A knowledge base is a repository of knowledge or information about various topics, related to a product or service or any technical issue. The knowledgebase maintained by an organization would contain various articles on the subject matter, which would be written either by in-house experts or outside professionals.
A good knowledge base is one which contains complete information on all aspects of the subject. It could be in the form of articles, advice, FAQ’s, troubleshooting guides, etc.
Make a plan on paper
The first thing you need to do is take a pen and paper and make a plan of how you are going to present the knowledgebase. Make an outline with details of what all information you are planning to share on the knowledgebase, the various sections, sub-sections, etc.
Keep your user in mind
The user of your knowledge base is primarily the customer. So build your knowledge base around the needs of your customers. The needs of the customer could be to get correct information and tcontinue reading →