Lesson 6: Getting Your Knowledge Base Started

Kyrie Melnyck Updated by Kyrie Melnyck

Ok so we've chosen our Knowledge Base software and we're ready to go! Now what?

Let's go over a few steps on how you can start creating the Knowledge Base of your dreams 😍


  • Start with frequently asked questions. These could already be found on your website as FAQs or your customer support team should have a pretty good idea of what your customers are looking for.
  • Layout your Knowledge Base. This can change as you grow but start with a few basic categories and organize which docs are relevant for each one.
  • Start creating content! 🎉It's best to come up with a format, style guide or template to help make content creation more efficient within your team.



There are many reasons why you might want to create a Knowledge Base an engaging Knowledge Base can be one of the most effective ways to improve customer experience and in turn, save you time and money on hiring support team members and fielding repetitive questions. But before you dive right into creating a Knowledge Base, you might want to take time to think about how it's set up and how you're going to grow and what information you want to share with your customers.


Once you've asked yourself a few of these questions, you can start setting up a knowledge base by gathering content. You can get this content in places like your website. It might have an FAQs section already, which is a great place to start. You can talk to your customer support teams and see what kind of questions come in and what they're fielding most often.


And you can also look at your processes and your steps to using your product or your service and if there's a lot of steps for certain things, then you can start creating documentation to help your customers navigate those steps easier. So once you've had that set up and you've got an idea of what kind of content you want to put in your Knowledge Base, you're going to want to map out your categories and how you set that up so that it's easy to navigate.


So a few example categories that come up quite often are FAQs, a getting started section, or a billing section. Those are all great places to start and great places to start adding articles and content to.


So you've got your articles, you got some ideas of questions that your customers ask, and now you want to build your Knowledge Base. You set up your categories or subcategories, plan it out, and then you just dive right in and you start creating that content and getting your Knowledge Base set up so that your customers can help themselves, and so that your support team has this vast access to knowledge that is very useful in fielding a lot of questions that your customers will have in the future.


Thank you for hanging out with me and for completing this Knowledge Base Basics mini course. I hope you learned a lot and that you're ready to dive in and get your Knowledge Base started.

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Lesson 5: Creating a Great Customer Experience