Use case: Creating knowledge base articles
Learn strategies for creating effective knowledge base articles that will improve user experiences and help teams save time.
Use case: Creating knowledge base articles
Learn strategies for creating effective knowledge base articles that will improve user experiences and help teams save time.
This article describes the use case "Creating knowledge base articles".
Use case: Creating knowledge base articles
Use case description
- Once the Knowledge Contributor (KC) has identified a need for a Knowledge Base (KB) article the creation process starts. The need for a new KB article can come either from:
- An existing ticket resolution, which demonstrates a common issue with users or it just provides a valuable learning opportunity.
- Proactively identifying a gap or an area in the existing knowledge base that requires more information or clarification.
If required, KC may conduct more thorough research to gather accurate, relevant, and up-to-date information regarding the article.
With the gathered information, the KC should outline the structure of the article, ensuring it addresses the key points and follows a logical flow. They then create a draft of the article, with clear headings, sections, and bullet points to make it easy for the end users to understand and navigate the article while making finding relevant information easier. If they provide substantial extra value, images, diagrams and links to videos can be incorporated into the article.
After the initial draft has been created, it should be submitted for review before publishing to the Knowledge Base.
Example scenario
Consider a scenario where:
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There's an agent who identifies that users often asks about how they should act when they have lost their credentials; either the password or even the username and password.
- The agent has noticed that these kind of requests arrive quite often.
- The agent has checked the company's guidelines / policies for creating kb-articles.
- The agent decides to write an kb-article for making it easier to instruct users in the future.
Use case diagram
Workflow
Creating a knowledge base article proactively
- The knowledge contributor checks whether there is an existing article on the topic. Based on this, the agent should create a new draft article or update an existing knowledge base article.
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The knowledge contributor creates a draft of the knowledge base article and fills in the necessary information to the data card, including attachments.
- If the knowledge contributor decides to publish the article without review, the knowledge contributor should set the knowledge base article status to Published.
- The article is now automatically passed for review to the knowledge manager based on the service. Each service should have a reviewer.
Creating a knowledge base article based on a ticket's resolution
- The knowledge contributor, which might be a Service Desk Agent, checks whether there is an existing article on the topic. Based on this, the agent should create a new draft article or update an existing knowledge base article.
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The knowledge contributor creates a draft of the knowledge base article from the incident data card, and fills in the necessary information to the datacard, including attachments.
- If the knowledge contributor decides to publish the article without review, the knowledge contributor should set the knowledge base article status to Published.
- The article is now automatically passed for review to the knowledge manager based on the service. Each service should have a reviewer.
Results
- A new knowledge base draft has been passed for review to the knowledge manager.
- Alternatively, a knowledge base article has been published.
Benefits
- The quality of the knowledge base articles is enhanced by the review phase
- Knowledge base articles allow faster resolution times
Knowledge base articles reduce the workload of Service Desk Agents
Knowledge base articles help Service Desk Agents to provide standardized service with a higher quality.
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