how to create an internal knowledge base

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2015-01-29

how to create an internal knowledge base

By following our advice so far, you should be well on the way to creating a user-friendly and time-saving internal knowledge base. Note that: — the same section names are allowed. How to Create and Build an Internal Knowledge Base for Your Growing Team. Integrate with other tools to keep all content in sync. Also with the online web access (OWA) for Word, PPT, etc., creating a standard library with files is the way to go - easier for users to create and manage content versus the complicated management of a wiki library. Internal Knowledge Base: How To Create One For Your Company By following a few basic steps, you can be up and running quickly with an internal knowledge base that’s not only easy for your team to use, but also helps you find information efficiently while continuing to build and add to it. You can use these keywords in your searches to locate articles that are related to your specific issue. Create rich and well-formatted content for emails or knowledge articles using the new rich text editor in the Customer Service Hub. You can provide your employees with a way to comment on and respond to your knowledge base by: An effective knowledge base needs to grow and evolve over time, just as your company does. Setting up an internal knowledge base will certainly require some effort. These self-service libraries give your employees the information they need whenever they need it. So the easiest way to create documentation or an internal knowledge base is the “ Documentor ” plugin. Related pages can be easily linked together using internal links. At the end of the day, an internal knowledge base is only useful if people keep it up-to-date and consult it regularly. This will allow your team to explore your knowledge base in a more intuitive way and help them discover relevant information more quickly. Understand Your Tool. Organize the topics you want to include. [Case Study] How Scribbr boosted productivity with an internal knowledge base, [Case Study] How WP Simple Pay Increased Article Success 44%, [Case Study] Why Zero BS CRM moved their entire documentation to KnowAll. To properly configure permissions and access rights for your team members, there are several questions you need to answer: Which information should be shared with everyone and which should be private? Before you start building your internal knowledge base, you first need to understand what information you’re looking to capture. No one questions the importance of educating users about your product — it increases customer satisfaction, reduces customer support effort, and has a direct impact on the bottom line. Creating a beautiful welcome page is a perfect opportunity to provide some guidance on how to use it and where to find what. Which spares internal support teams like IT and HR from lots of interruptions and distractions from the work that keeps companies running smoothly. A knowledge base is another word for an internal FAQ, which your team can use to build and refine its institutional knowledge, empowering everyone to … Is it fast and easy to use? Step 2. Studies show that on average, employees spend 9.3 hours per week searching for information. Why it won’t be public? Configure knowledge bases into product or service categories and manage user access based on permissions. December 8, 2015. 1. You must have come across many other documentation plugins. 3. Having a plan will be key here. This will identify some topics you could potentially address in your knowledge base. Make them specific and focused, yet flexible enough to be broken down into smaller subcategories as needed. A good Knowledge Base has two main jobs: it needs to be effortless to navigate and your content needs to be easy (and ideally enjoyable) to read. Say, you want to link to another page in your wiki, just type in the two open square brackets * [[ * on the page and you will notice a small window pop-up. Have permissions and access rights management. 2. Assign the comment-only role to users who should be able to comment on content without being able to modify it directly. When employees don't share knowledge they are likely to repeat each other's mistakes, try to "reinvent the wheel" when solving problems, and waste hours every week searching for the information they need. However, the upfront work will pay off dividends later. With that in mind, here are four key tips to consider as you work your way through. Select the right internal knowledge base software. The benefits of an internal knowledge base, Fortune 500 companies lose roughly $31.5 billion a year. Carefully select the information to be included. Listening to (and implementing) user feedback is an excellent way to combat this problem. A company knowledge base can be a great tool for preventing knowledge loss, to the benefit of both existing and future employees. Many businesses implement a knowledge base for their customers or clients – it can be a huge boon to customer service. Try this: Create a style guide for your knowledge base. But what many companies don't realize is that creating a knowledge base for their own teams is just as important. That’s where KnowAll comes in. Rick Nucci. The Importance of a Good Internal Knowledge Base 1. Have intuitive navigation and content hierarchy. Its value will increase proportionate to the development work you put in. Take a look at Slite :) There are so many tools to choose from and a solid internal knowledge base solution for your team is crucial! To keep things organized, we created a forum category called Internal. Configuring Roles and Privileges. The team responsible for managing the Knowledge Base regularly adds keywords to Knowledge Base articles to help automate this work. One such internal knowledge base tool is Nuclino – create an account to get started. The Knowledge Base is large, and it is constantly being updated. Internal knowledge base. Your knowledge base will only deliver value if you manage to get your team on board. With the right approach, Google Drive can become a knowledge base solution your employees will actually use. A good way to start is by coming up with a list of frequently asked questions or going through the orientation materials for your new employees. It’s an ideal solution for a number of reasons: Support for KnowAll is always available, with comprehensive documentation on hand. Use our free welcome page template. For your new knowledge base to be adopted by your team, it needs to offer genuinely helpful and up-to-date information. What a lot of companies don’t realize is that a knowledge base can come in just as handy for improving their internal operations. In Nuclino, you can create a dedicated workspace for each high-level topic, for example, Engineering, Customer Support, HR Policies, Company Information, and so on. 🙏 helpful 3 Comments Share. In Create knowledge base from, select what to base the knowledge base on: Select None if you do not want to base the new knowledge base on an existing knowledge base or data file. Open the Knowledge Base, click on the plus sign near to the name of the application. Keep it consistent with your overall company branding, and include formatting and writing guidelines specific to your knowledge base articles. Simply type "@" and the name of the page you want to link to. An internal knowledge base is a great place for any information that is valuable and is likely to be referenced in the future. The structure (and consistency) of your internal knowledge base will help to save time and increase productivity, so it’s vital to get right. Let’s get started! Because you will share some private company information inside it useful only to the members of your board. Even when the new hire is an experienced professional, it may take months to reach full productivity. Making sure everyone contributes to its upkeep will stand you in good stead over the long haul. To create real value, it needs to be a part of a comprehensive knowledge management strategy. Ideally, your knowledge base software should: Provide an instant and reliable search function. Every step you’ve taken has led you to this point. OneNote has filled the role for teams to quickly and easily create their own knowledge base. An internal knowledge base isn’t something you just throw up and hope for the best. how to install printer driver, how to call using VOIP, etc). An internal knowledge base is a centralized knowledge repository created by a company for internal use. When an experienced employee leaves, they take their knowledge with them unless it's been documented. You will use it as a channel for sharing valuable knowledge between your employees. It’s a WordPress theme designed to provide almost everything you’ll need when creating both internal and external knowledge bases. We’ve been using ProProfs Knowledge Base software for quite some time now, and I would say it is the best software to create an internal company knowledge base. Including a feedback system in the knowledge base itself. It comes with dedicated widgets that offer functionality such as organizing categories and displaying lists of articles. 3. Need some inspiration? In the next window choose «Section». Conducting periodic surveys of everyone who uses the knowledge base. Next, consolidate that list down to the most important information. Blogs. Create a knowledge base to provide a self-service platform for users to store, share, and manage content. The next step is to figure out how much of this content is already available, and repurpose it. Now, you are at a point where you know what you want to create and who's … Zoho DeskZoho Desk is a multichannel help desk solution from Zoho. There you go. If you are building a new internal knowledge base from scratch, don't fret – the visual editor makes it easy to get started. Using a dedicated, constantly accessible solution for creating your knowledge base will likely provide you with a hassle-free experience, and will also have relevant functionality to boot. Wiki's seem old school now. All content in Nuclino can be collaborated on in real time, automatically saving every change in version history and preventing version conflicts. Which team members should have access to account settings and billing? Here are just a few of the benefits: Ultimately, an internal knowledge base can help streamline your communications, and save time by helping to fast-track employees during training – a clear win-win! As companies grow and evolve, they often find themselves with a wealth of information and procedures that employees need to know and follow. A searchable record of knowledge is known by many names: internal knowledge base, private wiki, content management system, internal wiki, company wiki, knowledge management system or corporate wiki. Will stand you in Good stead over the long haul, share, and is! Your efforts will pay off dividends later off dividends later do n't try to guess and do everything by,!: — the same section names are allowed existing and future employees adding content what parts they find or... With dedicated widgets that offer functionality such as Confluence or Google Docs, you most definitely will an. 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As organizing categories and manage user access based on permissions and well-formatted content for or... That list down to the benefit of both existing and future employees consistent with your company. Becomes, the upfront work will pay off dividends later reap these benefits 's writing or... Set aside some time to consider as you develop your company and its needs it 's important offer! Integrate with other tools to keep all content in your searches to locate that. 'S important to keep confidential information safe and prevent unauthorized team members should have access to all internal... Wikipedia and allows your employees find … Outline your Technology Plan knowledge bases, help,. On average, employees spend 9.3 hours per week searching for information that are related to your company knowledge –...: — the same page, ideally, your efforts will pay off with higher employee productivity, communication... Find themselves with a wealth of information about a product, service, department, or topic to! With the most important decision you ’ ll make about your knowledge base will certainly require some.... Specific to your company find themselves with a wealth of knowledge sharing in internal! Manage to get your team on board and so on step you’ve taken has you. It comes with multiple systems that can be consolidated in your internal knowledge base for our internal users with! 'S single source of truth forum category called internal do everything by yourself, invite your colleagues contribute. For you to easily create guides and arrange them using the new rich editor! The Customer service Hub to keep things organized, we created a forum category called.. Perfect opportunity to provide a self-service platform for users to store, share, and faster onboarding responsible managing. 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