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SupportWorld Live

Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Session 402: How to Build a Better Template for Knowledge Base Articles

Leslie OFlahavan  (owner, E-WRITE)

Location: Room 353-354

Date: Thursday, May 4

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass

Track : Optimizing the Support Organization, Evolving the Customer and Employee Experience

Session Type: Session

Vault Recording: TBD

Audience Level: All

You want your knowledge base to be chock full of high-quality information that your tech support analysts and your customers can use. But ensuring sure the KB is current and readable is a monumental task. To manage this task, you've created KB article templates, which should make writing articles easier. However, many templates aren't user-centric or specific enough. If your KB article template has headings like "Introduction," "Notes," or "Resources," it's not going to help you get good articles from analysts and SMEs. A generic template isn't much better than no template at all.

In this session, you will learn how to use customers' and support analysts' questions to develop a worthwhile, reusable KB article template that will produce better articles and make them easier to update. You'll learn how to gather a set of user questions and how to make room for future, as-yet-unknown questions. You'll also learn why using customer questions is a proven tool when the KB needs people to become article writers who haven't been writers in the past.