The most common “knowledge base” is the internet—a place millions of users turn to each day for insights on a vast variety of topics. Free Courses & Certification Take courses on the latest business trends, taught by industry experts. 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. Using it is powerful. Skip to end of banner. Let’s start with the title – Buffer gets straight to the point with a short, searchable title. Promoted articles. There are heaps of tools out there that help drive your support … 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. At the top of the article, they feature a short, easy-to-search title as well as a quick video summary and table of contents: As you scroll down, you’ll notice the use of eye-catching callouts: As well as step-by-step instructions broken down into clear actions: And finally, they end the article with Related Articles to help readers move onto the next topic, as well as clear option to get human support: Let’s round out the list with one more quality example – this time, coming from design tool, Canva. Disclaimer: I'm the founder of Helpjuice.com – We've helped thousands of companies create the perfect knowledge base, including customers like from big name brands incl. MailChimp is another company who “gets it” when it comes to knowledge bases. You need a great knowledge base to help your customers utilize your product and cut down on the need for human support. But many IT departments establish and rely on their own user-friendly help desk knowledge base system to address employee queries and resolve technical issues in a … Review Your Support Desk Software. They have a lot of documentation – great design, Beautiful layout of a lot of categories, and preview of answers, Entire KB is built in two columns, making it very easy to consume, Beautiful way to present small amount of topics, Greatly integrated, including user login, via iFrame & nice q/a format. And while Canva doesn’t disappoint on that front, they still keep things easy to navigate. Furthermore, you can also have your team get instant answers to the questions they need without having to email themselves all using knowledge base software. Let’s dig into what makes their knowledge base so great. You can also see the same simple, straight-to-the-point title at the top of the article. I'm looking for some inspiration for how well ZD can be integrated into the overall look, feel, and branding of an enterprise site, from a knowledge base perspective. Help desk software Knowledge is power. Because Canva is a design tool, you’d naturally expect their knowledge base to incorporate a bit more flair. Here you will find technical information and documentation, product forums, product updates, and more for many of our product lines. Quickly promoted from Tier 1 to the Tier 2 team due to extensive knowledge of IT help desk ticketing system and help desk software. Very nice display of customized design including icons, Beautiful layout of Categories, and KB feels personal given the background (great idea). Office 365. Knowledge bases are an insanely efficient way to deal with customer questions. When users first click to MailChimp’s knowledge base, MailChimp serves up this simple screen that helps direct visitors to the most relevant topics: Once visitors click through to an article, MailChimp greets them with a quick summary of everything that will be covered in the article – great for helping readers determine if they’ve found the right topic: And as you scroll down, you’ll notice that MailChimp incorporates the same step-by-step list style as Asana, carefully breaking down each step into a single action: And finally, they also use callouts to highlight important information: While the homepage of Buffer’s knowledge base could use some improvement, the actual meat of their knowledge base is very well done. Make a comprehensive list of topics about your product or service. Customers want an easy process to search for specific issues, rather than combing through a maze of endless resources. And if you want to know what that formula is, we put together a knowledge base article template to help you write the perfect knowledge base articles for your help center. Consider how they work and what they need to know to accomplish their goals. And How to Start Capturing It, What Is Process Documentation? It would be pointless if your site has all the self-help information available and your customers are not able to find it. The knowledge base allows you to create articles, categorize them and then share them with people in your company. Knowledge base software is a specialized tool for creating, maintaining, and delivering information. With a knowledge base, you can allow your customers to self-help themselves, thus reducing your customer support by up to 60%. This will create an A to Z alphabetical listing of all of your articles. Made with from Miami, Bosnia, Morocco & Brazil. Elements of a Help Desk Knowledge Base Article. Organize Your Help Center. And there’s a reason for that – Asana has one of the best knowledge bases we’ve encountered. Skip to end of metadata. Knowledge Management a Theoretical & Practical Guide, Using An Internal Knowledge Base To Super-Power. help desk systems. Achieved and maintained company-high customer retention rate of 99.32%; Efficiently cultivated fresh outsourced help desk team and remote help desk jobs. Take 10-30 minutes to list down … The content in an IT help desk is a perfect example of knowledge base articles that help users help themselves. When I Work is another great knowledge base example that hits all the high points. Great display of popular questions. Welcome to the AVEVA Knowledge & Support Center website! One of the many features included in the help desk, apart from a ticketing system, is a knowledge base. That’s why a knowledge base is a crucial part of any company’s customer experience strategy. Knowledge base on the other hand, is precise, like getting an expert opinion on a specific problem or a query. Give readers a quick summary or table of contents so they can make sure they’re in the right place. This helps ensure that Asana customers get as much value as possible from the product – which means they’re more likely to stay Asana customers! 5 Quality Knowledge Base Examples To Inspire Your Help Center Help Scout’s Docs is an example of knowledge base software, built to deliver better self-service and to integrate tightly with our customer service software. See the Best Knowledge Base Software . Learn the six steps to build an effective help desk knowledge base for your business. You can also create an additional Glossary page with your Knowledgebase articles. A knowledge base (KBase) is an organized repository of relevant data, structured with IT best practices and knowledge gained from practical experiences. Here are some ideas for you/examples of what I have seen my clients do: HR: Employee Onboarding – easily share information, links, and documents with new employees; PMO: Build a Wiki/Knowledge Base to document and share Project Management Methodology Focus on building out the knowledge base that tackles the needs of the greatest number of people. Build a knowledge base and help your customers help themselves. They use the GIF to illustrate a step which is too short for a video, yet still requires “action” to properly illustrate. At the top of every article, Asana includes a quick video summary of the article – a great way of reaching those who prefer multimedia learning to text: Below that, you’ll encounter two more great techniques: And then, they end every article with a call to action to move readers onto the next help article. DCM config file - Aggregation examples Updated: 02 September 2020 data collection aggregation eventbased logging event based logging data collection module dcm … Break up lists into small steps and utilize callouts, Use short, to-the-point titles for your knowledge base articles, Clearly define menu items so readers know exactly what each choice means, Give the reader a quick overview of what’s in the article, Link out to related articles to help readers get more value from your product, Give an option to get human support if needed, Incorporate soothing colors if possible (, Use well-designed numbering for your lists, Rely on callouts to highlight important information. The more customized and branded, the better. Providing services like a help desk, knowledge base and technical tutorials can help your customers get the assistance they need, whenever they need it, versus waiting for a live support … Support teams know the most about customer issues — and the best way to solve them. Knowledge Transfer: What It Is And How to Implement It, What Is Tribal Knowledge? Asana manages to tick nearly every box with their well-designed and thought out help articles. The purpose of knowledge base software is to allow you to host your knowledge base/corporate wiki in one centralized 'hub'. Onboarding Services Find training and consulting services to help you thrive with HubSpot. And How to Document Your Processes the Right Way, Callouts to highlight important information that might otherwise break the flow of the article, Step-by-step instructions that are broken up into easily digestible parts, Incorporate multimedia imagery. Share links from a knowledge base article that you access via Knowledge base in the sidebar. 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. Created by Justin (st-it11) on 2016-07-05; Go to start of metadata. Great branding through the knowledge base & they utilize displaying a lot of content in a very user friendly way, Nice branded KB, love descriptive categories/topics, Very mobile friendly design, clean & simple for a mobile-first design. So, this Knowledge Base / Help Desk returns more relevant results in impressive speed. When customers click the link from a request or their email, the article opens in the help center: How the search works. DCM config file - Aggregation examples Updated: 02 September 2020 aggregation data collection data collection module date 20200902 dcm event based logging eventbased logging json … After you log on, click Profile | Preferences. When I Work, an employee scheduling and time clock tool, runs an excellent knowledge base on our very own Know All WordPress knowledge base theme. These apps also help you build a knowledge base full of help documentation so your customers can find quick answers to common questions. This article provides an overview and best practice tips for writing help desk knowledge base articles. Images are great – video is even better if it’s within your budget, Use callouts to highlight important information that doesn’t fit the normal flow of the article, End with a call to action to read a related article to help customers get more from your article, Make it easy for readers to find the articles that solve their problem(s). Evernote’s help centeralso has a list of top articles, as well as a clearly marked way to get more help from other resources if needed. Inventory systems, and library software etc., are examples of databases. Good knowledge bases follow somewhat of a formula. Especially if you’re launching a knowledge base for the first time, you’re likely tracking many moving parts: Rather than trying to build a rocket ship to the moon, you’ll want to take baby steps. Sometimes it’s easier to learn by example than to follow tips. Customer self-help knowledge base Let customers find help 24/7. Optimizely’s knowledge base is huge, and it contains a community forum, a traditional knowledge base, an educational academy, certification programs, developer documentation, and a link to regular support. So to help cement many of the concepts we’ve talked about and give you some inspiration for creating a stellar knowledge base, we’re going to take this post to dig into 5 knowledge base examples from companies who get it right. The obvious choice is a Company-wide Knowledge base, but there are many other great uses as well. In addition to incorporating plenty of visuals, Buffer also does a great job at something else: Clearly defining every menu item and choice: While the terms are fairly comprehensible just from their names, Buffer eliminates any ambiguity by clearly defining what each one means. 9.5.2.1427 Maintenance Release – 5 December 2020 9.5.2 Feature Release - 25 November 2020 Here are over 20 of the best customer service apps that keep your support ticket queue under control and your sanity intact. Microsoft Knowledge Base articles that are associated with security updates that have been released since October 15, 2003, provide a link to the corresponding security bulletin without duplicating some of the same information in the security bulletin. I'd love to see some examples of sites using Zendesk as their primary knowledge base. For example, help desk software such as Cayzu, Freshdesk, HappyFox, Vivantio Pro, and Zendesk Support include social tie-ins that let tickets be raised from social media websites such as … It may seem labor intensive to write articles for every issue that pops up repeatedly, but it will save time and money in the long term. Let’s jump right in with…. Best sites for knowledge base examples have been built on a comprehensive understanding of what their customers are looking for and how they can find it instantly. Go to … Download for Android Jelly Bean (4.1.x) and older Jira links; Go to start of banner. And scrolling down, you’ll notice eye-catching numbered steps to break up complex tasks into individual actions: You’ll also see the same reliance on callouts to illustrate important points: It’s no surprise that there was a good deal of overlap among the knowledge bases featured. Organizations that adopt a knowledge based approach to customer service can realize benefits that include: Improved efficiency: Enforcing a knowledge base program with easy to use processes drives employee behavior to support and use the knowledge base database. The Benefits of Using a Knowledge Base. For that, let’s go over some excellent knowledge base examples. 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. Research & Reports Get up-to-date research and data on hot business trends. From version 6.0 onward, the Lansweeper software includes a fully functional help desk. If you’ve read many of our other articles, you may have noticed that they’re filled with examples pulled from Asana. Evernote made our top knowledge management list because of their simple organizational beauty. Optimizely. For each knowledge base example, we’ll tell you why it’s good and what you should take away for your own knowledge base. Anyone aware of any great examples? They avoid jargon and use terminology that their average customer can follow: Below that, they use another helpful technique: GIFs. When creating a ticket-based KB entry, the agent should first search the KB by keyword to see if they can find a … 1. Clean design. Source to see the product lines supported by this website. 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. The knowledge base recommends articles to customers and agents using keywords it pulls from the Summary field of a request. Customers will be able to find what they’re looking for and instantly receive suggestions as they type. Because while it’s fine to get creative with your marketing pages, quality knowledge bases should be formulaic. To help with that goal, we share tons of tips on how to improve your knowledge base’s effectiveness. First off, Canva starts with this calming blue gradient, as well as a big search box: Blue is naturally soothing, so if you have to pick a color for your knowledge base, it’s never a bad option! Let’s start at the beginning. Live Help Desk Examples and HelpDesk Example, Knowledge Base Examples, KnowledgeBase Example. A full-fledged KBase will help improve agent productivity and customer satisfaction. They also display a lot of categories without making it overwhelming, Beautiful display of recent announcements, and easy language picker. Here’s a fact: 91% of respondents would use a knowledge base if it were tailored to their needs. Live Customer Support Examples of KnowledgeBase Manager Pro. Help Desk Knowledge Base; Personal Computing and Devices. 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