vamseeachanta Using This Skill
Using This Skill
When creating and maintaining KB content:
- Write for the customer who is frustrated and searching for an answer -- be clear, direct, and helpful
- Every article should be findable through search using the words a customer would type
- Test your articles -- follow the steps yourself or have someone unfamiliar with the topic follow them
- Keep articles focused -- one problem, one solution. Split if an article is growing too long
- Maintain aggressively -- a wrong article is worse than no article
- Track what's missing -- every ticket that could have been a KB article is a content gap
- Measure impact -- articles that don't get traffic or don't reduce tickets need to be improved or retired