Standards for Quality Knowledge Base Content
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 with clear headings, making them easy to scan. Use action-based titles, bullets, and numbered lists to enhance readability. Define terms and link related articles to provide comprehensive information. These practices ensure users can easily find and understand the content they need.
More related questions
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…
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…
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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