Where to start a knowledge base?
Posted: Wed Feb 19, 2025 11:03 am
Start with the basics. Reread the dialogues with clients and collect the most frequently asked questions. Write articles with answers to them. After that, design the “Getting Started” section: tell how to connect and set up the service.
Think about the structure of your articles
Simple structured text is easy for users to sweden mobile database Each article should be based on:
description of the topic or problem;
step by step solution;
result;
links to similar articles and related issues.
Take note of a few rules:
Most importantly, up front: If there is information the user needs to know before starting to solve the problem, put it first.
Timeline: Make sure all steps are in chronological order.
Simple steps first: If the order of steps is not important, put simple actions first. A series of small victories will give users confidence and readiness to take on more complex maneuvers.
Don't get distracted: Make sure each article is on one topic and doesn't wander off.
Write articles
The key to a good knowledge base article is simplicity. Imagine a child or your grandmother reading it.
The less text, the better
Leave complex constructions and high style to fiction. The faster the client completes the task, the better for him and for you.
Explain the terms
Not all users are familiar with the terminology of your service. A glossary at the beginning of the article or explanations in brackets will help to understand the text. How to find out what exactly people do not understand? Read the dialogues with clients. Most likely, they have asked about this more than once.
Think about the structure of your articles
Simple structured text is easy for users to sweden mobile database Each article should be based on:
description of the topic or problem;
step by step solution;
result;
links to similar articles and related issues.
Take note of a few rules:
Most importantly, up front: If there is information the user needs to know before starting to solve the problem, put it first.
Timeline: Make sure all steps are in chronological order.
Simple steps first: If the order of steps is not important, put simple actions first. A series of small victories will give users confidence and readiness to take on more complex maneuvers.
Don't get distracted: Make sure each article is on one topic and doesn't wander off.
Write articles
The key to a good knowledge base article is simplicity. Imagine a child or your grandmother reading it.
The less text, the better
Leave complex constructions and high style to fiction. The faster the client completes the task, the better for him and for you.
Explain the terms
Not all users are familiar with the terminology of your service. A glossary at the beginning of the article or explanations in brackets will help to understand the text. How to find out what exactly people do not understand? Read the dialogues with clients. Most likely, they have asked about this more than once.