Importance of a Knowledge Base Owner
Why is it important to have a knowledge base owner?
Having a dedicated knowledge base (KB) owner is crucial for maintaining consistency and quality. The KB owner is responsible for overseeing the creation and updating of content, ensuring that it meets established standards and is consistent across the board.
This person acts as the main point of contact for the team, prioritizing and scheduling content creation based on identified issues. By regularly monitoring the KB, the owner ensures that new content is timely and existing content remains relevant and accurate. This role is essential for a well-organized and effective knowledge base. For more details, check out the originalZendesk article.
More related questions
How can support agents contribute to the knowledge base?
Support agents play a vital role in identifying issues that need documentation in the knowledge base. By flagging issues during support interactions, agents help ensure that the KB remains up-to-date and relevant. Agents can use tags or custom…
Who should write content for the knowledge base?
Designating specific individuals or teams to write content for your knowledge base is essential. Without clear responsibility, content creation may be neglected. Teams may include dedicated technical writers, subject matter experts, or support…
What are the standards for authoring quality knowledge base content?
Quality knowledge base content should be clear, concise, and consistent. Developing a template for articles can help maintain these standards by providing a structured format for authors to follow. Articles should be short and divided into sections…
Why are technical reviews important before publishing knowledge base content?
Technical reviews are crucial to ensure the accuracy and reliability of knowledge base content. Users need to trust the information provided, and errors can undermine that trust. Subject matter experts should review articles for thoroughness and…
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