or other system and scour analytics about interactions with customers. You could ask staff for their perspectives too. Focus on the most basic issues, the ones that can usually be resolved on the first call – these are the ones suitable for self-service. set up an account, proceed to checkout, integrate with other software). Learning to create helpful knowledge base articles takes time and practice. As you set a budget and some realistic objectives, you create a picture that gets clearer with every new detail. Who will be responsible for SEO (Search Engine Optimization). Input for topics will come from your customers. So, in order to improve your knowledge base, make sure you gather feedback. This step will make or break your knowledge base. But the most important thing to remember is to act on feedback you receive; reports show that “79 percent of consumers who shared complaints about poor customer experience online had their complaints ignored.” And that means you risk losing customers to your competitors. Never add sales copy. the ultimate guide on how to write a knowledge base article, optimizing your knowledge base SEO efforts, table of contents on the left side of the screen. However, customers might actually tend to search for “Gmail” or “sending an email” and expect to find articles dedicated to this. And ask for their opinion, too – for example, software engineers who’ve built the product might tell you that some particular functions need to be explained. Needless to say, when big changes happen (e.g. To increase the usability of your knowledge base, you should backup your videos with text — an optimized transcript of the visual content added to the same page. Often, you can use them to interact with users (e.g. Asides from improving the writing process through it’s simplified WYSIWYG markdown editor, it also makes it easier to improve your knowledge base’s information architecture. Placing the image first can create confusion, if the reader doesn’t understand what’s illustrated in it. It can help users who want to apply in real time to what they read. The “How to” title can also be a smart choice. You’re an expert, but your audience has less knowledge on the topic. You can also work with words such as “Setting up“, “Creating“, “Getting started“, or “Using“, depending on your activity. Search scores indicate the level of confidence for the results of a specific search,enabling a bot to orde… Maybe the screenshots you’ve used need to be updated, or a feature you’re describing was discontinued. For example, the engineering department might be able to run tests to see where customers face obstacles when using the product. Write a knowledge base article to reflect your objectives: you need to provide your clients with an excellent customer experience on your website, increase traffic, and improve customer retention. Is it a support resource for existing customers? Team members can join forces and contribute their unique knowledge in one place. If you want quick knowledge, find out for yourself. Identifying the Knowledge Base Type Your knowledge base software can be either internal or external or both. Create a New Page (make sure to choose Site Page from drop-down – that’s the Modern Page!) Link to other pages when you think another article can provide more details on a topic. What topics are you going to cover in your articles? It’s quick, comfortable, and efficient. Defining the scope of your project can help you build a solid foundation for it. If your colleagues have additional data, make use of it, too. private) in minutes! Using videos can help you in optimizing your knowledge base SEO efforts. A thought-out title is essential because it’s how customers will actually find the answers to their problems.The fact of the matter is this:If your customers don’t know the knowledge base article can solve their problem, it doesn’t matter one lick how good the rest of the article is!So make your title count. Create a Knowledge Base for Free. When your article doesn’t get good ratings, it’s time to make some changes and improve usability. Many different organizations use knowledge bases but they all use them for the same reason: they are useful. Why not give Document360 a try? How to create knowledge base content. You don’t use your company’s knowledge base to sell, so focus on usability, not drawing attention or hooking new clients. With the information at hand from colleagues and your own experience, you’re well-positioned to structure your knowledge base. Knowledge bases can include documents, guides, FAQs, and more. But, in the world of customer service, it’s a safe bet this is how many of your customers feel. Most of all, a knowledge base should build upon itself to coalesce into an educational archive that’s accessible and practical. Don’t get us wrong – this isn’t a jab at formal training or education. Keep it consistent with your overall company branding, and include formatting and writing guidelines specific to your knowledge base articles. This is a big opportunity to provide excellent service to the vast majority of your customers and build loyalty to your brand. Getting things done can often be boiled down How to Create a To-Do List in WordPress - Knowledge base An effective knowledge base can vastly improve your customer service. Simplifies the user experience. Wiki's seem old school now. If lots of customers are looking for “Why is my credit card rejected” in your knowledge base search bar, you need to provide answers. Fail to give them that, and you’ll lose them instead of selling more. From the Knowledge Management homepage, click the more icon () and then select Create Article. What you do at this stage is vital for how you develop your content. And, your ideas for quality content become easier. Heroic Knowledge Base is our knowledge base plugin solution to help you add a knowledge base to an existing WordPress installation and using your existing WordPress theme.. Let’s start at the beginning – your title. Make your knowledge base easily searchable on the internet. One or two paragraphs are enough to enter into any topic. MailChimp places a table of contents on the left side of the screen with the title “In this article:“. Otherwise, customers might get tired of blunt, uninformative language and churn. Place the video at the beginning of the article or at the top of a new section. From here we shall do two things; Configure the knowledge base; we will select a Layout, set the Style, Colors, and the slug. If you want to add a wiki knowledge base to your existing WordPress site, then the easiest way to do it is by using a WordPress wiki knowledge base plugin. Yes! The first step to improving articles is getting feedback from your users. This way you give your users all the information they need to draw more benefits from using your product. For example, your knowledge base may need to: In the end, your knowledge base will be what you want it to be – or rather, what your customers would find the most useful. Have you ever had trouble creating top-notch knowledge base articles? Plus, they save you and your readers a headache. We use cookies on this website to ensure you get the best experience. Communication becomes faster, more comfortable, and efficient. Simple as that! From top to bottom, a knowledge base should be educational, motivational, and organized. This way, users who don’t need to go through the entire article can jump directly to the part they’re interested in. Now that the plugin is installed and activated, we can go ahead to create a knowledge base for our website. This helps keep your knowledge base uniform and professional, no matter who's writing articles or updating content. It’s a good idea to identify your Frequently Asked Questions (FAQs). To write a knowledge base article, start with building a structure. With an uncompromised authoring experience, you’ll be writing incredible knowledge base articles in no time. This way, people who aren’t in the right place can easily find what they’re looking for. Now they’re looking for help and extra information. To find these answers, data is also your friend. After all the work you’ve put into the knowledge base, you hope everything will work. Zendesk knowledge base guide: Knowledge Base is the centralized repository of information which is publicly available to the employees and customers. The sooner you start talking about the topic, the better. Quickly and efficiently create a highly-flexible knowledge base or FAQ on your WordPress blog. As a rule of thumb, the shorter, the better. Also with the online web access (OWA) for Word, PPT, etc., creating a standard library with files is the way to go - easier for users to create and manage content versus the complicated management of a wiki library. When you coordinate an entire team of technical writers, make sure they all respect the same guidelines. Step 2: Create a knowledge base. What icons will we need for each category? This way, your articles will be easy to find with the Search function. Step 3: Create a page template. For example, add or edit your first article, customize your site’s design, or check out KnowAll’s documentation for inspiration and support. Search for the hot topics in the industry and see which results perform the best. Your knowledge base software should be a network of excellent articles that complete each other. Videos are less useful when you’re guiding visitors to solve problems and errors. It must answer common questions efficiently to save customers time and confusion. The ideal size allows you to cover the topic area from all angles. If you post it in the middle of a text, you risk distracting your readers and losing their attention. There are several plugins available, but we recommend Knowledge Base by PressApps (Live Demo available). It will help you put your ideas in order. When you write a knowledge base article, remember, you’re talking to a public that already knows you. So, make sure you deliver what they need, and no one will notice your intro. For this step, it pays to work closely with a designer. That’s the main reason you need to create a knowledge base: because a good part of positive customer experience depends on it. Your brand is your identity. People who access your knowledge base have already bought your product. If you want to add a wiki knowledge base to your existing WordPress site, then the easiest way to do it is by using a WordPress wiki knowledge base plugin. Higher ( 89 percent ) among millennials, the table highlights the section you ’ ll lose instead. Base can vastly improve your user Happiness Index risk distracting your readers and their! ( make sure your readers and losing their attention in customer care milestones periodically where you ’ ll know to. 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