It's evident knowledge bases are an invaluable resource to both your company and your customers. Option 1: Wiki Library web part. Layout this section in easy-to-read steps that can be read and followed in succession. When a customer is looking for a solution to a problem, your knowledge base should make it as easy as possible to find answers. Create powerful knowledge base articles and standard operating procedures to keep your team on point. For example, list what error messages should be popping up if the problem does exist. Demo Download. A thought-out title is essential because it’s how customers will actually find the answers to their problems. However, the sheer length of an article could deter some readers. The data is either collected and stored through artificial intelligence or manually uploaded by expert contributors. Explain the problem in simple English using the same terminology that you use in your interface. Check out how MailChimp does it, even on their shorter articles: And if you’ve ever used the HeroThemes knowledge base, you might’ve noticed that we do something similar with our Table of Contents widget: If you’re familiar with your product, writing instructions can be surprisingly difficult. You can include important facts about each department, directions for product or service usage, FAQs, and original content that can provide in-depth solutions. Click Publish to put the document in the knowledge base and make it available to users with the appropriate permissions. Push people towards the next logical step so that you ensure your customers get the most value from your product. All created by our Global Community of independent Web … Look how Yoast quickly explains exactly why an error is occurring: If your article is especially long, it’s a good idea to include a table of contents so that readers can skip to the exact section that they need. For example, if your article is about solving an error message, discuss the error message in the first paragraph. Get 286 knowledge base website templates on ThemeForest. This means your articles should be categorized by sections and sub-sections. HubSpot's knowledge base helps us better serve and delight our customers by helping them access the solutions they need 24/7. You … The pictures/images, as you say “… are worth a thousand words.” Thank you. It's important that your knowledge base articles not only contain the solution that the customer is looking for, but is also formatted in a way that makes the answer clear and obvious. Isn’t that simpler than writing: “1. Look how MailChimp’s article titles are all simple and tied to interface items (e.g. If there's no direct solution, or if the end result is self-explanatory, this step may not be needed. Instead of constantly being on the phone, monotonously answering the same basic questions over and over, you can have more variety in your daily workload. As such, please reference this post to learn more about the new ways of creating a Knowledge Base Wiki in SharePoint. Not only does this split traffic between multiple articles, but it can get confusing for customers if they have to keep switching back and forth between multiple pages to find all the information they need. When writing new articles for your knowledge base, check out this guide for writing effective knowledge base articles. Let’s start at the beginning – your title. You know the ins and outs, so it’s easy to forget that your readers lack the same level of expertise. While many customers will search specific questions to solve problems, they may also use the database as a way to browse through related topics. For more information, read the benefits of a knowledge base. Let’s start at the beginning – your title. Leave a comment below and I’ll do my best to help out! Instead, you can reiterate in the final step or paragraph that you've reached the end and that the task has been achieved. If the problem can't quite be solved, the steps can help eliminate potential causes or reveal what the root problem is. Build a knowledge base and help your customers help themselves. Click Cancel to close the Update Knowledge Document window and open the Knowledge Document Detail window. The briefer this section is, the better, as people reading will likely be looking to get to the steps to solve their problem quickly. For instance, what if a customer didn’t know it was possible to invite teammatesto Asana? 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. If so, you can update the existing article with more information. Look how Loco2, a train booking service, explains exactly what readers can expect in each article: For specific topics, be specific. … Customers are looking for specific and concise answers, and don't want to waste time scrolling through an essay to find it. After stating the problem, you should immediately jump into showing readers how they can solve the problem. For example, on HubSpot's knowledge base, you can search by HubSpot product, the type of resource, or a variety of topics, such as Blog, Dashboard, Emails, Integrations, and Sales Templates. Fully RESPONSIVE knowledge base template files Customise your catalogue presentation easily (choose theme colour, sidebar layouts, number of knowledge base articles to show etc) Super fast search, with predictive text – handy! 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. Typical of this process is the immediate posting of articles so end users can access the most up to date information. Write titles based on this information. They don’t just solve the current problem a customer is facing. Download Docly – Documentation And Knowledge Base HTML5 Template Nulled Docly is a powerful, responsive, and high-performance HTML online documentation template that can assist you quickly develop your next product’s documentation. You may unsubscribe from these communications at any time. Make every task repeatable and remove doubt and uncertainty with step-by-step procedures with screenshots. They can simply search the same question on your company's knowledge base, knowing the answer will exist in relation to the appropriate product or service. So make your title count. This will help people find the sections of the article that they're specifically interested in and skip any information they don't need. Ensure customers searching for help can quickly find relevant results rather than having to trawl through your entire knowledge base. “Email Beamer”): Getting the title right is vital for search – most of the traffic to an article comes from a search – either from a Search Engine such as Google or your own site search. User guide articles are long, comprehensive guides that cover an entire tool or function. See all integrations. Knowledge basesare online databases that store information about a specific company, their products or services, or related industry topics. Envato Elements (Design Without Limits) You will get the procedure to upload a theme in all the different CMSs here. At the top of your article, start by succinctly discussing the actual problem that you’ll be solving in the article. Knowledge bases are online databases that store information about a specific company, their products or services, or related industry topics. This lets readers know they’re at the right place to find answers and properly sets their expectations for what they’ll get from the article. Tool description articles give a short description of what a specific tool or function is. With standardized templates, your staff will document the same way, every time – process = power. To accomplish that, they use the conclusion of their knowledge base articles to drive customers to learn even more about their product. The Knowledge Base template supports a process to compose, review and publish Knowledge Base articles that are searchable by end users. The template provides you with a basic structure using which you can quickly author content or transfer content from files and upload images & videos. Don’t do that. Avoid jargon. You can include important facts about each department, directions for product or service usage, FAQs, and original content that can provide in-depth solutions. Knowledge Base Template will be the best option for your search as it is structured upon HTML5, CSS3 which stands as fully responsive. I am restructuring my companys Knowledge Base at the moment and this was very helpful! You never know if you've completely exhausted a topic for interested readers. The design is super modern and clean and it’s made specifically for support centers. Still have some questions about knowledge bases? 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. Read on to find out how…. If you do not have access to create an article or service page, click the links to download the templates. Knowledge base. Buy knowledge base website templates from $5. 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. As a knowledge manager, you can create knowledge article templates by defining the necessary fields such as Language, Title, Keywords, and Subject. Quickly explain why your customer is receiving the error message before you jump into solving it. Which are the email shortcode? Thus, the language being used in the titles and articles should be simple, clear, and concise. Rather than answering questions or laying out steps, it tells you exactly how something works. VedhaDocs – Documentation and Knowledge Base Template. What's their expected difficulty level in terms of knowledge on the product or service? Then create a knowledge base article template to guide the structure. Similarly, Asana uses bullet point icons and borders to differentiate their “Asana Tips” from regular instructions: Properly formatting the different types of information in your knowledge base articles goes a long way towards enhancing your readers’ comprehension. Instead, you can divide up the text by explaining different aspects under separate headers. 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! It is a fully responsive, feature rich and beautifully designed to present the documentation. We highly recommend to buy kbdoc – Documentation And Knowledge Base HTML5 Template with Helpdesk Forum from the The Developer ( spider-themes ) website. Written by Swetha Amaresan As well as making it as easy as possible to add your knowledge base content to your … A strong internal style guide is also a component of brand management. The data is either collected and stored through artificial intelligence or manually uploaded by expert contributors. They show you exactly what steps to take to complete a specific task or perform a certain function. Not all knowledge base articles are meant to solve problems; some may just explain how to complete a task. Sign in to Dropbox, click on your name and choose Settings”? Articles can vary in layout and design depending on the solution they're providing. SharePoint Wiki Library is just like a document library, except, instead of documents, you store pages. First, the customer has to actually be able to find answers to their questions. Utilizing the common knowledge base article templates can play an instrumental role in determining the effectiveness of your self-service customer support. But how about actually writing your knowledge base articles? After all, since not every problem can be completely resolved, the solution may be an improvement of the problem or an update of a product to avoid a former glitch. In those cases, you can skip this step. If needed, you can explain why a permanent solution couldn't be attained but that the solution laid out is the best case scenario for improving their situation. Filter by categories Clear Results Access Manager Core Custom Roles ( Add-on ) KB Groups ( Add-on ) Add-ons Advanced Search Article Rating and Feedback Elegant Layouts Import and Export KB Widgets Links Editor Multiple Knowledge Bases Echo Knowledge Base Additional Features Advanced Customization Article Pages FAQs Getting Started Main Page My Account Other Topics […] One way in which customer service has evolved is with the development of knowledge bases. So, for longer articles, consider adding a table of contents. We like to solve problems on our own and feel that personal sense of accomplishment when we do. It can be used for documenting API, frameworks, plugins, templates, software, user manual, etc. For comprehensive guides, you might not need to utilize steps. The core benefit of having a knowledge base is its … 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. That way, every article will look and read the same way. All you need to do is replace our placeholder information with your content, and your process documentation will be ready in no time. We're committed to your privacy. Develop a template for your articles. Identify what the symptoms of the problem are to clearly relay what customers should be looking for. This is usually the type of knowledge base article that helps visitors solve problems they're facing with their products. And the more value you can give your customers, the more likely they’ll become return customers. Here are a few tips to start you off on the right track: Putting time into the structure of your knowledge base articles will pay off in the form of a more easily comprehensible knowledge base. You spend an enormous amount of time and energy trying to acquire new customers. As a security administrator (a user with security_admin role), you can configure field-level They know that bullet icon means it’s an aside, while that other bullet icon means it’s an essential instruction point. Download = kbdoc – Documentation And Knowledge Base HTML5 Template with Helpdesk Forum-[Updated].zip Create a knowledge article template. It's also helpful to use search-engine-optimized keywords in the title to attract more search volume. What kinds of topics would they search for? What do I mean? A template also ensures your articles are consistent and users know what to expect. March 19, 2020 / Software Bootstrap 4 Templates. Ok – you know the template. You want to use basic language and make it as clear and concise as possible. Knowledge bases aren't just for searching. Need suggestions for your own knowledge base? kbDoc is a powerful, responsive, and high-performance HTML online documentation template that can assist you quickly develop your next product’s documentation. They also solve the next problem before the customer even knows they need help. Dedicated customers will scroll until the end when they want an in-depth, complete understanding of the problem and solution. Avoid jargon. Keep your instructions simple. There’s a repository of basic templates to get started, custom your help center with your company branding. TemplateToaster Knowledge Base walks you through the features and options available in this web design software. Free and premium plans, Content management system software. 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. If one article requires readers to complete two different sets of actions, it’s a good idea to stick them underneath separate headings. A company's knowledge base can provide valuable information to customers, prospects, and even employees. 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? Links to download the templates drop-down menu to select the appropriate template the top of your documentation in it.. 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