topic How do people create their knowledge bases? in Knowledge Base Tool

How do people create their knowledge bases?

JTolley — Mon, 14 Oct 2024 07:40:51 GMT

Hi,

I'm a app developer trying to figure out how people create their knowledge bases.

Do people employ consultants to set them up? Or is it the job of the customer service reps to create them and keep them maintained.

Are they created when a client starts building out their helpdesk? Or are they introduced after the helpdesk has been running for a while?

Where does the information for the knowledge base come from?

Re: How do people create their knowledge bases?

Gaurav_Aggarwal — Mon, 14 Oct 2024 14:17:30 GMT

Hey @JTolley

People often use a mix of approaches to create knowledge bases. Some hire consultants for initial setup and strategy, while others rely on customer service representatives to develop and maintain the content. Knowledge bases can be created when a helpdesk is first established as they gather more insights and frequently asked questions.

The information for a knowledge base typically comes from customer service interactions, feedback, and common inquiries. It can also draw from existing documentation, product manuals, and input from various teams within the organization.

Re: How do people create their knowledge bases?

JTolley — Tue, 15 Oct 2024 02:21:35 GMT

That's really helpful! Thank you Gaurav!

Re: How do people create their knowledge bases?

DNeal32 — Mon, 21 Oct 2024 05:00:18 GMT

Hi JT,

We use the knowledge base as a shared resource, and KB articles are created by all departments, for both internal and public use, but we are still in early days of usage.

It's great for creating things like FAQs on topics that you can send out repeatedly as a link in an email.

We (Support team) are currently working on creating a peer-review process prior to publishing for client documents, so that we can be sure we are providing the most accurate and current information.

Kind regards,

Danni

Re: How do people create their knowledge bases?

JTolley — Thu, 24 Oct 2024 10:09:45 GMT

Thanks guys! That information was super useful - I took a crack at building a tool that can turn helpdesk tickets into a nice knowledge base (mainly for the Breeze AI Customer agent).

Here is is: https://instantknowledgebase.com/

Any thoughts?

Re: How do people create their knowledge bases?

scoleturbo — Mon, 17 Mar 2025 20:36:45 GMT

Can you archive your post as the reference tool you mentioned is no longer being offered.

Thanks!

Re: How do people create their knowledge bases?

JTolley — Tue, 18 Mar 2025 12:48:19 GMT

You're correct - the product has been discontinued, not sure how to archive the post unfortuanetly!