Most Effective Knowledge Base Management?

Gerald
Gerald ✭
edited 2024 01 in Luminary Chat
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Hiya friends! 👋

Last week, we had an amazing Luminaries event in San Francisco! It was fantastic to finally meet many of you face-to-face. The energy and passion in the room were contagious. We discussed everything from best practices to funny support anecdotes. Looking forward to more such gatherings!

Now I need to pick your brains!

Our knowledge base is growing rapidly, and I want to ensure it remains organized and user-friendly. Here are some questions I’d love your insights on:

  1. Categorization: How do you structure your knowledge base articles? Do you use categories, tags, or a combination of both? What works best for you?
  2. Content Maintenance: How often do you review and update existing articles? Any tips for keeping content relevant and accurate?
  3. User Feedback: How do you encourage users to provide feedback on articles? And how do you incorporate their suggestions into improvements?

Thanks in advance!

Comments

  • Francine
    Francine 💡Luminary

    Tags are our secret sauce! We use them to categorize tickets by product, issue type, and urgency. It helps us route tickets to the right teams efficiently. Plus, we’ve customized views based on tags, making it easier to prioritize work.

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