6 Major Features of Knowledge Base Documentation
Before the inception of the internet, manufacturers used to ship products with a hefty manual, and it looked like a book with hundreds of pages that includes instructions about how to use the products, and no one bothered to read them. Nowadays, we have knowledge base systems that are helpful and more innovative by nature, as it provides users a place to find answers to questions and guides related to a product all by themselves. The knowledge base is a platform that includes collections of questions, answers, and documentation regarding a particular product or services, and users can type a few words and find answers to common questions associated with a specific product. Knowledge base portal provide convenient self-help services to the users, and importantly, it helps to save a lot of resources of your business, otherwise you would have spent answering to user’s queries. Knowledge base gives your business a boost in SEO to rank well on Google, as one can rank for search terms like questions related to your product using your knowledge base articles.
Some of the features of a Knowledge Base portals are as follows:
1. Search Function:
One of the main features of an efficient knowledge base is the search box, as users need to search for articles and guides on their knowledge base to find solutions to their problems. A proper functioning of a search system is a must-have feature.
2. Simple Back End Dashboard:
When building a knowledge base, one should always put users first, and one shouldn’t disregard the importance of their own experience, as one will be handling hundreds of articles, tutorials, guides, questions, and much more using the knowledge base system. One can create all these types of content using a simple and easy-to-use back-end system that will go a long way to serve your customers better.
3. Easily Manageable Categories:
With numerous knowledge articles in one database, one could easily get lost while updating and adding new content, and a simple archive and categorization system help keep the entire knowledge base organized and makes it easy to browse.
4. File Attachments:
Sometimes when you plan to share knowledge through an article, you need to include additional downloadable content in your guides and posts like pdf files, templates, video files, etc. The knowledge base system also supports file attachments, and one can attach those additional files directly in those articles.
5. User-Friendly Feedback System:
There are ways to improve the knowledge base by getting direct feedback from the users, and a simple thumbs-up system is enough to learn if an article in the knowledge base was helpful to the user or not.
6. Analytics and Reports:
With Analytics, one can learn which knowledge base posts perform better and which creates more bounces, and it will help an organization to keep improving their self-help customer service portal and create more helpful guides.
To sum up, a knowledge base helps an individual to create happier, more engaged customers and cut down on your support requests. Thus, the knowledge base can also help one to reach more people in the first place by inspiring their SEO and converting them into customers by acting as a pre-sale resource.