How do people create their knowledge bases?

[JTolley]

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?

[JTolley]

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?

[DNeal32]

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

[Gaurav_Aggarwal · Accepted solution]

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.

[JTolley]

That's really helpful! Thank you Gaurav!