In the first part of this blog series, I discussed what documentation is and how it is a secret weapon for RevOps. Secret being the operative word...there is not a lot about documentation that is ...documented… or spoken about in most RevOps content or events. It is not as exciting to talk about as all the shiny tools and data to play in!
In the second part of this blog series, I discussed how documentation is a key factor for helping a company scale. For example, training new employees is not very scalable if you’re only passing information to people verbally during real-time meetings, which does not train and enforce consistent, efficient processes. Another example is that knowing what experiments you ran in the past, the results, and what and why changes were made, will allow you to keep improving faster and not make the same mistakes twice.
In part three, I discussed a few documentation best practices, including a brief mention of this blog’s topic: Not just creating the documentation, but putting that documentation where everyone can easily refer to it and update it.
Since this is a HubSpot blog, I bet it is no surprise that I recommend using a tool inside of HubSpot: the Knowledge Base!
The best tool to use is the one the majority of your team is already using, at least to start creating a culture of documentation within your company on the path of least resistance.
A general RevOps goal of making the tech stack more efficient can often mean using less tools but better tools, tools that many teams can share and don’t require 3rd party integrations to keep the data flowing accurately throughout the company.
And since you’re reading this blog, I’m going to take a wild guess and say that you’re using HubSpot in this true RevOps fashion to optimize your tech stack for efficiency to deliver the best, consistent customer experience using data shared across all revenue-related teams 🙂
So all of the teams your RevOps department works with will have access to HubSpot and already use it daily, which will reduce the friction of trying to introduce a new tool for documentation that requires more training and adoption of new behaviors and habits.
HubSpot does have a few tools related to documentation, such as Playbooks and even the CRM itself could be considered a documentation tool, where every customer interaction is documented in real time and accessible by all teams.
But where do you explain how to use the Playbooks or the CRM, and explain why it is used, when it is used, who’s in charge of what…
The Knowledge Base is traditionally thought of as a public-facing customer service tool, to help customers self-service answer their questions and ease the burden on your team. This tool is available for Service Pro Hubs and above.
At Remotish, we primarily use the Knowledge Base for storing internal documentation about everything we do as a company, inside a tool we use daily for many other purposes. We call the Knowledge Base our wiki, so you’ll know what I am referring to later on in the article 🙂
Tips for using HubSpot’s Knowledge Base for your internal company documentation:
I hope these were helpful tips.
The next blog in this documentation series will be about how documentation using the Knowledge Base led to our agency’s rise to Diamond Partner in its first 2 years and allows our team 30-hour workweeks.
In the meantime, I’d love to hear your best uses of the knowledge base and questions!