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 fields in tickets to indicate when a KB update is needed. They should also search for existing documentation to avoid redundancy and suggest improvements when necessary. Integrating content creation into the support workflow can further enhance the KB's effectiveness.
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…
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…
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…
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…