Determining Articles for Your Knowledge Base
How can I determine what articles to create for my knowledge base?
To determine what articles to create for your knowledge base, start by analyzing existing resources like support requests and internal documentation. These resources can reveal common issues, frequently asked questions, and known problems that impact many customers. By reviewing these, you can identify topics that need to be addressed in your knowledge base.
Additionally, tools like Google Analytics can help track what customers are searching for on your website, providing further insights into what content is needed. Engaging with subject matter experts and your community can also offer valuable input on what documentation is necessary. For more detailed guidance, check out the originalZendesk article.
More related questions
What resources can help me find article ideas for my knowledge base?
Existing ticket data, internal documentation, and support macros are excellent resources for finding article ideas. By reviewing these, you can identify common support issues and customer pain points that should be addressed in your knowledge base….
How can Google Analytics help in creating knowledge base articles?
Google Analytics can be a powerful tool in creating knowledge base articles by tracking the search terms your customers use on your website. This data can reveal what information customers are seeking, helping you identify gaps in your current…
How do I organize and assign writing tasks for my knowledge base?
Organizing and assigning writing tasks for your knowledge base involves creating a comprehensive list of article ideas and then dividing the work among your team. Start by capturing your research findings in a document or directly in your content…
What role do subject matter experts play in creating knowledge base content?
Subject matter experts (SMEs) play a crucial role in creating knowledge base content by providing insights and expertise on specific topics. They can help identify what needs to be documented and ensure that the information is accurate and…
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