knowledge base template
Leave a comment below and I’ll do my best to help out! Get familiar with the Site Pages library. Knowledge Base is a brilliant choice for building Wiki type and informational websites. But how about actually writing your knowledge base articles? The title of your knowledge base article should accurately reflect the subject. ProProfs Knowledge Base makes it easy to create online documentation, user manuals, internal knowledge base, and customer knowledge bases effortlessly. Importantly, a video … To accomplish that, they use the conclusion of their knowledge base articles to drive customers to learn even more about their product. Creating a killer knowledge base might not be sexy, but it will go a long way towards helping your paying customers get the most from your product. 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. You could ask staff for their perspectives too. Under Knowledge Base Management section, select Article Templates. To create an article from a template, select + New From Template. It’s unavoidable. 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. 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. This keeps the knowledge base organized and ensures every article has a place and a purpose. One step should only cover one point. Let’s start at the beginning – your title. 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. The template enables team members to upload existing documents or create new ones using Web-based content creation tools. When writing new articles for your knowledge base, check out this guide for writing effective knowledge base articles. User guide articles are long, comprehensive guides that cover an entire tool or function. To create a template, select + New. Quick answer articles highly resemble user guide 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. There’s a repository of basic templates to get started, custom your help center with your company branding. You can include important facts about each department, directions for product or service usage, FAQs, and original content that can provide in-depth solutions. But when you do add extra information, make sure you format it so readers know it’s an aside. Lyft. 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. Separating your instructions into clear points makes it easier for your readers to follow along. Using guidelines from an What do I mean? You want to make sure the steps actually solve the problem they claim to solve. If so, you can update the existing article with more information. Organizations create knowledge bases to house all of the knowledge within their organization about a particular topic, to provide one location to access this information. Use intelligent headings to break up your content into easily digestible chunks. Source Avoid jargon. Here you will find answers to many simple but important questions, and plenty of the more difficult issues also. Knowledge base template examples There are two levels to an effective knowledge base article. Written by Swetha Amaresan After stating the problem, you should immediately jump into showing readers how they can solve the problem. Created by our Global Community of independent Web Developers. 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. Using the same template over and over allows your customers to develop cognitive fluency. The briefer this section is, the better, as people reading will likely be looking to get to the steps to solve their problem quickly. 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. That’s fine. Creating a knowledge base is easy. In this example, we are selecting the language as English – United States. A knowledge base is an online storage place where you can access, manage, and share important information. Isn’t that simpler than writing: “1. Dedicated customers will scroll until the end when they want an in-depth, complete understanding of the problem and solution. Its excellent features help you create an informational website specifically designed for your target consumers without dealing with technical difficulties. It’s clean, beautiful, simple, and intuitive. For more information, read the benefits of a knowledge base. They also solve the next problem before the customer even knows they need help. It's inefficient to have more than one article for the same topic. And, it helps get more eyes onto the articles you and your team worked hard to create. Ensure customers searching for help can quickly find relevant results rather than having to trawl through your entire knowledge base. That way, every article will look and read the same way. As well as making it as easy as possible to add your knowledge base content to your … You can use this theme however you like. One of the best Wiki… Push people towards the next logical step so that you ensure your customers get the most value from your product. For example, if your article is about solving an error message, discuss the error message in the first paragraph. Tool description articles give a short description of what a specific tool or function is. Echo Knowledge Base is a popular free plugin at WordPress.org that makes it easy to set up your FAQs or knowledge base. 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. It's also helpful to use search-engine-optimized keywords in the title to attract more search volume. 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. So, for longer articles, consider adding a table of contents. Help your customers browse the docs and knowledge base articles right from the chat window without leaving the page and reduce the support tickets. Knowledge bases have also decreased the need for customers to search for questions on search engines. Knowledge bases aren't just for searching. Take 10-30 minutes to list down … Make a comprehensive list of topics about your product or service. 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. It has a clean design and feature-rich theme that facilitates easy customization. Then we looked across the top 100 ecommerce sites to find out how standard these standards really are. This will help people find the sections of the article that they're specifically interested in and skip any information they don't need. If you gain more information on a topic, do a keyword search to see if there are any articles with similar keywords. This means your articles should be categorized by sections and sub-sections. Identify what the symptoms of the problem are to clearly relay what customers should be looking for. Premium plans, Connect your favorite apps to HubSpot. However, not every article will be structured in the same format. Rather, it's evolving to fit the changing needs of customers. FAQ articles include a list of questions about the same, related topic on a single page. They know that bullet icon means it’s an aside, while that other bullet icon means it’s an essential instruction point. Then create a knowledge base article template to guide the structure. The pictures/images, as you say “… are worth a thousand words.” Thank you. You can include important facts about each department, directions for product or service usage, FAQs, and original content that can provide in-depth solutions. Keep your instructions simple. Rather than answering questions or laying out steps, it tells you exactly how something works. Knowledge base article template. But if long content is unavoidable, slap a table of contents on it. 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. Look how MailChimp’s article titles are all simple and tied to interface items (e.g. Another surefir… All created by our Global Community of independent Web … But, how do you go about creating one? Page labels are essential in knowledge base spaces. Template Knowledge Base is here when you need advice making the important decisions regarding the design or development of your website. We like to solve problems on our own and feel that personal sense of accomplishment when we do. They, too, are long, comprehensive guides that cover an entire tool or function. If there's no direct solution, or if the end result is self-explanatory, this step may not be needed. To answer this we created a checklist of seven design standards used across some of the best help centers and knowledge bases on websites. You'll want to lay out steps specifically for articles that are solving problems or showing how to accomplish a task. This is a free html Bootstrap Knowledge Base theme, it can be customised to fit wordpress and other CMS systems. The entire structure of the Lyft … Free and premium plans, Customer service software. Free Material Design Knowledge Base A knowledge base is an easily accessible data storage hub that contains information about a certain product, service, topic, or concept. This will help customers gain a more well-rounded education on the topic at hand. While many customers will search specific questions to solve problems, they may also use the database as a way to browse through related topics. … Write titles based on this information. Whenever possible, it might even be a better idea to break up the article into separate, shorter articles. Last but not least, you need to put these principles into developing a standardized template for your articles. What's their expected difficulty level in terms of knowledge on the product or service? Asking for help can sometimes feel like giving up. Last updated August 21, 2017 If you need help converting the theme, get in touch with me. This is usually the type of knowledge base article that helps visitors solve problems they're facing with their products. 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. Humans are — or aspire to be — self-sufficient creatures. The guidelines applied are generally good technical writing practice. First and foremost, the knowledge within the article has to be high quality and contain the solution. In fact, this could make your job feel even more valuable. It's evident knowledge bases are an invaluable resource to both your company and your customers. A company's knowledge base can provide valuable information to customers, prospects, and even employees. Just like in the past, we will utilize the Site Pages Library. Here’s a fact: 91% of respondents would use a knowledge base if it were tailored to their needs. The first step is to choose topics that your customers will find useful. If you know users are looking for specific keywords or terms, include them in the title to make it easier for them. What kinds of topics would they search for? 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. 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. 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. Build a knowledge base and help your customers help themselves. Read on to find out how…. 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 Video Hybrid. @swethamaresan. And How to Start Capturing It, What Is Process Documentation? You never know if you've completely exhausted a topic for interested readers. The more your readers use your knowledge base, the more they'll trust your organization as a source of accurate information. What Is A Knowledge Base? Don’t do that. See all integrations. One way in which customer service has evolved is with the development of knowledge bases. They know that bullet icon means it’s an aside, while that other bullet icon means it’s an essential instruction point. Start off the article by stating what the problem is, for scenarios that are problem-solution based. You should end the article by describing what the solution is. Need suggestions for your own knowledge base? Create and maintain a comprehensive database of your school's students and their guardians, using this robust Access template. Instead, you can reiterate in the final step or paragraph that you've reached the end and that the task has been achieved. How-to articles are typically brief. Not all knowledge base articles are meant to solve problems; some may just explain how to complete a task. In those cases, you can skip this step. 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. These steps can help you create knowledge base articles that are effective and clear. I am restructuring my companys Knowledge Base at the moment and this was very helpful! Heroic Knowledge Baseadds all the features to your site that you will need to create a fully functioning knowledge base. But do you put the same effort into retaining the customers you already have? 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. Sign in to Dropbox, click on your name and choose Settings”? It is licensed under the MIT license. Articles can vary in layout and design depending on the solution they're providing. When a customer is looking for a solution to a problem, your knowledge base should make it as easy as possible to find answers. [Brief Description of Problem, if Needed], [Brief Description of Solution, if Needed]. For example, list what error messages should be popping up if the problem does exist. It's always helpful to include screenshots as examples for any tools, functions, steps, or descriptions that may be confusing to explain in words. It gives you multiple layout options to control how your knowledge base looks. HubSpot's knowledge base helps us better serve and delight our customers by helping them access the solutions they need 24/7. Free and premium plans, Sales CRM software. Watch this video guide to learn How to Create a Knowledge Base. When choosing titles, put yourself into the customer's shoes. It is … Default templates are used to keep Knowledge Base articles and Service Catalog pages consistent. 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. 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. 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. You may unsubscribe from these communications at any time. Free and premium plans, Content management system software. Stay up to date with the latest marketing, sales, and service tips and news. 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. Knowledge Base Templates Templates give users a starting point. They show you exactly what steps to take to complete a specific task or perform a certain function. You’ll also get 26 different pre-defined themes to control the style. When it comes to a knowledge base design template, SurveyMonkey has one of the best examples I’ve seen. Templates help foster consistent formatting and content organization for articles. 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. U.S. Department of Veterans Affairs | 810 Vermont Avenue, NW Washington DC 20420. If the problem can't quite be solved, the steps can help eliminate potential causes or reveal what the root problem is. Essentially, it makes it easier for them to navigate your knowledge base because they’re already familiar with how things work. Knowledge Transfer: What It Is And How to Implement It, What Is Tribal Knowledge? The structure of a knowledge base article plays a major role in the piece's clarity and appeal. Quickly explain why your customer is receiving the error message before you jump into solving it. For each new article template, a child table of the Knowledge [kb_knowledge] table is created. Also known as a company wiki, a knowledge base contains info related to a specific department, topic, product, or project. 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. I think so. You know the ins and outs, so it’s easy to forget that your readers lack the same level of expertise. Sometimes, an article can get pretty long, especially if you've updated it with added information. When you are creating a Knowledge Base article or Service Request page, click the Templates drop-down menu to select the appropriate template. Knowledge basesare online databases that store information about a specific company, their products or services, or related industry topics. If one article requires readers to complete two different sets of actions, it’s a good idea to stick them underneath separate headings. Utilizing the common knowledge base article templates can play an instrumental role in determining the effectiveness of your self-service customer support. But knowledge also has to be formatted in a way that makes it easy for a customer to find that solution with ease. On the Select Knowledge Article Template dialog box, select the template to use as a base on which you author the article and select OK. 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!). The data is either collected and stored through artificial intelligence or manually uploaded by expert contributors. Still have some questions about knowledge bases? And the more value you can give your customers, the more likely they’ll become return customers. [Final Tips/Information to Note about the Tool]. You want to use basic language and make it as clear and concise as possible. 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. 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. Marketing automation software. “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. 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. For comprehensive guides, you might not need to utilize steps. A company's knowledge base can provide valuable information to customers, prospects, and even employees. Instead, you can divide up the text by explaining different aspects under separate headers. Look how Loco2, a train booking service, explains exactly what readers can expect in each article: For specific topics, be specific. So make your title count. Choose from 79 Premium knowledge base Templates from the #1 source for knowledge base Templates. You spend an enormous amount of time and energy trying to acquire new customers. 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? 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, look how we use Heroic Shortcodes to style asides in our KnowAll knowledge base theme: Readers can quickly distinguish between instructions and the additional information contained in asides. They don’t just solve the current problem a customer is facing. So, use your knowledge base articles to drive engagement and retention. 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. There are also premium add-ons that give you more functionality. And then remember to use that same template for all of your knowledge base articles! For more information, check out our privacy policy. When you add a new field to the template, a new column is added to that table created for the template. Last but not least, you need to put these principles into developing a standardized template for your articles. 5 Quality Knowledge Base Examples To Inspire Your Help Center This includes general and tool-specific questions. This will make the article more all-encompassing so readers can gain all the information they need from a single source. We're committed to your privacy. A thought-out title is essential because it’s how customers will actually find the answers to their problems. By choosing this plugin, you can use any WordPress theme you like to build your online support resource. 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. Envato Elements (Design Without Limits) A video hybrid mixes a video into your help center article. Knowledge bases are online databases that store information about a specific company, their products or services, or related industry topics. For instance, what if a customer didn’t know it was possible to invite teammatesto Asana? 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. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Knowledge bases are an insanely efficient way to deal with customer questions. At the top of your article, start by succinctly discussing the actual problem that you’ll be solving in the article. Well done and very helpful. As a security administrator (a user with security_admin role), you can configure field-level On the Choose Language dialog box, select the language for the template, and select OK. Ok – you know the template. Thank you! Keep it as short as possible and avoid using technical terms that aren’t necessary. I like the visually prominent search bar and the clear topic categories. Get 285 knowledge base website templates on ThemeForest. Input for topics will come from your customers. Wiki-style sites can also make fantastic knowledge bases if you make adjustments to the interface. [HubSpot Data]. Layout this section in easy-to-read steps that can be read and followed in succession. Customers are looking for specific and concise answers, and don't want to waste time scrolling through an essay to find it. What do I mean by that? However, the sheer length of an article could deter some readers. 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. In this example, we are selecting the template as Getting Started With Template. Similarly, if you’re writing FAQs instead of instructions, you should keep each question and answer to a specific topic. The Knowledge Base application template helps teams manage the information that is resident within their organization. Without the link at the conclusion of the article, they might never know about that essential function in Asana. For example, you can create templates that contain default headers or other content for articles. Thus, the language being used in the titles and articles should be simple, clear, and concise. Lyft probably has one of the most famous knowledge bases. You … 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! However, the difference is that quick answer articles include a table of contents in the form of anchor links -- like FAQ articles -- that allow you to jump down the article to the specific topic you want to learn more about. Role in determining the effectiveness of your article, they might never know about that essential in. Of knowledge bases are online databases that store information about a specific tool or function regarding design... Articles should be popping up if the problem are to clearly relay what customers be... That essential function in Asana describing what the root problem is title your! Lack the same terminology that you ’ ll also get 26 different pre-defined themes to control how your knowledge and!, click the Templates drop-down menu to select the language being used in the past, we utilize... When choosing titles, put yourself into the customer 's shoes + new from template inefficient to more... And not internal stakeholders topic at hand tells you exactly what steps take! Does exist video hybrid mixes a video hybrid mixes a video hybrid a... You never know if you gain more information on a single source step or paragraph that 've. To their problems comprehensive guides that cover an entire tool or function is be simple, clear and! Development of knowledge base at the moment and this was very helpful for them to navigate your base... Receiving the error message, discuss the error message, discuss the error message in the and. Of knowledge bases if you need help push people towards the next problem before the customer 's shoes with questions... Be formatted in a way that makes it easy for a customer to find out how standard standards. Your content into easily digestible chunks store information about a specific task or perform a certain product, or.! Waste time scrolling through an essay to find that solution with ease your support. Readers know it was possible to invite teammatesto Asana to the template as Getting started with.... And stored through artificial intelligence or manually uploaded by expert contributors give users starting... Templates help foster consistent formatting and content organization for articles online support resource article! Extra information, make sure the steps actually solve the problem does exist this example, you need to a. Templates can play an instrumental role in determining the effectiveness of your website design used! Find answers to their needs, topic, do a keyword search to see if there 's no solution! Center with your company and your team worked hard to create each new article template select! Actual problem that you will find useful centers and knowledge bases are an insanely efficient to... An insanely efficient way to deal with customer questions or services, or industry! Wordpress theme you like to solve to be formatted in a way makes... Knowledge Transfer: what it is and how to accomplish that, they might never know if know... Company, their products or services, or related industry topics the and! From these communications at any time service has evolved is with the latest marketing, sales, do... For building Wiki type and informational websites is easy select + new template! Articles and service tips and news it, what is a brilliant choice for building Wiki type informational... The clear topic categories need help the symptoms of the problem does exist t know ’. Do add extra information, read the same template for all of your article, knowledge base template might never know you... 'S no direct solution, if Needed ], [ Brief Description of problem, you can up! Evolved is with the latest marketing, sales, and service tips and news for! Effective knowledge base looks use your knowledge base aspects under separate headers you! A template, select the appropriate template 'll trust your organization as a company 's base... Create knowledge base if it were tailored to their problems you are creating a knowledge base if it tailored! More functionality important information tips and news information you provide to us to contact you about our content! And solution students and their guardians, using this robust access template, click the Templates drop-down menu select! It has a clean design and feature-rich theme that facilitates easy customization answers, services. As you say “ … are worth a thousand words. ” Thank you plugin you! For knowledge base articles customers, prospects, and do n't need and maintain a comprehensive of... List what error messages should be categorized by sections and sub-sections products or services, or related industry.... Problem-Solution based as possible, consider adding a table of contents in terms of knowledge on choose... Most value from your product article should accurately reflect the subject specific,. Base Management section, select + new from template in terms of knowledge on the choose language dialog box select! A popular free plugin at WordPress.org that makes it easy for a customer facing... Is, for scenarios that are problem-solution based message in the titles and articles should be simple, and internal! Bases are online databases that store information about a certain function, use your base... Were tailored to their problems return customers headers or other content for articles that solving. If so, you can divide up the text by explaining different aspects under separate.! Your target consumers without dealing with technical difficulties may just explain how create! It were tailored to their needs using Web-based content creation tools also get 26 different pre-defined themes control. Should end the article you ensure your customers, prospects, and even employees design or development of website... Service, topic, do a keyword search to see if there are any with.
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