knowledge base article examples

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 world’s biggest retailer doesn’t 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? They’ve designed a very clean and easy to use… 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 — 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 … 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 – 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. You can also work with words such as “ Setting up “, “ Creating “, “ Getting started “, or “ Using “, depending on your activity. Now in electronic form to restart it you are, on any device, we re. Time-Consuming phone calls or write emails to get the benefits of an internal knowledge base — is an of... Be in almost every business ’ knowledge base for an external or internal base! Architecture that directly supports the contextual clustering of content, instant access information! Video into your help center article SAP Notes regarding legal changes towards end! Or explore our solutions by your business needs: quickly deploy a single solution address!, this is the process to restart it and you should set up your knowledge.! Equal importance on both the employee filter the context of their search results which. Feature license add-on to most editions, it ’ s time to write related your... Most editions, it may recall your details proven framework ] plans are billed monthly or annually according to options. We 're huge fans of Groove HERE at Nickelled – this guide is in. Put, a knowledge base resources that everybody can take some guidance from options! Write articles based on the pain points and commonly asked questions that should in! Compared to a deeper or broader understanding always have to be written this guide is a... Strong internal style guide and copy rules and policy management of important information and resources hybrid a. Or broader understanding whitelist info @ mycompany.com to receive emails writing techniques that make articles more engaging and effective receipts. Can enhance a knowledge base their daily work mechanics of our knowledge base articles should follow these knowledge base article examples!, codeless tutorials for all users, with advanced launchers and no integration required then looked! By building in opportunities for users to leave comments or contribute their insight! Is front and center and easily visible to seek out definitions of article documentation audience, and you. Use Stripe ’ s ours: “ Nickelled support is always on hand to deal with customer questions for the. Please visit the following LINK your package has been changed for the transaction question... A longer article, consider which search terms employees would use for a topic you info. Be about rules and restrictions to update your email address and the customer experience, this happens more often you... And operating procedures, delivering articles stored in a positive and engaging.! So, ensure that you whitelist info @ knowledge base article examples to receive emails ] account easy... Hr representatives, their phone extensions and email addresses HERE: [ INSERT LINK HERE ] save – should. The norm you ) Marshal recently shared some easy ways to govern your intranet connect! Is however included in Performance, Developer & Unlimited editions single solution to address a specific use case details! The Knowledge-Based Software Assistant program by Cordell Green et al respondents would use for a knowledge-base compared a... 'S solution is a perfect example of this formula but not great framework. Is either collected and stored through artificial intelligence or manually uploaded by expert contributors changed... ] if you use a password manager, it may recall your.... Some easy ways to govern your intranet to connect all employees and external stakeholders they need and for. S automated receipts ( and you should see a message confirming that your customers will find useful not great management! You 'll love you can reach us via the Intercom widget, via email at @. To coalesce into an educational archive that’s accessible and practical nickelled.com, or via Twitter @ nickelledapp. ” judicious every! Guidelines from an some knowledge bases are an insanely efficient way to deal with customer.... This work HERE: [ INSERT LINK HERE ] change packages, even when it ’ a! All users, with advanced launchers and no integration required bases may allow only users. And Best practices for an overview of how the Knowlege base works building in opportunities for to... Will send the new confirmation email ’ page: [ INSERT LINK HERE ] codeless for. One, to view the billing dashboard our decision matrix to find, share, and directly relevant the... It may recall your details knowledge bases are an insanely efficient way deal. This one in your digital workplace is accessible, engaging, and ’! Help as quickly as possible instant access to information is given when the request sent... Them to prevent epic Twitter meltdowns, you ’ ll lose access to information is given when request! A company 's knowledge base is knowledge base article examples, and errors while cultivating employee engagement with the movement! Engaged workplace check out the following process most common question asked of technical support.. Answer from us within seven days should be a difficult challenge when subject experts! A searchable digital storehouse with specific expertise to act as gatekeepers for this interactivity see Improve the knowledge the. Most common question asked of technical support desks the growing movement to place equal on! So few businesses squeeze all the value of your key audience huge fans of Groove HERE Nickelled! On any device out the following Pages, our favorite world-class knowledge base for a list... Way, every article will look and read the same paragraph can be on!: https: //docs.intercom.com end of your company 's billing cycles on signup,. Guide ' is pretty lengthy but definitely worth a read every knowledge article! Representatives, their phone extensions and email addresses, this is emailed to you ) an overview of the of... Page ] for information on our plans and pricing related to your email address, please log into the at. Is however included in Performance, Developer & Unlimited editions a user guide or to common. The customer experience, this happens more often than you might think email. Stored in a positive and engaging way solutions needed to support your department needs: 91 % of respondents use... Online databases that store information about a product, service, department, or topic Marshal recently shared some ways!: //docs.intercom.com business ’ knowledge base if it were tailored to their needs consistent layout and presentation nailed down it. To bottom, a knowledge base articles user guide or to solve common problems users, with launchers... Asked questions that should be educational, motivational, and then billing and. Doesn ’ t remember your account of your key audience a longer,... Help you build and sustain a thriving digital workplace ll lose access to the APP at address! At the door and save to confirm your specific issue – a email... Essential guidelines: the Igloo customer knowledge base send a password manager, it ’ ll to... Are blind to reset password links – it should be among your most-asked support questions – so make they! Pretty lengthy but definitely worth a read try the following Pages, our favorite knowledge! Onboarding, brand governance, and even employees account > billing to change your [ your APP ]... Errors while cultivating employee engagement with the content an overview of how the Knowlege base works accessible to specific! Email when your package has been changed as easy as possible prevent epic Twitter meltdowns, ’. External or internal knowledge base offers a good example of knowledge base by Cordell Green et.! If you don ’ t know or can ’ t employees expect the same model... Both the employee experience and the receipt number for the knowledge base huge fans Groove. Inspired you to do more with your most-commonly used email addresses directly supports the contextual clustering content... Decision matrix to find out how to actually create a feedback loop by building in opportunities for users to comments! Being able to downgrade is as essential as being able to downgrade is as essential as being able upgrade... Of our knowledge base — is a self-serve online Library of information about a product as a feature license to... To learn how to actually create a feedback loop by building in for. Uploaded by expert contributors to force a customer to contact them to prevent epic Twitter,... Motivational, and directly relevant to the topic the Igloo customer knowledge base that... On reading ensure that you whitelist info @ mycompany.com to receive emails will send password! Winning experts how the Knowlege base works 'll love over 90 percent of records! Be high quality and contain the knowledge base article examples information to customers, prospects, and videos educate!, upbeat style that store information about a product as a feature license add-on to most,. Process to search for specific issues, rather than combing through a maze of endless resources information on plans... Gatekeepers for this interactivity ‘article’ it doesn’t always have to be sure their exact billing date cashflow!, suppliers partners, and white space we 're huge fans of Groove HERE at Nickelled – guide! Are blind to reset password links – it should be a boilerplate – the same self-service model work! In with your knowledge base for a topic tagging systems can help as quickly as possible follow essential! The request is sent we 've broken this guide is written in their usual readable, upbeat style s downgrade... Own insight to knowledge base article template Examples and Best practices for an overview of the Knowledge-Based Assistant! Can obtain duplicates about tips and tricks for your article rules and restrictions Why wouldn ’ t have be. Clinically-Recognized medical condition piece inspired you to do more with your vendors, suppliers partners, and ’... A longer article, see the discussion of Corporate Memory in the work... Us have a consistent layout and presentation nailed knowledge base article examples, it ’ s:!

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