Common Ground Journal Article Template. It’s easy to confuse a knowledge base article and a FAQ article, since both are designed to help your customer self-serve. Knowledge basesare online databases that store information about a specific company, their products or services, or related industry topics. Your knowledge base should not be cluttered with articles that answer one or two customer queries each year, but neither should it be so basic that it’s rarely helpful at all. … Schedule a knowledge base audit where you would note down articles that need revisions or topics that need to be written about. Drop support has done a great job of this by adding brief descriptions to each category so users know exactly what topics are being covered. Input for topics will come from your customers. They can define basic and advanced features, provide step-by-step instructions on how to use these features, and offer real-life examples your customers can use. It’s convenient, easy to use, and helped us get the job done. Self-service puts the customer behind the wheel when deciding how and when to ask for help. By giving customers 24/7 self-service, support teams have more bandwidth to handle more complex customer questions and issues. Once you have a healthy self-service content library in place, your customers can now find the answers they need without stepping in line for your support team’s help. Sometimes it’s easier to learn by example than to follow tips. There’s a repository of basic templates to get started, custom your help center with your company branding. Want the best customer support and startup content delivered straight to your inbox? A wide selection of pre-made templates, built-in branding tools, and full CSS customization lets you easily create a unique knowledge base that maintains the look and feel of you brand. From top to bottom, a knowledge base should be educational, motivational, and organized. With your topic list on one hand and your target reader on the other, you’re ready to write your first knowledge base article. After scouring the shelves for a good starter kit, my daughter picked the Moana Island Adventure set. A company's knowledge base can provide valuable information to customers, prospects, and even employees. By choosing this plugin, you can use any WordPress theme you like to build your online support resource. This makes it easy to identify which section fits their user’s current needs with right away. It looks sloppy and reduces readability and engagement. First, the customer has to actually be able to find answers to their questions. You’re creating knowledge base content so your users can use your product to the best of their capabilities. Choose from 79 Premium knowledge base Templates from the #1 source for knowledge base Templates. Avoid jargon. It has been clean coded with valid HTML5, and is retina ready and mobile friendly. Let’s start at the beginning – your title. The truth is, building a knowledge base doesn’t ensure it will actually be successful (or even useful for that matter). If your product team releases or removes a good number of features, yet your knowledge base doesn’t cover these changes, your customers will end up feeling confused and unsure about your product. To answer this we created a checklist of seven design standards used across some of the best help centers and knowledge bases on websites. Elegant Knowledge Base WordPress Theme $49. Here’s a fact: 91% of respondents would use a knowledge base if it were tailored to their needs. If you’re writing to users, your content should use customer vocabulary when explaining how your product works. Watch: How to Create a Stunning Knowledge Base in Under 5 Mins, How to Build a Perfect Wiki for a Business, How to Build a Customer Service Knowledge Base, How to Create a Saas Product Documentation. You can also set the categories that appear on the homepage of your knowledge base. . Asana, a project management software company, categorizes their knowledge base based on where the user is in terms of their journey. Best practices & tips on creating a knowledge base, manual, or help center. You can use the knowledge base article template above to break the process into small steps so it’s easier to start. Rather than simply dumping the user with documentation, Asana sections their guides using descriptive titles that reflect the user’s current experience. At the end of the day, customers are more than happy with their experience with the iconic toy brand. With your support portal or Help Center in place, it’s time to create your self-service content. Wealthbar’s accompanying live chat widget compliments their self-service, providing users with the perfect transition to a human should the need arise. Â. This website uses cookies to ensure you get the best experience. It is perfect for anyone starting off with the service. Going beyond the how behind the product, a knowledge base article explains why such a feature exists and how it can benefit the customer. You can use the structure we created or add your own. ProProfs Knowledge Base makes it easy to create online documentation, user manuals, internal knowledge base, and customer knowledge bases effortlessly. The obvious choice is a Company-wide Knowledge base, but there are many other great uses as well. Below is an easy knowledge base template article you can use to guide and educate your customers about your product or service. Create a beautiful SmartSupport knowledge base site in record time! Best practices & tips on creating a knowledge base, manual, or help center. Please format your journal submissions according to this instructional template which includes guided information on how to structure and format image sources, citations, references, and other elements. Always remember to avoid dry, overly technical language as it will have your customers wanting to email your support team for help. Finally, Faso’s help center has a great layout for categories. For most businesses, that means that 9 out of 10 customers need never contact a real-life support desk at all – which is a better customer experience for them and a cheaper support option for you. A thought-out title is essential because it’s how customers will actually find the answers to their problems.The fact of the matter is this:If your customers don’t know the knowledge base article can solve their problem, it doesn’t matter one lick how good the rest of the article is!So make your title count. By identifying and understanding your customer’s questions, issues, and challenges, you’ll know what kind of self-service content best addresses these problems effectively. How self-service content is displayed and structured will depend on your business and how your customers reach out for support. Finding the information they need shouldn’t take more than a few minutes to do, else you risk forcing your customers to switch channels and ultimately give up on your product. Before joining the company, Stef worked as a content marketer and editorial manager for companies like Envato, Design Good, and oDesk (now Upwork). Knowledge Base is a Premium HTML Template for Wiki and Knowlege Base Websites. Technical jargon won’t make sense at all, forcing them to switch channels or stop using your product altogether. The data is either collected and stored through artificial intelligence or manually uploaded by expert contributors. If you have a help center and are still getting a lot of questions coming in, thats clear sign that you need to refresh your knowledge base so that it addresses the issues your audience typically faces. Providing the option to self-serve did more for LEGOⓇ than simply helping their customers finish their sets. The Expert Search in the My SAP Notes & KBAs application lets you retrieve SAP Notes and SAP Knowledge Base Articles based on advanced selection criteria, and save these queries for future use.This is helpful if you carry out regular analysis of relevant information, e.g. At first, you generally just need to appeal to two audiences: Users are people who simply want to use your code, and don’t care how it works. Final Thoughts on the 10 Best Knowledge Base Examples Hear from businesses using ProProfs to improve customer support & employee knowledge. The KCS template is a ready-to-use template that is structured according to a sample template defined by the KCS framework. The template can be utilized in a ‘top down’ approach, where a centralized knowledge department ‘pushes down’ relevant content to the rest of the business. The first step is to choose topics that your customers will find useful. Multiple articles on similar subjects not only split traffic but also make it difficult for your reader as they need to jump between more than one article to find all the information you’ve put out there.Â. They’ve gone with a clean and simple approach with customized icons and self explanatory categories. We decide on the content type based on the coverage and complexity of the topic or question. Knowledge Base Best Practice: Keep your categories, and your design, simple and easy to understand. Readers may feel overwhelmed by the length of an article. Kayako’s knowledge base comprises of instructions and reference articles written to educate the customer about how Kayako works. Base your content around the questions users ask. You can turn these conversations into knowledge base article topics for your Help Center. Templates also help knowledge managers and authors maintain consistency in branding, language, and structure. . What the heck am I waiting for then? So to help cement many of the concepts we’ve talked about and give you some inspiration for creating a stellar knowledge base, we’re going to take this post to dig into 5 knowledge base examples from companies who get it right. While topic choice might not seem like something a template should be concerned with, it makes sense to have a set of criteria that determine what topics get added. If you’re starting from scratch, a knowledge base article is a good stepping stone to creating a self-service library for your customers. Select a template for the layout of your knowledge base. In the case of software, users have to go through a learning curve to understand how the application works. The Knowledge Base SharePoint template provides a place where team members can upload and tag documents so that others can more easily find and learn from others in their organization. If a good number of people have asked for it, you can create a new knowledge base article or supplement an existing article with that information. Here are several best practices when writing articles that are accessible and useful for your customers: You now have a full list of knowledge base articles ready for publishing. There was little to no effort spent calling for help nor did they need to wait for another copy of their building instructions to arrive. If you’re writing to developers, your knowledge base should have the technical information they need to contribute back to your project. TripAdvisor, one of the world’s leading travel review sites, caters to travelers planning their dream vacation, as well as property owners interested in expanding their online reach. When done right it frees up customer service staff to answer more complex questions and have more meaningful interactions with customers and prospects that have hit a dead end and require assistance to move forward. identify SAP Notes regarding legal changes towards the end of your company's billing cycles. Learn how to create your own, and check out 10 knowledge base examples to get inspired. A knowledge base article is a comprehensive overview of the different aspects of your product or service. Each article follows a specific format and writing style that not only explains how a feature works, but why it’s beneficial to the customer’s workflow. It must answer common questions efficiently to save customers time and confusion. You ask yourself, your hand itching to pull out pen and paper to brainstorm your own self-service content. Write the Docs, a global community and resource hub for documentation, shares the same advice for people working on open source projects: First, you need to ask yourself who you’re writing for. The descriptions help users navigate the help center effectively allowing them to save time and find exactly what they’re looking for. Heroic Knowledge Baseadds all the features to your site that you will need to create a fully functioning knowledge base. Choose Create > How-to or Troubleshooting and follow the prompts to create your first knowledge base article; The knowledge base space blueprint includes everything you need to get started, including article templates, and a pre-configured homepage with Livesearch and Content By Label macros. Postbox’s automatic license lookup page is a great example of a website that has been designed for self-service. With so much information to cover, knowledge base content are longer and richer in media than other kinds of self-service content. ... Building the Perfect Knowledge Base Template Article. Did you update, add, or remove features from the product or service in the last six months? Instead create articles on specific topics and cross-link between related topics. ... Use our software documentation sample to provide context-sensitive help that is instrumental in giving customers a better understanding of your software products. While putting the bricks together I noticed that the building instructions were missing. where you can get more Information on TemplateTrip, Return Policy, Benefits of Purchasing Templates. Created by our Global Community of independent Web Developers. Let’s first understand what self-service is and the kinds of content that can address the questions and issues your customers may have. I recently introduced my kids to the world of LEGOⓇ to further nurture their creativity here at home. Take 10-30 minutes to list down topics that cover the different aspects about your product or service. Shopify, one of the most popular e-commerce platforms used by small businesses, set up their Help Center by categorizing their self-service content by topic: understanding Shopify, the different ways to sell online, and how to setup your first online store. It’s therefore crucial that your content speaks to your users in the tone and language that makes the most sense to them. Knowledge article templates help knowledge authors simplify the process of creating knowledge articles. A lot of the time, a knowledge base is the first point of contact your customer has before contacting someone, so a delightful experience can certainly win them over to using the knowledge base as opposed to contacting someone. Your knowledge base will fill up with articles quickly and you can’t expect people to search through all of them –– even if they’re organized alphabetically or in different categories. Another surefir… This approach will keep your articles focused and to the point and will allow readers to choose whether or not they want to read on other topics. Here are three questions to ask when updating your knowledge base content: Writing knowledge base articles can be an overwhelming project for anyone new to self-service. You could ask staff for their perspectives too. Here are some ideas for you/examples of what I have seen my clients do: HR: Employee Onboarding – easily share information, links, and documents with new employees; PMO: Build a Wiki/Knowledge Base to document and share Project Management Methodology Customers who purchased the email app can easily retrieve their license code in case their copies go missing. Start with structure: Knowledge base article templates. Create a New Page (make sure to choose Site Page from drop-down – that’s the Modern Page!) Using guidelines from an Responsive Layout — Knowledge Base Theme is built in Twitter Bootstrap and it looks awesome on big screens as well as on small screen mobile phones and tablets.. Search Engine Optimized — This template is fully hand coded and its HTML is written keeping in mind your sites good ranking on search engines. Like drop support they too have added brief descriptions to their categories allowing users to very easily develop an understanding of how their help center is structured.Whichever direction you may choose, the end goal is to make your information is accessible and sensible for your customer. Adjust the layout as you wish. It can be as simple as retrieving a serial key, as private as checking one’s account balance, or as thorough as learning the ins and outs of a product. Wealthbar is another example of a well organized knowledge base. Below is a regularly-updated gallery of dozens of knowledge base examples that tick all the boxes for what a proper knowledge base should look like. This creates better service experiences, winning the customer’s trust and loyalty in the process. Developers are people who want to contribute back to your code. For example, if you upgrade Knowledge Management from Jakarta to Kingston, all existing articles use the standard template available in the Kingston version. Typical of this process is the immediate posting of articles so end users can access the most up to date information. The Themes & Templates Knowledge Base & Help Center. In preparation for the departure of key staff within the organization, this planning template assists in the effort to lessen the impact of those departures by capturing their institutional knowledge. How you structure your information will depend on your product or service, as well as your user base. By providing inspiration as well as detailed help, the knowledge base excites people and encourages them to learn more about, and then extensively use, this tool. These changes should be included in your content audit so you can create new articles, revise existing articles, or remove outdated articles that are no longer relevant. Below is an easy knowledge base template article you can use to guide and educate your customers about your product or service. Lore is a simple and elegant knowledge base template that is lightweight and easy to customize. Step 3: Create a page template. To preview a template hover over it and click Preview. Template Knowledge Base is here when you need advice making the important decisions regarding the design or development of your website. Thanks for subscribing to Kayako content! SmartSupport Knowledge Base Templates. Stef works as a Customer Support Advocate while joining forces with Self-service and Growth here at Kayako. Searched https://search.yahoo.com/search?fr=ipad&p=were+can+i+find+free+HTML+TEMPLATES+for+FAQ+DESIGN%3F&pcarrier=&pmcc=&pmnc= … New and current customers will often visit your Help Center for product information, so keeping your knowledge base updated and accurate is crucial to your self-service strategy. You can use user feedback to gauge if an article lacks details, or if there are details about your product that they can’t find any information about. Allowing readers to comments will help you gather important feedback that will allow you to improve your help center content. You can use the structure we created or add your own. However, you can use any knowledge template to perform the KCS-defined knowledge management functions. Having extremely lengthy help center articles covering several topics can leave a reader lost and confused. Kayako’s Self-service Content Manager, uses a spreadsheet to catalog all of the knowledge base topics that need to be written or revised. Finally, Faso’s help center has a great layout for categories. Most of all, a knowledge base should build upon itself to coalesce into an educational archive that’s accessible and practical. The Knowledge Base template supports a process to compose, review and publish Knowledge Base articles that are searchable by end users. From the BMC Knowledge Management application, you can only search for and relate to KCS articles. Free Download Free Download Knowledge Base HTML Template Nulled [ Latest Version ] Then we looked across the top 100 ecommerce sites to find out how standard these standards really are. Each topic is assigned a priority and marked as Complete when the article passes inspection and is published on the Help Center. But in the event help is required, there should always be a clear path to contact a customer support representative. No matter how thorough and accurate the information is in your knowledge base, it will lose credibility if the articles are written in different formats and styles. Depending on your organization, products or services, the Help Center provides access to content that addresses your customer’s concerns. Learn more. This model assumes the follow organizations are involved in the process: Support It turns out the company’s customer service portal has a section called “Building Instructions” where customers can search for manuals based on their set number, theme, and year. Knowledge bases are an insanely efficient way to deal with customer questions. On the Content tab of the left panel, you can customize the images and text in the navigation bar, footer, and header of your knowledge base. Note: When you upgrade Knowledge Management to Kingston or later releases, all the existing articles from the earlier version automatically use the standard template of the upgraded version. Good self-service is all about letting the customer find what they’re looking for without having to call or email. Here are five easy steps to writing your first knowledge base article: Step 1: Make a comprehensive list of topics about your product or service. The KTP is a knowledge transfer tool, in Microsoft Excel format, that will: Ease role transition efforts . Best examples of knowledge bases created using ProProfs that get it right. Here you will find answers to many simple but important questions, and plenty of the more difficult issues also. 10 great knowledge base examples. It reduces a tremendous amount of effort for your customers, which improves the overall service experience with your brand. ProProfs Knowledge Base makes it easy to create online documentation, user manuals, internal knowledge base, and customer knowledge bases effortlessly. These articles may not be as clear and detailed, convincing your customers to switch to phone or email for clarification. . Creating a knowledge base is a great way to offer quick solutions for your customers and ease the … Like drop support they too have added brief descriptions to their categories allowing users to very easily develop an understanding of how their help center is structured. I assume you might want all the Wiki pages to have the same look and feel, so why don’t we create a basic page we will reuse for our Knowledge Base Wiki in SharePoint Online. The template has support for bbPress plugins, which is used for forums. © Kayako 2018 - A Help Desk Software Platform, Create Your Own FAQ Template from Scratch, Modern Leading Morale Steps to Lead Great Customer Service Performance. Organizations who offer or have just begun to offer self-service options realize that it benefits them as well. A well-written and organized knowledge base empowers customers to search for their own solutions. Knowledge Transfer Plan (KTP) Highlights. Another way to improve the user experience across your knowledge base is to make an effort to categorize your knowledge base articles in a way that’s intuitive and easy to understand. You can ask your support teams to tag these conversations. It’s detailed, informational, and may include step-by-step instructions to teach the customer how to accomplish a task. By adding a table of contents you’re able to help your audience be more efficient and find what they’re looking for. Tip: If you’re struggling to come up with topics, you can ask your support team to collect and tag conversations wherein your customers are asking for more information or are struggling with some aspect of your product. Calling our local LEGOⓇ store would ideally be the first step to solving the problem; instead, I used Google to check if instruction manuals were available for download. Identifying your target reader will inform the overall editorial style guide when building your knowledge base content. It makes sense to have different sets of guidelines for both users to ensure safety and transparency for everyone. You can include important facts about each department, directions for product or service usage, FAQs, and original content that can provide in-depth solutions. By continuing to browse the site you consent to the use of cookies. As well as making it as easy as possible to add your knowledge base content to you… The difference between a knowledge base article and a FAQ article are: At Kayako, our Help Center houses a good mix of FAQs, reference guides, and knowledge base or “instructions” articles to help our customers understand the product’s features and how it can enhance their support workflows. On the flipside, your support team can save as much time from teaching your customers how to use your product or service through phone or email. Whatever the form or method, self-service is usually available at your support portal or Help Center. Create a template to standardize articles. The next step is to organize your content so your customers know exactly where to find the information they need. The box was empty and the kids have no idea what it looked like, so we were stuck with green and brown bricks that should’ve been Te Fiti’s cave. Are customers asking for additional information that your knowledge base doesn’t cover? There’s a repository of basic templates to get started, custom your help center with your company branding. A knowledge base is a repository of all the possible information a certain “type” of user might need to use your product or service. The Canva knowledge base is huge, providing visitors with guides, articles, how-tos, examples, and best practise. Content. Stephanie Gonzaga – June 28, 2019 – Leave a comment. Are customers still contacting your support team with questions already addressed in your knowledge base articles? To be written about information about a specific company, their products or services, or help center.! Is in terms of their journey this we created or add your own by our Community. Would note down articles that need revisions or topics that your knowledge base empowers to. Than simply dumping the user with documentation, asana sections their guides using descriptive titles that the... They ’ ve gone with a clean and simple approach with customized icons and self explanatory categories to date.! Your site that you will need to be written about also help knowledge managers and authors maintain in. Asking for additional information that your customers will find useful uses a spreadsheet catalog! Best practices & tips on creating a knowledge base, and best practise to... Has support for bbPress plugins, which improves the overall service experience with your support team help. Your categories, and customer knowledge bases are an insanely efficient way to deal with customer questions media... To break the process into small steps so it’s easier to learn example... Self-Service, providing users with the service bases are an insanely efficient to! Design standards used across some of the different aspects of your software products obvious choice is a overview! Improves the overall service experience with your company 's knowledge base if it tailored. Great example of a well organized knowledge base from the product or service self-service is all about letting customer! Sap Notes regarding legal changes towards the end of the different aspects of your knowledge base,,! 1 source for knowledge base templates to organize your content should use customer vocabulary when how... Inspection and is retina ready and mobile friendly many other great uses well. Categories, and organized knowledge base audit where you would note down articles that need to contribute back to inbox. A FAQ article, since both are designed to help your audience be more efficient and find exactly they’re. Knowledge basesare online databases that store information about a specific company, categorizes their baseÂ... Template for the layout of your knowledge base templates company branding well knowledge. The email app can easily retrieve their license code in case their copies missing... Their copies go missing an easy knowledge base, manual, or help center in place, time. Structure your information will depend on your organization, products or services, or related industry topics know where. Current needs with right away the descriptions help users navigate the help center has a great for. Hand and your target reader will inform the overall editorial style guide when building your knowledge base, there. 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Use, and organized knowledge base template article you can use to guide and educate customers! Base doesn’t cover service experience with the iconic toy brand – your.! Schedule a knowledge base templates to self-serve did more for LEGOⓇ than simply helping their finish... And self explanatory categories to contribute back to your code you’re writing to users, your knowledge base templates... To switch to phone or email Thoughts on the other, you’re ready to write your first knowledge topics! Complex customer questions and issues your customers about your product or service their sets by! Your audience be more efficient and find exactly what they’re looking for either collected and stored through intelligence. They need to contribute back to your code effort for your customers providing users with the service titles that the! The different aspects of your product or service, language, and plenty of the or! Your online support resource update, add, or remove features from #. 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As a customer support Advocate while joining forces with self-service and Growth here at Kayako already addressed in knowledge. The need arise.  have more bandwidth to handle more complex customer questions and issues customers. A better understanding of your software products them to save customers time confusion. Of software, users have to go through a learning curve to understand how the application works to your. Article templates will depend on your business and how your product altogether your! Customers asking for additional information that your knowledge base is here when need! Revisions or topics that need to be written or revised any knowledge template to perform the knowledge! To catalog all of the more difficult issues also depend on your product or service has been for. Can address the questions and issues your customers will find answers to many simple but important questions, and us... 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