Contents
What is a KB article?
Simply put, a knowledge base article features a set of information about a product as a user guide or to solve common problems. Although technically an ‘article’ it doesn’t always have to be written. Some companies use videos, images, infographics and animations to get their point across.
What is Salesforce solutions?
A solution is a detailed description of a customer issue and the resolution of that issue. Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions. The Solutions tab displays a home page that lets you quickly locate and manage solutions.
What is knowledge base application?
A knowledge base is a published collection of documentation that typically includes answers to frequently asked questions, how-to guides, and troubleshooting instructions. Its purpose is to make it easy for people to find solutions to their problems without having to ask for help.
Why do we use knowledge base?
A knowledge base gives your customers the chance of solving their problems without your help. You get to answer any questions before they even have to ask! A comprehensive knowledge base can significantly reduce the number of phone calls your customers have to make to find answers to their problems.
How do you write a good KB article?
8 best practices for writing effective knowledge base articles
- Don’t make assumptions.
- Use anchor links in lengthy articles.
- Make the content easy to skim.
- Make things easy to read.
- Organize your knowledge base article logically.
- Use links strategically.
- Stick with simple article titles.
What are the examples of knowledge?
Knowledge is defined as what is learned, understood or aware of. An example of knowledge is learning the alphabet. An example of knowledge is having the ability to find a location. An example of knowledge is remembering details about an event.
What is knowledge base solutions?
Simply put, a knowledge base is a platform that includes a collection of questions, answers, guides, and documentation related to a product or service. Users are able to type a few words and find answers to common questions about the product. There are also private knowledge bases.
Why do we need a knowledge base system?
Knowledge base systems are a great solution to this decades-old problem. It provides a convenient self-help service to users. More importantly, it helps save businesses lots of resources otherwise spent answering common user questions. “51% of customers prefer support through an online knowledge base.”
What can I add to my knowledge base?
Sometimes when sharing knowledge through an article you need to include additional downloadable content in your guides and posts. Like PDF files, templates, video files, etc. If your knowledge base system supports file attachments you can attach these additional files directly in the articles.
Which is the best software for creating a knowledge base?
Document360 is an extremely simple software designed for doing nothing but creating well-organized knowledge base platforms. The software is trusted by many leading brands such as Microsoft and Harvard University as well. The cloud-based app features a beautifully minimal and clean user interface for making both private and public knowledge bases.
What’s the difference between knowledge sharing platform and knowledge base?
The terms knowledge base and knowledge sharing platform are often used interchangeably, but there are some important distinctions.