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

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knowledge base template