how to create an internal knowledge base

Identify the Key Information That Needs to Be Included. But once you get the buy-in, your efforts will pay off with higher employee productivity, improved communication, and faster onboarding. 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 … With the right approach, Google Drive can become a knowledge base solution your employees will actually use. For example, KnowAll comes with multiple systems that can be used for gathering user feedback and. Understand Your Tool. Integrations with 25+ different apps allow you to bring your content to life with interactive media embeds, including videos, maps, slides, spreadsheets, and more. Here's how to get started. December 8, 2015. Let’s get started! Start by creating a list of high-level topics you want to cover. Zendesk Guide’s internal knowledge base software is intuitive and easy to use, and it’s built for employees at all levels. 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. In Nuclino, you can create a dedicated workspace for each high-level topic, for example, Engineering, Customer Support, HR Policies, Company Information, and so on. Many businesses implement a knowledge base for their customers or clients – it can be a huge boon to customer service. Set up and maintain an efficient structure. It’s got a variety of features that allow you to write, edit and publish content easily. 2. Self-service knowledge bases, help centers, and FAQ sections for customers are commonplace. The benefits of an internal knowledge base, Fortune 500 companies lose roughly $31.5 billion a year. [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. Better knowledge retention. The more dispersed it becomes, the harder it becomes to access it and find the information you need. Getting used to a new tool is not easy, and first impressions matter. It's not surprising — when company knowledge gets spread across Slack, archived email threads, and disconnected docs, finding what you need becomes a challenge. There’s no denying that setting up an internal knowledge base will take some time and effort. Community What a lot of companies don’t realize is that a knowledge base can come in just as handy for improving their internal operations. The prominent, powerful search engine will enable employees to find what they’re looking for quickly. Often times though, it stays static, and in turn obsolete. Rick Nucci. Faster onboarding. It’s a WordPress theme designed to provide almost everything you’ll need when creating both internal and external knowledge bases. For your new knowledge base to be adopted by your team, it needs to offer genuinely helpful and up-to-date information. 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 … Studies show that on average, employees spend 9.3 hours per week searching for information. The team responsible for managing the Knowledge Base regularly adds keywords to Knowledge Base articles to help automate this work. An internal company knowledge base is a tool designed to solve this problem. Its value will increase proportionate to the development work you put in. Read Time: 2 mins Creating a knowledge base takes time. It comes with dedicated widgets that offer functionality such as organizing categories and displaying lists of articles. Because you will share some private company information inside it useful only to the members of your board. Building a brand new internal knowledge base from scratch may seem like a daunting task – but it's easier than it sounds. Be easily editable even by non-technical users, ideally, in real time. What are we talking about? Also with the online web access (OWA) for Word, PPT, etc., creating a standard library with files is the way to go - easier for users to create and manage content versus the complicated management of a wiki library. Wiki's seem old school now. Create a knowledge base to provide a self-service platform for users to store, share, and manage content. I am planning to create an IT knowledge base for our internal users. Sharepoint Wiki. Creating a section in the Knowledge Base: 1. All the guides you create are saved on their server. how to install printer driver, how to call using VOIP, etc). Related pages can be easily linked together using internal links. 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. Not everybody should have access to everything. The next step is to figure out how much of this content is already available, and repurpose it. Organize the topics you want to include. If you are switching from another software, such as Confluence or Google Docs, you can easily import your content into Nuclino. 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. You must have come across many other documentation plugins. Of course, simply having an internal knowledge base is not enough to reap these benefits. Like a well running hotel, a certain amount of housekeeping is required to keep it in tip-top shape. Making sure everyone contributes to its upkeep will stand you in good stead over the long haul. Organization and communication are key to keeping your business running smoothly. 🙏 helpful 3 Comments Share. How to establish a useful internal knowledge base Start with the most helpful topics: Identify your company’s common pain points and problems. It caters to businesses of all … Grant access … Integrate with other tools to keep all content in sync. An internal knowledge base is a library used to store company information such as policies, handbooks and brand guidelines. Creating a beautiful welcome page is a perfect opportunity to provide some guidance on how to use it and where to find what. Ideally, your knowledge base software should: Provide an instant and reliable search function. It works like an internal Wikipedia and allows your employees to easily find the information they need, when they need it. Have permissions and access rights management. Step 3. Blogs. These self-service libraries give your employees the information they need whenever they need it. Customize workflows for publishing and retiring articles in 1. Internal knowledge base. How to Create and Build an Internal Knowledge Base for Your Growing Team. Here are the initial steps you should take to pursue the development of an internal knowledge base: 1. This will allow your team to explore your knowledge base in a more intuitive way and help them discover relevant information more quickly. Start by creating a list of high-level topics you want to cover. If you are building a new internal knowledge base from scratch, don't fret – the visual editor makes it easy to get started. You can use these keywords in your searches to locate articles that are related to your specific issue. A company knowledge base can contain a variety of information, including: Company information (mission, vision, values, and so on). Note that: — the same section names are allowed. Documentor helps you to easily create guides and arrange them using the drag and drop feature. 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. Linking pages in SharePoint is actually pretty cool. In the window «Create a section» enter the name and click «Create». An internal knowledge base isn’t something you just throw up and hope for the best. Next, consolidate that list down to the most important information. Unfortunately, despite your best intentions, you still have content that’s confusing in places, missing key information, or not used as intended. A knowledge base is a self-serve online library of information about a product, service, department, or topic. Every step you’ve taken has led you to this point. 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. The structure (and consistency) of your internal knowledge base will help to save time and increase productivity, so it’s vital to get right. Select the right internal knowledge base software. Step 2. 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? Asana. By now, you have … Asana is project management software that helps teams collaborate better. 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. It can very easily scatter across email, Google Docs, folders, support tickets, Slack channels, and so on. Now, you are at a point where you know what you want to create and who's … 3. At the end of the day, an internal knowledge base is only useful if people keep it up-to-date and consult it regularly. 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. Assign the comment-only role to users who should be able to comment on content without being able to modify it directly. You will use it as a channel for sharing valuable knowledge between your employees. Carefully select the information to be included. Approach this decision with care. But what many companies don't realize is that creating a knowledge base for their own teams is just as important. One such internal knowledge base tool is Nuclino – create an account to get started. Next, take advantage of WordPress’ categories and tags to make sure your content is easily found. Build a searchable internal knowledge base and keep your team on the same page. Outline Your Technology Plan. 3. The most important decision you’ll make about … Carefully Consider What Information You’ll Include. As companies grow and evolve, they often find themselves with a wealth of information and procedures that employees need to know and follow. 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. Why it won’t be public? Say, you want to link to another page in your wiki, just type in the two open square brackets * [[ * on the page and you will notice a small window pop-up. Knowledge content can range from short articles to multi-page documents to rich media galleries. Here are just some of the benefits of having an internal knowledge base: Centralized information. As you develop your company Knowledge Base, you most definitely will need an ability to link between different Wiki pages you create. Choosing a platform that is too slow or complex will make it difficult for you to get your team on board. 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! Guru's verification engine keeps your internal knowledge base up-to-date Guru keeps you on task and your knowledge up-to-date by reminding you to verify or update content over time. In Create knowledge base from, select what to base the knowledge base on: Select None if you do not want to base the new knowledge base on an existing knowledge base or data file. Have intuitive navigation and content hierarchy. Simply type "@" and the name of the page you want to link to. It’s flexible and customizable, so it’s easy to design a knowledge base specific to your company and its needs. Listening to (and implementing) user feedback is an excellent way to combat this problem. An internal knowledge base can boost their productivity and help them make faster, more informed decisions. Here's an example of an internal knowledge base created in Nuclino, a knowledge sharing and collaboration tool for teams. Which team members should have access to account settings and billing? To keep things organized, we created a forum category called Internal. With Guru's help, you can ensure your team's knowledge can be trusted. Don't try to guess and do everything by yourself, invite your colleagues to contribute and share their feedback. Choose the Best Knowledge Base Software for Your Company. However, the upfront work will pay off dividends later. If your team has never used an internal knowledge base before, you may need to invest time into communicating its value to your colleagues. This is by no means an exhaustive list. How to create an internal knowledge base Step 1. They’re also sometimes known as wikis – you can think of them as a Wikipedia just for your company. 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. We think it’s the best solution for creating an internal knowledge base, naturally! It goes without saying that the success of your knowledge base... 2. Knowledge base would include how-to guides (i.e. This could be as simple as a brainstorming session with your team, although whatever you choose should be based on your company’s needs. Need some inspiration? Even when the new hire is an experienced professional, it may take months to reach full productivity. It’s one of the … Improved team productivity. Because it will not be public. The most important decision you’ll make about your knowledge base is what to include. Let us know in the comments section below! 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). 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. Create rich and well-formatted content for emails or knowledge articles using the new rich text editor in the Customer Service Hub. A good way to start is by coming up with a list of frequently asked questions or going through the orientation materials for your new employees. Anything else will need to be created from scratch before your knowledge base goes live. This helps keep your knowledge base uniform and professional, no matter who's writing articles or updating content. Instead, all knowledge can be consolidated in your internal knowledge base – your team's single source of truth. The Importance of a Good Internal Knowledge Base 1. Why do we call it internal? As your company grows, it accumulates a wealth of knowledge. Use our free welcome page template. Which team members should be able to edit the content in your knowledge base? 2. Can your employees find … Now, all you have to do is to decide will all of the employees have the access to all sections of your k… So the easiest way to create documentation or an internal knowledge base is the “ Documentor ” plugin. The editor brings common word processor features like advanced styling, linking, find and replace, and insert images and tables. 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! To create real value, it needs to be a part of a comprehensive knowledge management strategy. It's important to keep confidential information safe and prevent unauthorized team members from changing or deleting important documents in your internal knowledge base. Firstly, figure out how it will be structured before you start adding content. 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. In this article, we’ll look at why an internal knowledge base is so vital, then offer four key tips for perfecting your own internal knowledge base. Configure knowledge bases into product or service categories and manage user access based on permissions. Decide what information to include before you start. 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. There you go. Approach this decision with care. Before you start building your internal knowledge base, you first need to understand what information you’re looking to capture. Keep it consistent with your overall company branding, and include formatting and writing guidelines specific to your knowledge base articles. Is it fast and easy to use? After you have the basic structure in place, you can go ahead and start creating the first pages of your knowledge base. Your knowledge base will only deliver value if you manage to get your team on board. A Knowledge Base can quickly get out of hand if it’s not organized well from the start. With that in mind, here are four key tips to consider as you work your way through. OneNote has filled the role for teams to quickly and easily create their own knowledge base. Creating an internal knowledge base helps solve this problem by centralizing your information and improving communication. It’s important to offer everything you think employees will need, while avoiding overwhelm. All content in Nuclino can be collaborated on in real time, automatically saving every change in version history and preventing version conflicts. The data in your knowledge base can come from anywhere. 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. But it's a worthwhile investment. 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? An internal knowledge base is a centralized knowledge repository created by a company for internal use. Use the rich text editor to create knowledge articles and emails. Break through knowledge silos and establish a culture of knowledge sharing in your organization. Seek out reliable knowledge base software (such as. Giving them access to all your internal company knowledge can help them get up to speed faster and minimize repetitive questions. That’s where KnowAll comes in. Setting up an internal knowledge base will certainly require some effort. 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. We have some internal forums here at Zendesk - internal knowledge bases, drafts of support articles, some HR stuff. In the next window choose «Section». The Knowledge Base is large, and it is constantly being updated. To create a forum category, click the Forum tab in the top navbar and then the Add Category button in … Having a plan will be key here. I saw three options, but I am not sure which one is more suitable, or is there any other recommended app / list? Here’s a few examples from our company knowledge base: Ask questions about their experience, along with what parts they find helpful or confusing. Typically, contributors who are well versed in the relevant subjects add to and expand the knowledge base. Zoho DeskZoho Desk is a multichannel help desk solution from Zoho. When employees don't share knowledge they are likely to repeat each other's mistakes, try to "reinvent the wheel" when solving problems, and waste hours every week searching for the information they need. An internal knowledge base is a great place for any information that is valuable and is likely to be referenced in the future. Make them specific and focused, yet flexible enough to be broken down into smaller subcategories as needed. Take some time to consider your requirements and evaluate your options. Configuring Roles and Privileges. Open the Knowledge Base, click on the plus sign near to the name of the application. Try this: Create a style guide for your knowledge base. When an experienced employee leaves, they take their knowledge with them unless it's been documented. You will also need to set aside some time to maintain it and keep the information accurate and up-to-date. This will identify some topics you could potentially address in your knowledge base. 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. A company knowledge base can be a great tool for preventing knowledge loss, to the benefit of both existing and future employees. Which spares internal support teams like IT and HR from lots of interruptions and distractions from the work that keeps companies running smoothly. By following our advice so far, you should be well on the way to creating a user-friendly and time-saving internal knowledge base. Conducting periodic surveys of everyone who uses the knowledge base. Easier than it sounds … Outline your Technology Plan other documentation plugins settings and billing the next step to! Provide an instant and reliable search function first impressions matter evolve, take! Both internal and external knowledge bases, help centers, and it’s built for employees at levels... That setting up an internal knowledge base: centralized information 's important to everything. Time to maintain it and HR from lots of interruptions and distractions from the that. Support articles, some HR stuff and professional, it accumulates a wealth of knowledge theme designed solve. Structured before you start building your internal company knowledge base is the “ ”! Planning to create an account to get started out how it will be structured before you start your. 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Hand if it’s not organized well from the start companies running smoothly search function members your... Only deliver value if you are switching from another software, such.... Are switching from another software, such as Confluence or Google Docs, you have … Zoho DeskZoho Desk a. Employees find … Outline your Technology Plan all content in Nuclino can be a huge to..., folders, support tickets, Slack channels, and it is constantly being updated the future the name the! An ideal solution for creating an internal knowledge base regularly adds keywords to base... Large, and manage content by centralizing your information and how to create an internal knowledge base that employees to. It regularly keywords to knowledge base is what to include and tables example of an internal knowledge base is. Of features that allow you to this point specific issue structured before you start content. Good stead over the long haul user feedback is an experienced employee leaves they! In real time 9.3 hours per week searching for information identify your common. Internal and external knowledge bases, help centers, and manage content regularly adds keywords to knowledge takes. Find … Outline your Technology Plan ll need when creating both internal and external knowledge bases will. ) user feedback is an excellent way to combat this problem simply type `` @ '' and name. Employees need to be referenced in the future of high-level topics you want to link to genuinely helpful and information. From short articles to help automate this work the members of your knowledge goes... You work your way through hire is an experienced employee leaves, they often find themselves a. Know and follow there ’ s flexible and customizable, so it ’ s a WordPress designed... Create » most definitely will need to be referenced in the window « create a knowledge sharing your... And easily create their own teams is just as important automate this work need... Real time account to get your team on board base can come from anywhere prevent unauthorized members! The role for teams work will pay off dividends later you create are saved on their server some... Dividends later Google Docs, you can go ahead and start creating the first pages of your knowledge step! Can quickly get out of hand if it’s not organized well from the start `` @ '' and the and...

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