Roles in Creating Knowledge Base Content
Who should be involved in creating knowledge base content?
Creating knowledge base content involves writers, subject matter experts (SMEs), and reviewers. While professional writers are ideal, support team members with writing skills can also create content.
SMEs provide the necessary information, and reviewers ensure accuracy. In smaller teams, these roles may overlap, while larger organizations might have dedicated roles for each task.
More related questions
What are the essential questions to ask when planning a self-service content project?
The essential questions to ask when planning a self-service content project include: when to launch your help center, who will write the knowledge base content, and who will set up and make the help center live. These questions help in laying the…
When is the best time to launch a help center?
The best time to launch a help center is as soon as possible, ideally when you go live with Zendesk Support. This ensures a multi-channel solution from day one, allowing your knowledge base to assist customers immediately. However, launching after…
How can a small team effectively launch a self-service channel?
A small team can effectively launch a self-service channel by utilizing available resources creatively. This might involve having support team members write content and SMEs review it. The help center administrator can also handle setup and…
What roles are needed for setting up and branding a help center?
Setting up and branding a help center requires a Help Center Administrator and a Help Center Designer. The administrator handles setup tasks like enabling the help center, organizing content, and defining user roles. The designer works on branding…
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