Building a Knowledge Base — The Structure and Categorization of Your Self-Help Articles
This is the fourth in a five-part series on Service Portals in educational settings. The fifth post will be published Wednesday, May 4, 2022. Read the previous posts:
Post 2: Building a Self-Service Portal
A comprehensive knowledge base can help keep ticket volumes under control by providing the information end users need to resolve certain issues on their own and promoting a culture of self-resolution. The articles in a knowledge base are typically categorized by service category for easy end-user access.
Most educational institutions list the following categories as a part of its knowledge base:
These knowledge base categories are typically closely aligned with their service categories.
Every knowledge base section in the self-service portal should include the following:
Also, every knowledge article should allow users to rate articles in order to record the relevancy of the solution to the category or purpose. These data inputs can provide valuable insights for the service desk teams, including:
A best-in-class knowledge base can also assist with student onboarding and offboarding primarily through its knowledge base.