What to write in the knowledge base

[sakibkhan22197]

provide answers to frequently asked questions from users in online chat;
close gaps in user and new employee onboarding;
record new knowledge of support staff and the product;
save useful document templates;
leave recordings of trainings and webinars;
decipher terms specific to your service.
We will help you set up support mechanics for your tasks.
Our experts from the growth team will analyze your support belgium email list team processes and offer mechanics for multiple growth.

Sign up for a consultation
How to create a knowledge base. We analyze on the constructor Carrot quest
Below we will tell you how to create a convenient knowledge base in 5 steps using the example of the Carrot quest constructor.

Step 1. Find a service for posting articles
Here are some criteria by which you can evaluate the service:

Relevant for Russian software: the platform uses the Russian Data-center. So you will get a service that does not violate the law and protect yourself from fines;
Interface. The simpler and clearer the visual of the service, the sooner employees will get used to using it;
There is a folder system and search. This parameter determines how convenient it will be for managers and users to find an answer to their question;
There are tools that teams need. Support and success will most likely need user retention tools. For example, you can identify a segment of those who never completed onboarding and send them a reminder in a newsletter ;
Answers can be automated. This will help to delegate answers to repetitive questions to an AI bot over time and reduce the support budget;
Integration with current services. This setting will affect how long it takes to implement new software.
We compared several knowledge base creation services in a separate article.

Step 2: Think about the folder structure
Before collecting information for articles, determine the structure of their storage. This will help you understand what topics to include in the knowledge base, who will benefit from them, and what experts are needed.

There are several ways to organize information in the knowledge base:

By directions. For example, in the Carrot quest knowledge base, our products act as the main categories: chat bot, email newsletters, etc.
By readers. You can create materials for beginners and experienced users.
By chronology. So, if you have a clear schedule for publishing features and articles, it will be easier to find them by release date.
We recommend sorting information by direction and hierarchy: from general to specific. For example, a new employee who wants to know when to expect his salary will go through the following path: folder "About the company", section "HR", subsection "Accounting" and to the article "Procedure for calculating and paying salaries".

For easy navigation within articles, work on the table of contents and adjust the visibility of the text.