Knowledge Base — User Guide

Recommended roles:

• Knowledge Base Admin: categories, publishing rules, governance policy.
• Knowledge Base Editor: writes/updates articles, manages drafts.
• Support Agent: links articles in ticket replies.
• Viewer / Customer: reads published content (based on visibility rules).

Best practice:

• Limit “publish to customers” to admins/trusted editors.
• Require an owner for each category.

1) Create categories

• Create categories aligned to product areas (Billing, Inventory, HR, etc.).
• Standardize naming: “How to…”, “Troubleshooting…”, “Policy…”, “SOP…”.

2) Define visibility rules

Decide:

• Which categories are internal-only
• Which categories are customer-facing
• Whether drafts can be previewed internally

3) Create a starter article set

Start with 10–20 high-impact articles:

• Top support questions
• Common onboarding tasks
• Core module workflows
• Frequent errors and fixes

4) Standardize article format

Recommended format:

• Summary (1–2 lines)
• Steps (numbered)
• Screenshots (where needed)
• Common mistakes
• FAQ

5) Publishing cadence

• Weekly: publish gaps and fixes
• Monthly: refresh top viewed articles
• Quarterly: reorganize categories and deprecate old content

Workflow 1: Create and publish an article

1. Create a draft article
2. Write clear steps + add screenshots
3. Place it in the correct category
4. Set visibility (internal vs customer)
5. Publish
6. Recheck accuracy after publishing

Workflow 2: Deflect repeated tickets using KB

1. Identify top repeated ticket topics
2. Create/update an article for each topic
3. Link the same article in replies consistently
4. Review if ticket volume drops
5. Improve the article based on confusion patterns

Workflow 3: Monthly content review

1. Review most-viewed articles
2. Fix unclear steps
3. Update screenshots if UI changed
4. Retire or rewrite outdated articles

• Most viewed articles
• Search terms (content gaps)
• Helpful / not helpful feedback
• Recently updated list

Screenshot coming soon.

Screenshot coming soon.

Screenshot coming soon.

Screenshot coming soon.

Customers can’t see an article

• Confirm article + category visibility is customer-facing.
• Confirm article is published (not draft).

Too many duplicates

• Assign owners per category.
• Add a publishing checklist.
• Use templates for common formats.

Support agents don’t use KB

• Provide canned replies with KB links.
• Add a rule: repeated issues must link an article.
• Track deflection monthly.

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