Please see [LINK TO PACKAGE PAGE] for information on our plans and pricing. © Igloo Software 2020. If you can log in with your old email address and change your email within the app, please follow the approach here [LINK TO CHANGE EMAIL KB ARTICLE]. Job change! Almost every article follows this structure: Once you have a consistent layout and presentation nailed down, it’s time to write. This is the most common billing related inquiry. Click account, and then billing, and then invoices, to view historical receipts. The worldâs biggest retailer doesnât just employ greeters at the door. Think of tagging as a hidden navigation or site architecture that directly supports the contextual clustering of content. Employees should never confront a wall of text in a knowledge base article. Remember though, you’ll lose access to [YOUR AWESOME FEATURES] if you cancel! Email changes are a common request, so it’s best that users can do this without needing your intervention, assuming that they can login with their old email address. Think about it – a reduction in MRR is far preferable to a total loss of MRR, which would be the case for cancellation. Has this piece inspired you to do more with your knowledge base? Do you have a secure and collaborative system to manage them all? Theyâve designed a very clean and easy to useâ¦ You could ask staff for their perspectives too. Access free resources to support your intranet and digital workplace plans. Use action words (such as “How to,” “Using,” and “Setting up”) or simply the name (such as “Vacation Policies” or “Logos”). Visit this page to log into [YOUR APP NAME]: [INSERT LINK HERE]. Write articles for the Knowledge Base â is a guide to writing techniques that make articles more engaging and effective. In other words, go for clarity over creativity. (Note that you’ll want to develop your security guidelines for this, as a forged request could result in you handing over access to somebody else’s account. Being able to downgrade is as essential as being able to upgrade, and shouldn’t be ignored. For example, see the discussion of Corporate Memory in the earliest work of the Knowledge-Based Software Assistant program by Cordell Green et al. The data in your knowledge base can come from anywhere. Typically, contributors who are well versed in the relevant subjects add to and expand the knowledge base. Enjoy this read? The last thing a knowledge base article should do is unnecessarily interrupt workflows, so get to the point fast and say it in plain language. The knowledge-base â¦ However, here are some pretty familiar questions (based on our analysis of Nickelled product tour flows): As we wrote this article, we reviewed a ton of different knowledge base sites and picked up a couple of quick knowledge base design tips. What is a knowledge base? Don't miss a single post. Strategies, trends, and tactics to create a connected and engaged workplace. Avoid jargon. 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. However, you can obtain a duplicate receipt via the following process. Here’s a quick hack for writing help desk answers that most of us can use – every answer should follow roughly the same structure. The data is either collected and stored through artificial intelligence or manually uploaded by expert contributors. HR teams manage a lot of important information and resources. 1) Try logging in with your most-commonly used email addresses here: [INSERT LINK HERE]. This happens a lot. Maintaining and surfacing fields like “created date” and “author” can also help indicate relevancy and a point of contact, respectively. The content in an IT help desk is a perfect example of knowledge base articles that help users help themselves. For most businesses, that means that 9 out of 10 customers need never contact a real-life support desk at all â which is a better customer experience for them and a cheaper support option for you. Build and sustain adoption and engagement in your digital workplace. Knowledge management software solutions can address common business challenges such as onboarding, brand governance, and policy management. Learn more about our industry-leading knowledge management solutions. Subscribe for a weekly digest straight to your inbox. It’s a pain to deal with as it’ll require some human interaction, but here are some quick tips that you can provide to the user. The Video Hybrid. Customize the look and feel of your knowledge base to match your brand, organize your articles into categories to make browsing a breeze, and preview how they look on different devices. With the sheer amount of information passing through internal channels in today’s digital workplace, it’s more important than ever to leverage and consolidate tools that store and strategically surface your company’s collective knowledge in one central location. Sob. The Knowledge Base is large, and it is constantly being updated. And although self-service cancellation can be a huge timesaver, many companies prefer to force a customer to contact them to prevent churn. For example, if you upgrade Knowledge Management from Jakarta to Kingston, all existing articles use the standard template available in the Kingston version. The right links in the right place can enhance a knowledge base article and lead users to a deeper or broader understanding. So, ensure that users can do this from within your app if possible! Optimization of your digital workplace starts with data and analytics. Final Thoughts on the 10 Best Knowledge Base Examples Enter the email address you signed up with and click submit – you’ll see a message that a new confirmation email has been sent to your address. Show, don’t tell, whenever possible. Governance doesn’t have to be about rules and restrictions. If you’ve lost access to the email address you used to sign up for [YOUR APP NAME], please follow these steps. But to get the benefits of an internal knowledge base, you have to do it right. If you use a confirmable log-in process (where the user must click a link in an email to use your software), you’ll know that many humans are seemingly incapable of confirming their accounts. In fact, Igloo was recently named to KMWorld’s annual ranking of the 100 companies making a difference in knowledge management in North America – for the ninth consecutive time. You can use these keywords in your searches to locate articles that are related to your specific issue. Intercom's Knowledge Base (powered by, uh, Intercom): https://docs.intercom.com. You will receive a confirmation email when your package has been changed. Customers want an easy process to search for specific issues, rather than combing through a maze of endless resources. Intercom's solution is a pricey one, to be sure. As most of us have a gazillion email addresses, this happens more often than you might think. Just like in the past, we will utilize the Site Pages Library. You can change your [YOUR APP NAME] package at any time. These are the frequently asked questions that should be in almost every business’ knowledge 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. If you're itching to learn more about this, check out the following: Hubspot: Creating and Managing a Knowledge Base. Knowledge bases are an insanely efficient way to deal with customer questions. 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