Perhaps it is worth speeding up the process with ready-made training materials

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Knowledge base for "IT Department Management 8" - for each new function we write a user article-instruction for use, where we describe "what it is", "what it is for" and "how it can be used". This is an example of an external knowledge base of the company, which is provided for access "from the outside" in order to reduce the amount of work of support staff and speed up the implementation of the product by users themselves. How to create a knowledge base If the information up to this point was useful - great, then it means I didn't write all this theory for 9000 characters in vain! We will try to briefly summarize the practical steps for creating a knowledge base.



Admit the need Yes, this means bosnia and herzegovina phone number list going through the same 5 stages of accepting the inevitable: denial, anger, bargaining, depression, acceptance. Admit that in order to save employees' time, it was high time to create a repository with ready-made answers, or provide users with a zero help line - where clients could independently solve typical questions and problems. The same is true for accepting new employees - ask yourself how much time is spent on accepting new employees.? "The database has no path, only a goal " Writing for the sake of writing is a pointless exercise, so after accepting the fact of necessity, first answer the question: "Who is the potential audience for the knowledge base - who needs it?" Based on the answer, an idea of ​​what to fill the online library with and for what purposes will be formed.



For example, with a constant flow of newcomers to the company, start creating materials for easy onboarding. The support team is overwhelmed with requests for functionality - create a separate page on the site where you will post answers for clients. Select a tool If you already use a service or program, then proceed to the next point. Let's list the minimum criteria that you should focus on when choosing a platform for maintaining a knowledge base. By the way, the built-in knowledge base in "IT Department Management 8" meets these criteria: Comfort - immediately discard "airplane control panels" with multiple buttons and a confusing interface organization. If employees do not want to fill the knowledge base or clients do not want to look for an answer on their own - the reason may be an intuitively incomprehensible, overloaded interface with which there is no desire to work and finding information in it is extremely inconvenient.