I was unable to create new pages and it would default to an old style wiki page and not let me create modern site pages. Custom forms for document libraries only supports editing custom metadata. Editing or managing file s is not supported. Aside from this, you also have to jump through several hoops to add in the old content editor web part, which are too numerous to describe in this post but have linked to one of them.
There was also a recent change to how classic forms work with modern lists that stopped this method working all together. I currently have no solution for dependant drop-downs, but am open for suggestions that are low code or relatively easy to implement. I wrote a separate post called how to force images to update in SharePoint Online which details how to resolve this.
When I began building the KB I deployed what is now version 3 of the modern search solution. The first is getting results from the local site. It is instead picking up results from the whole SPO.
I tried using the format you mentioned but it didnt work. Like Like. Under the browse by category section, how do you display results on those pages? Are those somehow getting populated by the metadata or do you manually edit the pages and add relevant pages and new entries?
Hi, thanks for the comment! Technology that basically the site pages library embedded as a web part, with the relevant view selected. Like Liked by 1 person. Thank you so much for the info in this post! Pretty much exactly what I was looking for. Could you tell me what site template you started with? Hi Robert, thanks for the comment! I started with the news, resources, actions template and then applied a custom theme after.
Thanks, Anthony! I will give it a shot. Thank you! You are commenting using your WordPress. You are commenting using your Google account. You are commenting using your Twitter account.
You are commenting using your Facebook account. Notify me of new comments via email. Notify me of new posts via email. Video removes these barriers by showing and not telling.
Customers' want to self serve and video is an increasing method to do so. Videos within articles should average between seconds long. As I mentioned, it's best to use a combination of both. Text-based content is more likely to rank on search engines, making it more discoverable to customers searching for solutions.
Video content generally allows for more visual tutorials and step-by-step walkthroughs — although video content can rank on YouTube, which is the second-largest search engine after Google itself.
No matter which format you choose to do, make sure you add some sort of visuals to your content. Usually, simple screenshots with annotation will suffice. Here are a few more tips on making video content work for your knowledge management from Craig Stoss:. These videos will increase your customers' ability to self serve, improving customer satisfaction and reducing your caseload all while reaching a wider customer base in the medium they want to use.
Vidyard put together a great article on how you can better utilize video in your customer education if you'd like to read further. So, you know how to create a knowledge base.
Do you know what topics to include in your knowledge base? We dive into that next. You can also find bottlenecks in the user experience of your website using tools like HotJar or Usabilla, or even simply by running some user tests to see where people struggle to complete tasks.
The main priority here should actually be to improve the core user experience to remove the usability bottlenecks, but in the meantime, you should definitely still consider writing help documentation to ease the process. No user experience will ever be perfect for all people, and if some are struggling with a task, you can improve their experience by giving them self-serve documentation to figure it out. Finally, you can find insights for knowledge base articles in your Google Analytics setup.
Sample view of Google Analytics from my own site. We analyze article traffic, contact rates, and search queries from our help center, then compare it to customer support email data to uncover recurring themes and surface language patterns to create targeted content that resonates with customers.
We specifically focus on data from support emails that present self-service opportunities—common themes that can be answered in only 1 or 2 replies from our customer support team.
If a question can be answered efficiently over email, it can likely be solved by self-service content, which means we can make a measurable impact with content improvements in our help center. Developing your knowledge base is only half the battle. A remarkable knowledge base is a living document, meaning it needs to be actively managed and updated to best serve your customers.
These few best practices will allow your knowledge base to make the biggest impact on your customers and provide help and answers when they need it. Your marketing team isn't the only team that can benefit from your buyer personas. Reference your customer information when developing your knowledge base. Just as you researched trends to establish your knowledge base topics, use these trends to better understand how to write about and position your knowledge base articles.
You should put as much forethought into your knowledge base articles as you do your blog posts and sales copy. Craft the tone and style in a way that speaks to your audience, keeps them interested, and answers their questions.
If they can't understand the answers you're providing, they'll get in touch with your customer service team — which defeats the purpose of proactively providing a knowledge base in the first place.
Your knowledge base is yet another reflection of your branding. Failing to keep your knowledge base consistent with your brand voice, colors, and design provides a disjointed experience for customers seeking to learn more about your products or services. Try this: Create a style guide for your knowledge base. Keep it consistent with your overall company branding, and include formatting and writing guidelines specific to your knowledge base articles. This helps keep your knowledge base uniform and professional, no matter who's writing articles or updating content.
Your website isn't the only digital space that should follow accessibility standards — your knowledge base should, too. Add alt text for all screenshots, images, and videos included in articles. Check for any contrasting colors that may be tough to see against certain backgrounds or buttons. Also, use large, clear fonts for headers and bullet points to break up lists. Add hyperlinked tables of contents to help readers navigate long articles.
Lastly, confirm your knowledge base is mobile-friendly before launch. If your products, services, branding, or company changes in any way, so should your knowledge base. If you neglect your knowledge base content, over time, it'll be useless — and customers will notice. Just as you train your customer support staff on product or service updates, so should you actively update your knowledge base articles. The same goes for creating new articles for new features or entirely new products.
Here's a tip: Only explain major concepts or features once, and simply hyperlink to that article when developing new ones that reference that concept. This helps you avoid having to update content in multiple places. A great knowledge base isn't only accessed when needed; it's also used to support marketing content, explain sales presentations, and convert leads.
While it's primary purpose is to answer questions and provide support to curious customers, it can hold value elsewhere. For example, if you're writing a blog post and reference your relevant feature of your software tool, consider linking to a knowledge base article explaining this feature versus the product page. Not only does it provide a more in-depth explanation of the feature, but it also showcases your product in action for those readers who may not yet be customers.
There are a few ways to measure how well your knowledge base is working. First, include basic, one-question feedback surveys at the end of each article.
These surveys don't have to be complicated — you could simply ask "Was this article helpful? Secondly, provide an email address or phone number for customers to provide further feedback or ask additional questions.
You'll only know if your knowledge base is working if you ask the people who you're creating it for — your customers. When you scroll further, you see the crazy breadth of topics they cover here. Good mix of images, video, and text as well.
You can also see that they frequently link out to other helpful sources within the body content as well as on the sidebar. This helps users find solutions to related issues. Through experimentation, we questioned common assumptions about how knowledge programs should work and explored search-first vs. What we have today is a knowledge base that not only helps customers answer support questions easily, but also serves as a competitive differentiator in the market.
When you have a question about Optimizely or optimization, even if you're coming in through organic search, the knowledge base is often the first stop. This builds our customers' and prospects' trust, and shows that we're experts in the field of experimentation. I like the visually prominent search bar and the clear topic categories.
In addition, you can see a visually prominent sidebar module to sign up to get faster service, as well as a less prominent module to contact them for support as a last resort, presumably. When searching, it also helps to have a good autocomplete system to suggest possible questions your user may have. SurveyMonkey has this feature and I can only assume the suggestions are ordered by popularity or some sort of context or they should be, at least.
Finally, when you do click into a knowledge base article, the design is still great, and you get the information you need. More notably, look at the highlighted topic category and navigation breadcrumbs — you know exactly where you are on the site.
Within the article, SurveyMonkey also links to product features like survey templates. Use simple and concise language, so clients will understand exactly what to find when they click the link. And linking away from your portal will be equally as valuable, say, if your clients need to access external tools or websites quickly and with ease. By adding tags to your content, clients will also be able to type their query into the universal search bar to get their answers so long as you carefully crafted your titles to use simple and concise language — see point 1.
You can make it just as easy for yourself when creating the content, as it is for your clients to access it. Copy and pasting templates will improve the speed at which you are able to make information available to clients.
For instance, you can effectively break down larger categories, such as common questions or how-to guides, by duplicating an existing page or setting it as a template and simply editing the content within your copied pages. Finally, to maximise the potential of your repository, content should always be kept up to date. A well-maintained knowledge repository allows important content to be made available online and from within a secure and central location.
And so when clients are able to utilize a repository in order to retrieve information themselves, without being left on hold or having to send follow-up emails, their sense of satisfaction will increase their loyalty to your business; proving to be a win-win situation for all. Clinked can help you keep your information in one place, with customized and secure portals. Clients can access their documents, discussions, events, a repository of information and more — all from a centralized environment.
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