Knowledge Base Management Best Practices

[Danielle Bacon]

We recently launched our employee service center in January 2020 and are now looking to build a strategy for maintaining our knowledge base to ensure content is up to date and accurate for our employees. We are looking to approach this holistically and are exploring different options (i.e. Smart Sheet tracking, etc.) but would love to hear best practices other companies use to constantly review and keep their knowledge bases up to date. Thanks in advance!

[Eric Gerstein]

Hi Danielle, There is a best practice Success Playbook on HR Knowledge Management on the Customer Success Center here: https://www.servicenow.com/success/playbook/hr-knowledge-management.html . It may not answer all your questions about ongoing maintenance, but may provide a few helpful tips to get you started. 

[Danielle Bacon]

Thanks, Eric! There are some helpful pieces we can pull from here to help us as we think about our overall strategy and measuring the success of any strategies we put into place. 

[Sonal Shrivast1]

Hi Danielle,

Start the planning with prioritising the standardised process for knowledge management, with clearly defined roles and responsibilities and templates for different processes to show quick wins to show adoption.

Engage process owners and process managers to design and automate the process along with creating content using proper keywords to make them easily searchable for the users.

Plan surveys to collect the feedback from end users and all other stakeholders to improve the content and ask them to review the content and rate it and based on the rating try to show up top 5 articles for every search.

I hope this will work.

Regards,

Sonal

[Danielle Bacon]

Thanks Sonal! Very helpful!