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Configure Knowledge Base

Description

A well-structured knowledge base empowers your clients to find answers and resolve issues independently, reducing the burden on your service team. This milestone involves creating and organizing a customer-facing knowledge base within HubSpot, tailored to address common questions, troubleshooting steps, and product/service documentation. By providing 24/7 access to resources, you improve client satisfaction and reduce the volume of repetitive support inquiries. This system also enables your team to focus on higher-value tasks while clients benefit from quick, self-service solutions.

Process Summary

  1. Content Audit and Planning: Collaborate to identify common questions, issues, and topics that should be included in the knowledge base.
  2. Category and Article Organization: Create a clear structure with categories and subcategories (e.g., Payroll, Tax Compliance, Onboarding) to make navigation intuitive for users.
  3. Content Creation: Write and upload knowledge base articles, including visuals or videos where applicable, ensuring they are concise, clear, and user-friendly.
  4. Customization: Customize the appearance of the knowledge base to align with your brand, including logos, colors, and other design elements.
  5. Search Optimization: Optimize articles for search functionality, making it easy for clients to find the information they need quickly.
  6. Feedback Integration: Enable article feedback options (e.g., "Was this article helpful?") to identify content gaps and prioritize updates.
  7. Testing and Launch: Test the knowledge base to ensure articles are easy to find and understand, then launch it to your clients.

Requirements

  • A list of topics, FAQs, and documentation to include in the knowledge base.
  • Input on the categorization and hierarchy of articles for intuitive navigation.
  • Brand guidelines for customizing the knowledge base design.
  • Feedback during testing to ensure usability and functionality.

Milestone in Action

Demo video coming soon.

Key Outcomes

  • A branded, user-friendly knowledge base provides 24/7 self-service support.
  • Reduced volume of repetitive inquiries allows service teams to focus on complex issues.
  • Improved client satisfaction with faster access to answers and resources.
  • Insights from article feedback help refine and expand knowledge base content over time.