Building a Knowledge Base for your organization
This tutorial will cover all aspects of creating and maintaining a knowledge base for an organization.
Edition required:
All Paid Editions
Profile Permission:
- To set up and maintain KB: Manage Knowledge Base and Admin Access permission. - To create and maintain articles: View, Create, Update, Delete, Update/Delete all permission.
Learning Objective
Understand the value of a knowledge base as a self-service tool. Discover how to plan and implement a knowledge base and explore best practices for writing articles tailored for both humans and artificial intelligence. The tutorial also provides details on managing and governing the knowledge base and analyzing article performance to address content gaps.
At the end of this tutorial you will be able to:
- Identify the content type, audience, and strategy for your knowledge base
- Set up the knowledge base in Zoho Desk
- Create and add articles
- Understand maintenance and governance of KB
- Track and monitor article performance