Seeking Advice on Knowledge Base Creation Standards
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10-10-2024 11:35 AM
I'd like to know how other companies choose when to create a new Knowledge Base. Is it by function, topic, or article volume? What do you all do?
We are currently discussing when to create new Knowledge Bases, and I would love to hear all the ways and reasons.
Thanks!
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standards
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10-10-2024 12:17 PM
Several reasons:
- Who will read the articles? User Critiera can be different from one KB to another for reading.
- Who will contribute (write/edit) the articles? User Criteria can be different for that as well.
- What template(s) will be used? Templates are specific to a KB. A single KB can have multiple templates - or maybe you separate the KB based on the template. For example, How-To documents may live in a different template/KB than break-fix articles.
- What visibility do you want for the KB? Will it be accessible via the Employee Center, mobile, etc.? Will it use AI Search or be used by the Virtual Agent? All of those may affect if you want a separate KB for the use case.
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10-10-2024 02:15 PM
All well said. Just wanted to add workflows (any approvals? different groups involved? multiple groups or only one group?) would also be an indication of a different knowledge base.
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10-10-2024 02:52 PM
We set up three knowledge bases with various templates -
* Information Security (only access by Information Security team, sensitive information....etc.)
* IT - all IT personnel can create and update, with appropriate reviewers, approvers (new KB articles for step by step, how to, troubleshooting, info associated with incidents/ problems, processes, standards.
* Self-Service - all users non-IT and IT personnel can access this knowledge base
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10-11-2024 05:31 AM
Good question.
We have a common Kbase that all can view,
But as soon as we need to have a different audience to KB articles, we set up a new Kbase.
If we want articles to have a different behavior i.e. articles to show in Incidents VS articles not to be available in Incidents, we set up a new Kbase.
Same thing if a group needs a different approval flow or category list.
Hope this helps.
Rene
