Rather than making them browse through related articles on their own, you can link some of your other articles at the bottom or side of the article. Look how MailChimp’s article titles are all simple and tied to interface items (e.g. What do I mean? Whenever possible, it might even be a better idea to break up the article into separate, shorter articles. kbDoc is a powerful, responsive, and high-performance HTML online documentation template that can assist you quickly develop your next product’s documentation. Without the link at the conclusion of the article, they might never know about that essential function in Asana. At the top of your article, start by succinctly discussing the actual problem that you’ll be solving in the article. Thank you! The structure of a knowledge base article plays a major role in the piece's clarity and appeal. … Write titles based on this information. Knowledge basesare online databases that store information about a specific company, their products or services, or related industry topics. [Brief Description of Problem, if Needed], [Brief Description of Solution, if Needed]. You deliver more consistent customer support. It's evident knowledge bases are an invaluable resource to both your company and your customers. You can use this template for Customer Support Help desk, FAQs template, Wiki template, Documentation Template etc.Wikibase brings a minimal design and beautiful user experience. Thus, the language being used in the titles and articles should be simple, clear, and concise. The core benefit of having a knowledge base is its … ... Uploading a theme/template is an important step while designing a website. If the problem can't quite be solved, the steps can help eliminate potential causes or reveal what the root problem is. This is usually the type of knowledge base article that helps visitors solve problems they're facing with their products. If you do not have access to create an article or service page, click the links to download the templates. Instead, you can reiterate in the final step or paragraph that you've reached the end and that the task has been achieved. When writing new articles for your knowledge base, check out this guide for writing effective knowledge base articles. You can include important facts about each department, directions for product or service usage, FAQs, and original content that can provide in-depth solutions. Utilizing the common knowledge base article templates can play an instrumental role in determining the effectiveness of your self-service customer support. The data is either collected and stored through artificial intelligence or manually uploaded by expert contributors. Docly – Documentation And Knowledge Base HTML5 Template is posted under the categories of Site Templates, Technology and tagged with code docs, documentation, faq, helpdesk, knowledgebase, online documentation, responsive, support on themeforest.net. Heroic Knowledge Baseadds all the features to your site that you will need to create a fully functioning knowledge base. This model assumes the follow organizations are involved in the process: Support HubSpot's knowledge base helps us better serve and delight our customers by helping them access the solutions they need 24/7. Demo Download. Tool description articles give a short description of what a specific tool or function is. But when you do add extra information, make sure you format it so readers know it’s an aside. What do I mean by that? And How to Start Capturing It, What Is Process Documentation? Written by Swetha Amaresan You'll want to lay out steps specifically for articles that are solving problems or showing how to accomplish a task. Use intelligent headings to break up your content into easily digestible chunks. This includes general and tool-specific questions. Embed diagrams and link your articles easily with the rest of your documentation in IT Glue. Need suggestions for your own knowledge base? Asking for help can sometimes feel like giving up. They don’t just solve the current problem a customer is facing. Quick answer articles highly resemble user guide articles. For more information, check out our privacy policy. Marketing automation software. I am restructuring my companys Knowledge Base at the moment and this was very helpful! User guide articles are long, comprehensive guides that cover an entire tool or function. Your template should follow these essential guidelines: Stay up to date with the latest marketing, sales, and service tips and news. And How to Document Your Processes the Right Way, Describe the problem and set expectations, Keep your instructions and FAQs to specific points, Use proper formatting for the table of contents, headers, and asides, Push readers towards other knowledge base articles that help them get more value from your product. Dedicated customers will scroll until the end when they want an in-depth, complete understanding of the problem and solution. As a security administrator (a user with security_admin role), you can configure field-level All you need to do is replace our placeholder information with your content, and your process documentation will be ready in no time. Sign in to Dropbox, click on your name and choose Settings”? You may unsubscribe from these communications at any time. That way, every article will look and read the same way. For example, look how we use Heroic Shortcodes to style asides in our KnowAll knowledge base theme: Readers can quickly distinguish between instructions and the additional information contained in asides. Free and premium plans, Content management system software. This will make the article more all-encompassing so readers can gain all the information they need from a single source. Let’s start at the beginning – your title. However, the difference is that quick answer articles include a table of contents in the form of anchor links -- like FAQ articles -- that allow you to jump down the article to the specific topic you want to learn more about. But, how do you go about creating one? And the more value you can give your customers, the more likely they’ll become return customers. [Final Tips/Information to Note about the Tool]. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, 'd1f2da4f-4677-4c44-a84b-e05ad5642649', {}); This isn't exactly the best news for someone in customer service, but it doesn't mean your job is becoming obsolete. They know that bullet icon means it’s an aside, while that other bullet icon means it’s an essential instruction point. After stating the problem, you should immediately jump into showing readers how they can solve the problem. Creating a killer knowledge base might not be sexy, but it will go a long way towards helping your paying customers get the most from your product. However, not every article will be structured in the same format. Articles can vary in layout and design depending on the solution they're providing. Knowledge base. The briefer this section is, the better, as people reading will likely be looking to get to the steps to solve their problem quickly. How-to articles are typically brief. Knowledge Transfer: What It Is And How to Implement It, What Is Tribal Knowledge? Start off the article by stating what the problem is, for scenarios that are problem-solution based. Using the Knowledge Article Templates feature, as a knowledge administrator (a user with knowledge_admin role), you can create article templates, add or customize fields in a template, and activate or deactivate a template. VedhaDocs – Documentation and Knowledge Base Template. Default templates are used to keep Knowledge Base articles and Service Catalog pages consistent. Sometimes, an article can get pretty long, especially if you've updated it with added information. Thank you. No one likes facing a blank page. Knowledge management relies on an understanding of knowledge, which consists of discrete or intangible skills that a person possesses. Customers are looking for specific and concise answers, and don't want to waste time scrolling through an essay to find it. Be hassle free when you are structuring documentation for your product in the marketplace. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '2e6f527c-d9c5-4a8e-a3ab-aea1faa971db', {}); Originally published Mar 14, 2019 8:00:00 AM, updated April 17 2020, An Easy Guide to Writing Effective Knowledge Base Articles [+ Templates], This Data Shows Why Brands Need a Knowledge Base in 2020, Do Customers More Frequently Use Chat or Phone Support? Also, by showing your text alongside a visual, readers can follow along on their own product while reading your knowledge base and compare their progress. Keep your instructions simple. Develop a template with designated sections to fill in, so that authors include the right information and not extraneous information. So make your title count. This means your articles should be categorized by sections and sub-sections. I think so. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. 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