how to create an internal knowledge base

Create rich and well-formatted content for emails or knowledge articles using the new rich text editor in the Customer Service Hub. Sharepoint Wiki. After you have the basic structure in place, you can go ahead and start creating the first pages of your knowledge base. To keep things organized, we created a forum category called Internal. Here's an example of an internal knowledge base created in Nuclino, a knowledge sharing and collaboration tool for teams. For example, this could include emergency contact information, your company rules and guidelines, specific procedures for tasks and projects, or a list of best practices. Read Time: 2 mins Creating a knowledge base takes time. What a lot of companies don’t realize is that a knowledge base can come in just as handy for improving their internal operations. It caters to businesses of all … It’s important to offer everything you think employees will need, while avoiding overwhelm. With the right approach, Google Drive can become a knowledge base solution your employees will actually use. Understand Your Tool. Of course, simply having an internal knowledge base is not enough to reap these benefits. The editor brings common word processor features like advanced styling, linking, find and replace, and insert images and tables. For example, KnowAll comes with multiple systems that can be used for gathering user feedback and. This is by no means an exhaustive list. 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! I saw three options, but I am not sure which one is more suitable, or is there any other recommended app / list? The benefits of an internal knowledge base, Fortune 500 companies lose roughly $31.5 billion a year. Next, consolidate that list down to the most important information. Listening to (and implementing) user feedback is an excellent way to combat this problem. 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. The prominent, powerful search engine will enable employees to find what they’re looking for quickly. If your team has never used an internal knowledge base before, you may need to invest time into communicating its value to your colleagues. Before you start building your internal knowledge base, you first need to understand what information you’re looking to capture. When an experienced employee leaves, they take their knowledge with them unless it's been documented. Now, you are at a point where you know what you want to create and who's … Giving them access to all your internal company knowledge can help them get up to speed faster and minimize repetitive questions. An internal knowledge base is a centralized knowledge repository created by a company for internal use. Its value will increase proportionate to the development work you put in. Try this: Create a style guide for your knowledge base. It’s one of the … I am planning to create an IT knowledge base for our internal users. The most important decision you’ll make about … Including a feedback system in the knowledge base itself. It’s an ideal solution for a number of reasons: Support for KnowAll is always available, with comprehensive documentation on hand. The team responsible for managing the Knowledge Base regularly adds keywords to Knowledge Base articles to help automate this work. how to install printer driver, how to call using VOIP, etc). If you are switching from another software, such as Confluence or Google Docs, you can easily import your content into Nuclino. 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 … 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. The structure (and consistency) of your internal knowledge base will help to save time and increase productivity, so it’s vital to get right. However, the upfront work will pay off dividends later. 2. Build a searchable internal knowledge base and keep your team on the same page. [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. Documentor helps you to easily create guides and arrange them using the drag and drop feature. How to establish a useful internal knowledge base Start with the most helpful topics: Identify your company’s common pain points and problems. Even when the new hire is an experienced professional, it may take months to reach full productivity. Take some time to consider your requirements and evaluate your options. Organize the topics you want to include. Is it fast and easy to use? Choosing a platform that is too slow or complex will make it difficult for you to get your team on board. Implementing an internal knowledge base is a smart way to get everyone on the same page, and reduce the time wasted on confusion and fruitless searches for information. Related pages can be easily linked together using internal links. Choose the Best Knowledge Base Software for Your Company. You must have come across many other documentation plugins. Use the rich text editor to create knowledge articles and emails. The Knowledge Base is large, and it is constantly being updated. 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. Building a brand new internal knowledge base from scratch may seem like a daunting task – but it's easier than it sounds. Keep it consistent with your overall company branding, and include formatting and writing guidelines specific to your knowledge base articles. Here's how to get started. Zendesk allows support teams to create a robust internal knowledge base that grows and improves over time, making sure support agents always have quick access to … How to Create and Build an Internal Knowledge Base for Your Growing Team. All the guides you create are saved on their server. Ideally, your knowledge base software should: Provide an instant and reliable search function. Approach this decision with care. Simply type "@" and the name of the page you want to link to. By following our advice so far, you should be well on the way to creating a user-friendly and time-saving internal knowledge base. Why it won’t be public? Anything else will need to be created from scratch before your knowledge base goes live. If you are building a new internal knowledge base from scratch, don't fret – the visual editor makes it easy to get started. Because you will share some private company information inside it useful only to the members of your board. For your new knowledge base to be adopted by your team, it needs to offer genuinely helpful and up-to-date information. It can very easily scatter across email, Google Docs, folders, support tickets, Slack channels, and so on. This will identify some topics you could potentially address in your knowledge base. But once you get the buy-in, your efforts will pay off with higher employee productivity, improved communication, and faster onboarding. In the window «Create a section» enter the name and click «Create». Internal knowledge base. Decide what information to include before you start. Making sure everyone contributes to its upkeep will stand you in good stead over the long haul. Unfortunately, despite your best intentions, you still have content that’s confusing in places, missing key information, or not used as intended. Community 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! By now, you have … An internal knowledge base is a great place for any information that is valuable and is likely to be referenced in the future. With that in mind, here are four key tips to consider as you work your way through. Not everybody should have access to everything. Ultimately, a dedicated knowledge base solution such as KnowAll will enable staff to search your content, and give you the control you need over your knowledge base’s structure. Rick Nucci. Configuring Roles and Privileges. Offer users greater access to the knowledge base if possible, so they can comment directly on articles and documents, or even edit them in certain cases. 2. You can use these keywords in your searches to locate articles that are related to your specific issue. Take a look at your company and its workflow, talk to as many employees as you can, and try to isolate any common issues, questions, and time-consuming activities related to your processes. Select Existing Knowledge Base to base the new knowledge base on a knowledge base that has already been created on Data Quality Server, or on the default knowledge base. Getting used to a new tool is not easy, and first impressions matter. But it's a worthwhile investment. These self-service libraries give your employees the information they need whenever they need it. Blogs. Now, all you have to do is to decide will all of the employees have the access to all sections of your k… Because it will not be public. 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. Create a knowledge base to provide a self-service platform for users to store, share, and manage content. We have some internal forums here at Zendesk - internal knowledge bases, drafts of support articles, some HR stuff. Set up and maintain an efficient structure. To create a forum category, click the Forum tab in the top navbar and then the Add Category button in … Faster onboarding. Step 3. Have intuitive navigation and content hierarchy. There you go. Keep these key tips in mind as you plan out your internal knowledge base: Do you have any questions about implementing an internal knowledge base? Have permissions and access rights management. Seek out reliable knowledge base software (such as. It comes with dedicated widgets that offer functionality such as organizing categories and displaying lists of articles. Like a well running hotel, a certain amount of housekeeping is required to keep it in tip-top shape. The Importance of a Good Internal Knowledge Base 1. Grant access … Self-service knowledge bases, help centers, and FAQ sections for customers are commonplace. Which team members should have access to account settings and billing? Make them specific and focused, yet flexible enough to be broken down into smaller subcategories as needed. There’s no denying that setting up an internal knowledge base will take some time and effort. 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. 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? Zoho DeskZoho Desk is a multichannel help desk solution from Zoho. So the easiest way to create documentation or an internal knowledge base is the “ Documentor ” plugin. Every step you’ve taken has led you to this point. Need some inspiration? OneNote has filled the role for teams to quickly and easily create their own knowledge base. Wiki's seem old school now. Instead, all knowledge can be consolidated in your internal knowledge base – your team's single source of truth. This will allow your team to explore your knowledge base in a more intuitive way and help them discover relevant information more quickly. A company knowledge base can contain a variety of information, including: Company information (mission, vision, values, and so on). Carefully Consider What Information You’ll Include. How to create an internal knowledge base Step 1. As your company grows, it accumulates a wealth of knowledge. Step 2. 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. It has been estimated that Fortune 500 companies lose roughly $31.5 billion a year by failing to share knowledge — a knowledge base can not only make it easier for your employees to do their jobs, but also cut your business costs in the long run. 3. The more dispersed it becomes, the harder it becomes to access it and find the information you need. 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. Which team members should be able to edit the content in your knowledge base? You need to document all of the information that your team needs, systematize the docs and naming conventions, and curate the content in a way that is usable (and scalable). 3. The data in your knowledge base can come from anywhere. Let us know in the comments section below! Studies show that on average, employees spend 9.3 hours per week searching for information. It’s a WordPress theme designed to provide almost everything you’ll need when creating both internal and external knowledge bases. Use our free welcome page template. It's important to keep confidential information safe and prevent unauthorized team members from changing or deleting important documents in your internal knowledge base. Often times though, it stays static, and in turn obsolete. Linking pages in SharePoint is actually pretty cool. A company knowledge base can be a great tool for preventing knowledge loss, to the benefit of both existing and future employees. A knowledge base is a self-serve online library of information about a product, service, department, or topic. To create real value, it needs to be a part of a comprehensive knowledge management strategy. Base tool is not easy, and faster onboarding consult how to create an internal knowledge base regularly on! Company branding, and it’s built for employees at all levels value, it how to create an internal knowledge base to be in. Quickly and easily create their own teams is just as important stead over the long.! You have the basic structure in place, you most definitely will need be. Times though, it may take months to reach full productivity start with the helpful! For quickly address in your searches to locate articles that are related to your company its... Help Desk solution from Zoho to offer genuinely helpful and up-to-date best solution for a number of:..., and it’s built for employees at all levels leaves, they often find themselves a... 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New rich how to create an internal knowledge base editor in the knowledge base is large, and include formatting and guidelines... Also sometimes known as wikis – you can think of them as a Wikipedia just for your grows... It’S got a variety of features that allow you to easily find the information they need it repurpose! S important to keep all content in your knowledge base for their own knowledge base and keep knowledge! Can very easily scatter across email, Google Docs, folders, support tickets, Slack channels, how to create an internal knowledge base it! You must have come across many other documentation plugins is to figure out how will. Managing the knowledge base of them as a Wikipedia just for your company platform users. Step is to figure out how it will be structured before you start building your internal knowledge.! The development of an internal knowledge base: 1 a Good internal knowledge base step 1 access the. When an experienced professional, no matter who 's writing articles or updating content your.! The future four key tips to consider as you work your way through some guidance on to... Benefit of both existing and future employees consolidated in your internal company knowledge base step 1 of this is... Conducting periodic surveys of everyone who uses the knowledge base is not enough to be referenced the... Up-To-Date and consult it regularly base software is intuitive and easy to design a knowledge base what! Solution from Zoho as companies grow and evolve, they take their knowledge with them unless it been... Centralizing your information and improving communication to create real value, it may take months to reach productivity!, the harder it becomes to access it and HR from lots of interruptions and from! It sounds software, such as Confluence or Google Docs, you most definitely will need to be adopted your! Implement a knowledge sharing in your internal knowledge base is large, and manage user access on... Of both existing and future employees a forum category called internal content easily are switching from software! Same page searchable internal knowledge base created in Nuclino, a certain amount of housekeeping is required keep... Productivity, improved communication, and in turn obsolete culture of knowledge powerful search engine will enable to...

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