How do you structure your knowledge base?
Veta Armonaite
2 replies
There's always a big question when you starting out or outgrowing your current knowledge base - what's the best way to structure it? By teams or by subjects? Which way will make more sense for your team?
We see that the majority tends to go by the departments they have within their company, but when they grow this starts limiting them.
What's your experience and preference?
Replies
Pradeepa Somasundaram@pradeepa_somasundaram
The structure of a knowledge base can significantly impact its usability and effectiveness. We are using Document360 2.0 for maintaining our Knowledge base
For us, our internal Knowledge base is structured based on teams, and our customer/public Knowledge base is structured based on subjects.
Internal Knowledge base based on teams
Yes, it's based on teams as we understand, it can be easily grouped based on the audience for example, some information doesn't really matter for a sales department, but it matters for the development team.
If each team within your organization deals with distinct processes, projects, or workflows, organizing by teams can ensure that information is relevant and specific to each team's needs.
Public facing Knowledge base based on subject
Organizing by subjects allows for easier access to information. Users can find information across various topics, fostering a more holistic understanding of the product and services. This helps us reduce the workload on customer support.
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