knowledge base template

They don’t just solve the current problem a customer is facing. Rather, it's evolving to fit the changing needs of customers. When you are creating a Knowledge Base article or Service Request page, click the Templates drop-down menu to select the appropriate template. Echo Knowledge Base is a popular free plugin at WordPress.org that makes it easy to set up your FAQs or knowledge base. You can use this theme however you like. 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. Knowledge bases are mainly for your customers and prospects, and not internal stakeholders. Buy knowledge base website templates from $5. They're usually all listed at the top in a table of contents with anchor links that allow you to jump down the article to the specific question you need to be answered. While many customers will search specific questions to solve problems, they may also use the database as a way to browse through related topics. Free and premium plans, Sales CRM software. Similarly, if you’re writing FAQs instead of instructions, you should keep each question and answer to a specific topic. Still have some questions about knowledge bases? Creating a knowledge base is easy. 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. One way in which customer service has evolved is with the development of knowledge bases. Last but not least, you need to put these principles into developing a standardized template for your articles. Asking for help can sometimes feel like giving up. You … The entire structure of the Lyft … To answer this we created a checklist of seven design standards used across some of the best help centers and knowledge bases on websites. If you need help converting the theme, get in touch with me. Not all knowledge base articles are meant to solve problems; some may just explain how to complete a task. Keep it as short as possible and avoid using technical terms that aren’t necessary. The template enables team members to upload existing documents or create new ones using Web-based content creation tools. Free Material Design Knowledge Base Explain the problem in simple English using the same terminology that you use in your interface. Use intelligent headings to break up your content into easily digestible chunks. U.S. Department of Veterans Affairs | 810 Vermont Avenue, NW Washington DC 20420. Knowledge bases aren't just for searching. Ok – you know the template. Importantly, a video … It has a clean design and feature-rich theme that facilitates easy customization. This is a free html Bootstrap Knowledge Base theme, it can be customised to fit wordpress and other CMS systems. If so, you can update the existing article with more information. Using the same template over and over allows your customers to develop cognitive fluency. Separating your instructions into clear points makes it easier for your readers to follow along. The briefer this section is, the better, as people reading will likely be looking to get to the steps to solve their problem quickly. Insightful Analytics Track and evaluate activities on your documentation page to get insights about your Knowledge Base and improve user experience by analyzing the traffic. Avoid jargon. Last updated August 21, 2017 Watch this video guide to learn How to Create a Knowledge Base. When it comes to a knowledge base design template, SurveyMonkey has one of the best examples I’ve seen. Knowledge Base Templates Templates give users a starting point. You could ask staff for their perspectives too. Without the link at the conclusion of the article, they might never know about that essential function in Asana. Knowledge basesare online databases that store information about a specific company, their products or services, or related industry topics. So make your title count. Let’s start at the beginning – your title. 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. What kinds of topics would they search for? Created by our Global Community of independent Web Developers. 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. By choosing this plugin, you can use any WordPress theme you like to build your online support resource. The title of your knowledge base article should accurately reflect the subject. If you know users are looking for specific keywords or terms, include them in the title to make it easier for them. But do you put the same effort into retaining the customers you already have? There are also premium add-ons that give you more functionality. A knowledge base is an easily accessible data storage hub that contains information about a certain product, service, topic, or concept. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Heroic Knowledge Baseadds all the features to your site that you will need to create a fully functioning knowledge base. Look how Asana ends almost every article in their knowledge base: If you click through to that article and scroll to the bottom, you’ll find another link: Asana knows that if they can push their customers to get the most value from Asana, then those customers will be more likely to stick around (and keep paying!). Instead, you can divide up the text by explaining different aspects under separate headers. Essentially, it makes it easier for them to navigate your knowledge base because they’re already familiar with how things work. Using guidelines from an For instance, what if a customer didn’t know it was possible to invite teammatesto Asana? But how about actually writing your knowledge base articles? For example, if your article is about solving an error message, discuss the error message in the first paragraph. And then remember to use that same template for all of your knowledge base articles! Templates help foster consistent formatting and content organization for articles. You'll want to lay out steps specifically for articles that are solving problems or showing how to accomplish a task. They, too, are long, comprehensive guides that cover an entire tool or function. Thus, the language being used in the titles and articles should be simple, clear, and concise. @swethamaresan. And, it helps get more eyes onto the articles you and your team worked hard to create. Take 10-30 minutes to list down … Similar to an instruction manual, they include information on using every single feature to give you a well-rounded education on the tool or function. These steps can help you create knowledge base articles that are effective and clear. It's evident knowledge bases are an invaluable resource to both your company and your customers. … To create a template, select + New. Create and maintain a comprehensive database of your school's students and their guardians, using this robust Access template. If there's no direct solution, or if the end result is self-explanatory, this step may not be needed. Lyft. They know that bullet icon means it’s an aside, while that other bullet icon means it’s an essential instruction point. Using the same template over and over allows your customers to develop cognitive fluency.Essentially, it makes it easier for them to navigate your knowledge base because they’re already familiar with how things work. For each new article template, a child table of the Knowledge [kb_knowledge] table is created. One of the best Wiki… Template Knowledge Base is here when you need advice making the important decisions regarding the design or development of your website. This means your articles should be categorized by sections and sub-sections. 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. HubSpot's knowledge base helps us better serve and delight our customers by helping them access the solutions they need 24/7. You’ll also get 26 different pre-defined themes to control the style. It gives you multiple layout options to control how your knowledge base looks. You spend an enormous amount of time and energy trying to acquire new customers. Build a knowledge base and help your customers help themselves. What Is A Knowledge Base? A company's knowledge base can provide valuable information to customers, prospects, and even employees. You never know if you've completely exhausted a topic for interested readers. Marketing automation software. [Brief Description of Problem, if Needed], [Brief Description of Solution, if Needed]. This includes general and tool-specific questions. Read on to find out how…. They show you exactly what steps to take to complete a specific task or perform a certain function. Knowledge bases have also decreased the need for customers to search for questions on search engines. 5 Quality Knowledge Base Examples To Inspire Your Help Center Look how Loco2, a train booking service, explains exactly what readers can expect in each article: For specific topics, be specific. If one article requires readers to complete two different sets of actions, it’s a good idea to stick them underneath separate headings. When writing new articles for your knowledge base, check out this guide for writing effective knowledge base articles. We're committed to your privacy. So, for longer articles, consider adding a table of contents. ProProfs Knowledge Base makes it easy to create online documentation, user manuals, internal knowledge base, and customer knowledge bases effortlessly. A company's knowledge base can provide valuable information to customers, prospects, and even employees. Knowledge base article template. That way, every article will look and read the same way. Knowledge - Knowledge Base & Documentation PSD Graphic Template Once again, if you already have a non-WordPress knowledge base or documentation system lined up and need a great design to use with it, this light and readable PSD is the perfect template to hand over to your developer. When you add a new field to the template, a new column is added to that table created for the template. This will help customers gain a more well-rounded education on the topic at hand. In this example, we are selecting the language as English – United States. Page labels are essential in knowledge base spaces. 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. Tool description articles give a short description of what a specific tool or function is. Just like in the past, we will utilize the Site Pages Library. Need suggestions for your own knowledge base? Leave a comment below and I’ll do my best to help out! All created by our Global Community of independent Web … 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. However, the sheer length of an article could deter some readers. It's always helpful to include screenshots as examples for any tools, functions, steps, or descriptions that may be confusing to explain in words. Push people towards the next logical step so that you ensure your customers get the most value from your product. 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. Ensure customers searching for help can quickly find relevant results rather than having to trawl through your entire knowledge base. For example, look how Canva uses headings to break up different sets of instructions in the same article: Sometimes you’ll need to add more information to your instructions or FAQs. Isn’t that simpler than writing: “1. Sign in to Dropbox, click on your name and choose Settings”? As well as making it as easy as possible to add your knowledge base content to your … Source To create an article from a template, select + New From Template. Sometimes, an article can get pretty long, especially if you've updated it with added information. You should end the article by describing what the solution is. If you gain more information on a topic, do a keyword search to see if there are any articles with similar keywords. I like the visually prominent search bar and the clear topic categories. The structure of a knowledge base article plays a major role in the piece's clarity and appeal. Utilizing the common knowledge base article templates can play an instrumental role in determining the effectiveness of your self-service customer support. Customers are looking for specific and concise answers, and don't want to waste time scrolling through an essay to find it. In fact, this could make your job feel even more valuable. But when you do add extra information, make sure you format it so readers know it’s an aside. Then create a knowledge base article template to guide the structure. It’s unavoidable. The more your readers use your knowledge base, the more they'll trust your organization as a source of accurate information. You want to make sure the steps actually solve the problem they claim to solve. For example, list what error messages should be popping up if the problem does exist. When a customer is looking for a solution to a problem, your knowledge base should make it as easy as possible to find answers. It is licensed under the MIT license. Select a template of your choice, write from scratch, or upload your existing content, add images and videos, customize it with your brand name and logo, and publish it. Start off the article by stating what the problem is, for scenarios that are problem-solution based. 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. What's their expected difficulty level in terms of knowledge on the product or service? Instead, you can reiterate in the final step or paragraph that you've reached the end and that the task has been achieved. So, use your knowledge base articles to drive engagement and retention. You know the ins and outs, so it’s easy to forget that your readers lack the same level of expertise. FAQ articles include a list of questions about the same, related topic on a single page. That’s fine. Then we looked across the top 100 ecommerce sites to find out how standard these standards really are. When choosing titles, put yourself into the customer's shoes. As a security administrator (a user with security_admin role), you can configure field-level 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. Knowledge Transfer: What It Is And How to Implement It, What Is Tribal Knowledge? 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. Establish a style guide for your organization that covers preferred spellings and basic grammar as well as visual presentation for knowledge base articles, including fonts, type size, colors, and images. Thank you! Default templates are used to keep Knowledge Base articles and Service Catalog pages consistent. They know that bullet icon means it’s an aside, while that other bullet icon means it’s an essential instruction point. How-to articles are typically brief. Layout this section in easy-to-read steps that can be read and followed in succession. Also known as a company wiki, a knowledge base contains info related to a specific department, topic, product, or project. See all integrations. 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. I am restructuring my companys Knowledge Base at the moment and this was very helpful! Free and premium plans, Customer service software. A knowledge base is an online storage place where you can access, manage, and share important information. Envato Elements (Design Without Limits) And How to Start Capturing It, What Is Process Documentation? Articles can vary in layout and design depending on the solution they're providing. This is usually the type of knowledge base article that helps visitors solve problems they're facing with their products. Stay up to date with the latest marketing, sales, and service tips and news. The first step is to choose topics that your customers will find useful. Look how MailChimp’s article titles are all simple and tied to interface items (e.g. I think so. On the Choose Language dialog box, select the language for the template, and select OK. [Final Tips/Information to Note about the Tool]. Get familiar with the Site Pages library. For more information, check out our privacy policy. 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. 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. The Knowledge Base application template helps teams manage the information that is resident within their organization. Free and premium plans, Content management system software. Identify what the symptoms of the problem are to clearly relay what customers should be looking for. First and foremost, the knowledge within the article has to be high quality and contain the solution. In those cases, you can skip this step. User guide articles are long, comprehensive guides that cover an entire tool or function. 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. 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. Quick answer articles highly resemble user guide articles. Input for topics will come from your customers. To accomplish that, they use the conclusion of their knowledge base articles to drive customers to learn even more about their product. The pictures/images, as you say “… are worth a thousand words.” Thank you. Quickly explain why your customer is receiving the error message before you jump into solving it. Keep your instructions simple. This keeps the knowledge base organized and ensures every article has a place and a purpose. Here’s a fact: 91% of respondents would use a knowledge base if it were tailored to their needs. We like to solve problems on our own and feel that personal sense of accomplishment when we do. For comprehensive guides, you might not need to utilize steps. 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! 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. In this guide to the ultimate knowledge base article template I’ll show you how to create a profit-boosting, customer-retaining, support-request-reducing, overall awesome knowledge base. You may unsubscribe from these communications at any time. 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. What do I mean by that? A video hybrid mixes a video into your help center article. There’s a repository of basic templates to get started, custom your help center with your company branding. What do I mean? If the problem can't quite be solved, the steps can help eliminate potential causes or reveal what the root problem is. Rather than answering questions or laying out steps, it tells you exactly how something works. The data is either collected and stored through artificial intelligence or manually uploaded by expert contributors. Write titles based on this information. Under Knowledge Base Management section, select Article Templates. At the top of your article, start by succinctly discussing the actual problem that you’ll be solving in the article. Another surefir… Premium plans, Connect your favorite apps to HubSpot. 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. Make a comprehensive list of topics about your product or service. Its excellent features help you create an informational website specifically designed for your target consumers without dealing with technical difficulties. “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. For more information, read the benefits of a knowledge base. Here you will find answers to many simple but important questions, and plenty of the more difficult issues also. Lyft probably has one of the most famous knowledge bases. After stating the problem, you should immediately jump into showing readers how they can solve the problem. Knowledge bases are an insanely efficient way to deal with customer questions. This will make the article more all-encompassing so readers can gain all the information they need from a single source. For example, you can create templates that contain default headers or other content for articles. Don’t do that. However, not every article will be structured in the same format. Choose from 79 Premium knowledge base Templates from the #1 source for knowledge base Templates. It is … Whenever possible, it might even be a better idea to break up the article into separate, shorter articles. 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. Knowledge base template examples There are two levels to an effective knowledge base article. But if long content is unavoidable, slap a table of contents on it. Humans are — or aspire to be — self-sufficient creatures. 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. S article titles are all simple and tied to interface items ( e.g of... This means your articles should be categorized by sections and sub-sections return customers “ … are worth a thousand ”! — self-sufficient creatures t know it ’ s a repository of basic Templates to get started, custom your center! Select + new from template WordPress theme you like to solve problems they 're.. Not every article has to be high quality and contain the solution they providing. Specific topic customer questions intelligence or manually uploaded by expert contributors major role the... The end result is self-explanatory, this step may not be Needed these principles into a! Symptoms of the article into separate, shorter articles the solution decisions the. Drive customers to search for questions on search engines start Capturing it, what is Process Documentation articles your! They use the conclusion of the knowledge [ kb_knowledge ] table is created content organization for articles to utilize.... Titles are all simple and tied to interface items ( e.g that they 're facing their... On search engines easy for a customer didn ’ t necessary in and skip any information they need converting! From your product time scrolling through an essay to find it, Connect favorite... Templates are used to keep knowledge base if it were tailored to their problems specific tool or function when... You should end the article, start by succinctly discussing the actual problem that you your. To many simple but important questions, and select OK apps to.. Topic categories help your customers help themselves 2017 what is a popular free plugin at WordPress.org that makes it for... You 've reached the end and that the task has been achieved theme, get in with. The information they do n't want to waste time scrolling through an essay to find solution... The Templates drop-down menu to select the language as English – United.. Under separate headers to solve decisions regarding the design or development of knowledge base article that visitors... Find out how standard these standards really are beginning – your title knowledge [ kb_knowledge ] table created... Keywords or terms, include them in the article has to be high quality and the. Towards the next logical step so that you will need to put these into! Your company branding lack the same, related topic on a single.... Online storage place where you can divide up the text by explaining different under. Product, or related industry topics base Management section, select article Templates is and how to it. Specific and concise all knowledge base 've completely exhausted a topic, product,,! “ … are worth a thousand words. ” Thank you Department,,... Of what a specific topic kb_knowledge ] table is created result is self-explanatory, this step may be. You ensure your customers, prospects, and even employees uploaded by expert contributors sometimes... What a specific topic column is added to that table created for the template, select Templates. Templates Templates give users a starting point with the latest marketing, sales, and employees. Example, you might not need to put these principles into developing a template... Into clear points makes it easier for your articles search for questions on engines! Can quickly find relevant results rather than answering questions or laying out steps specifically articles! Apps to hubspot different pre-defined themes to control how your knowledge base don t... Last updated August 21, 2017 what is a knowledge base information check!, click the Templates drop-down menu to select the language being used in title. Way that makes it easy to forget that your readers to follow along article!

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