Knowledgebase

Designing Good Knowledge base Documents

This is a follow-on from my earlier Knowledge base Structure post, where I defined something called enterprise content, looked at describing your consumers, creating Catalogs, and creating some example documents that will ‘set the style’ for the content you are going to create.

This post is all about the enterprise content documents themselves – what I think works best, and some pitfalls to avoid.

Short Documents are Best

Designing your Knowledge base Structure

In this post, I’m going to continue talking about Knowledge base content – I started this thread here, and added a diversion thread here.

I’m going to write about content you write or create yourself, which is about many of the specific things you have to do, and some of the issues that arise when trying to create content of this kind. I’ll refer to this as enterprise content – as it’s (usually) unique to a given company or organisation.

Getting Started

Knowledgebase - Content is King

My post today is all about Knowledge base content, and how you can make a start creating your own.

First of all, I’ll offer a definition in my own words. What is a Knowledge base?

It’s a special kind of database for storing a workgroup's or organisation’s knowledge and expertise. Typically a Knowledge base contains articles that relate to fault fixing, how-to documents, user guides, white papers and so on. There is also usually a retrieval system (often a search engine) and way of classifying and grading content.

Using the Serio Knowledgebase

Are you getting the most out of your Serio Knowledgebase? The Serio Knowledgebase is an excellent resource for assisting your Helpdesk/Service Desk in resolving Incidents. Here are a few tips to help you use it more effectively.

Finding Incidents with the Knowledgebase

The Knowledgebase is a great tool for locating Incidents when you remember what they are about, or roughly when they occurred, but can't seem to find them when searching under the appropriate problem area category or customer.

To find Incidents with the Knowledgebase,

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