If a user has a problem, can they find the solution? Does the software integrate well with other tools we’re using? You might want to check out software review sites like G2 Crowd, Capterra or Software Advice. Finally, you get to a point where you can get product specific content. A study by Forrester confirmed that customers prefer knowledge bases over all other self-service channels. When searching, it also helps to have a good autocomplete system to suggest possible questions your user may have. Here's an example lesson from their academy: Any given product-based help article is high quality, and it includes a variety of teaching styles — step-by-step text, images, video. So whether you use HubSpot or another system to manage your website content, it’s quite likely you could also use this to set up your customer education content. Some questions that may help you choose could be: In short, it’s like any other decision where you must weigh the pros and cons and find what works best for you. Then, move on to the fun part. Sounds like you are looking for a Knowledge base. If the problem has supporting documents then documents are added to tblDocument. Discoverability is incredibly important when it comes to knowledge bases. Customer service departments exist to improve the customer experience. You should confirm all information before relying on it. Finally, when you do click into a knowledge base article, the design is still great, and you get the information you need. They're comprehensive and it's hard to imagine walking away without finding your answer. If you forget one, you still have an opportunity to add more data sources later.) 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. Ecommerce companies need to worry about customer success and retention, too. More notably, look at the highlighted topic category and navigation breadcrumbs —. This breaks down further into different knowledge base sections, such as support community, their outstanding blog, and a video-based academy. Developing your knowledge base is only half the battle. Let's talk about some best practices for building a knowledge base and creating the content. Therefore, Access users will need to look at alternative systems to run their desktop databases, such as LibreOffice Base, Zoho Creator, or Bubble. Microsoft Access helps you analyze large amounts of information, and manage related data more efficiently than Microsoft Excel or other spreadsheet applications. HubSpot is releasing knowledge base software in 2018. On the same note, how do you know you’re creating the right content and actually answering everything your customers care about? Difficult steps can be shown in place of complicated diagrams, or large lists of written steps. Video allows you to bridge language barriers, knowledge/skill level barriers, as well as some accessibility barriers. There are a few ways to measure how well your knowledge base is working. With this, you simply need to install the plugin, add categories, add articles, and choose a page where your knowledge base will be accessible. And when it comes to reactive customer service, it’s time-consuming (because you have to have well-trained support staff operating these systems and interacting with customers to ensure a good experience) and can get repetitive. Through experimentation, we questioned common assumptions about how knowledge programs should work and explored search-first vs. browse-first behaviors; article lengths; recommendation algorithms; and more. Users can search by Category, or a word opr phrase in the Problem field, or just Browse the listings. We dive into that next. Creating & Managing a Knowledge Base: The Ultimate Guide 1. Under New Project, click … 2. This article shows you when to use Access, and how it can help make you more effective. It is used as a starting point for building and customizing databases, including tables, forms, macros, relationships, reports, etc. Now that we’ve covered some knowledge base best best practices and how to write great knowledge base articles, let’s look at some example of companies that do it really well. Lastly, confirm your knowledge base is mobile-friendly before launch. Here in this image, you notice that three elements are prominent: left-hand navigation, search functionality, and popular articles/common questions. Your knowledge base is yet another reflection of your branding. Instant Knowledge Base is a new, powerful help-desk database program that allows you to enter, and maintain, your own custom knowledge base articles and to-do lists. More notably, look at the highlighted topic category and navigation breadcrumbs — you know exactly where you are on the site. 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.". Open MS Access. Add all the tables and queries you need as data sources. Don’t forget user experience and readability (as mentioned above). Microsoft is here to help you with products including Office, Windows, Surface, and more. CentriQS » Database Solutions » Using Microsoft Access Template for Creating Database Microsoft Access template offers a complete end-to-end database management application. Create and maintain a comprehensive database of your school's students and their guardians, using this robust Access template. Death Wish Coffee does this well: As companies have increasingly started valuing the idea of creating a knowledge base, it’s been easier and easier to build one — at least from a technological standpoint. This is different than most knowledge bases, in that it's not explicitly product focused. 2. According to HubSpot Research, 62% of customers want to communicate with companies via email for customer service, 48% want to use the phone, 42% prefer live chat, and 36% like "Contact Us" forms. Within the article, SurveyMonkey also links to product features like survey templates. It’s generally a really good example of how to build a knowledge base. When you scroll further, you see the crazy breadth of topics they cover here. Creating a New Database: Click the File tab and Select “New”. For that, let’s go over some excellent knowledge base examples. This is just the tip of the iceberg (and it’s a great way to get people started without overwhelming them). If your products, services, branding, or company changes in any way, so should your knowledge base. To create an article from a template, select + New From Template. Many different organizations use knowledge bases but they all use them for the same reason: they are useful. For the sake of this article, we’ll focus on customer-facing knowledge bases. The only thing I can think that they could add is some sort of feedback mechanism to see whether or not an individual article is actually helpful (or how it may be improved). While there is a debate around which is more effective — text or video-based support content — it’s generally best to combine both. Because of the large variety of customer education features, we 1) put a lot of emphasis on our navigation structure and 2) include a prominent search bar feature. Access displays the Microsoft Office Backstage view. When you click into an individual article, like the following tutorial on personalization targeting, you’ll be pleasantly surprised at the depth and descriptiveness of the content. Of course, if you’re in search of scalability and flexibility, you may have to use a specific knowledge base solution. The addition here is simply to link to as many helpful resources as possible and to prioritize readability and understandability over complexity and nuance. In this step, we will manually enter data into the tables. It shows you how your user experience may or may not be intuitive and how it could be improved. The Microsoft Knowledge Base has more than 150,000 articles. Compatible with Access 2000 to 2007, this product adds dynamic barcode capability without any external dependencies. Enter a name and description for the new knowledge base. Reference your customer information when developing your knowledge base. What does it cost? Videos within articles should average between 60-90 seconds long.". All you need to do is check out your internal site search analytics (make sure it’s enabled). Add a join. This shift can be a huge organizational win.There are many ways to build an effective knowledge base, but it all boils down to answering important and frequent issues that come up with customers. Craft the tone and style in a way that speaks to your audience, keeps them interested, and answers their questions. Their product has many distinct features, so their knowledge base is organized by each function: They also maintain a strong searchability factor on their knowledge base homepage, with a prominent search bar. For information about doing so, see Run the Data Quality Client Application. This allows a new database to be created. That way, a user can search for and find this article, or you can simply send them the article via your regular ticketing system to save time. The database is what will contain all … Also, use large, clear fonts for headers and bullet points to break up lists. Finally, they give you the chance to rate the quality of the article on a binary scale. Text also assumes your user reads and understands at the level of the author, which can lead to confusion and frustration. Knowledge base is a very important resource for any user whether s/he is a novice or an expert. How can I help more customers in less time with the same quality of service?”. When you’re buried in support tickets and live chats, and you find yourself answering the same questions over and over again, it can feel incredibly frustrating. Very simply, Microsoft Access is an information management tool that helps you store information for reference, reporting, and analysis. 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. Reference... 2. 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. Change Default Access Level from No to Yes if it should be the default. Before you launch Access, design your database on paper. 2.Click settings gears> Add an app. The real power in Instant Knowledge Base is that all the information you enter in a custom KB article is FULLY SEARCHABLE! What about video content? Remember your Azure Active Directory ID, Subscription, QnA resource name you selected when you … Browse more Microsoft Access / VBA Questions on Bytes 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. A great knowledge base isn't only accessed when needed; it's also used to support marketing content, explain sales presentations, and convert leads. On the Create page, skip Step 1 if you already have your QnA Maker resource. Find articles, videos, training, tutorials, and more. Get notified when it's ready for action. For example, if you work at a photo-sharing startup, you might get the same question about how to upload a photo dozens of times per day. In absence of a feedback related action, it’s really hard to optimize a knowledge base for usefulness. A knowledge base is a library of information about your product or service. Key focus areas here should be in sifting the most popular articles to the home page and making them prominent, as well as improving search functions so users can find their specific problems. It’s really easy to walk away from these articles knowing what actions you need to take to get things to work in the product. First, if you can rig up your CMS software to serve the purpose of a knowledge base, that may work alright for you. A knowledge base can be something as simple as creating … Start with tags/keywords. You can also see that they frequently link out to other helpful sources within the body content as well as on the sidebar. Try this: Create a style guide for your knowledge base. When it comes to a knowledge base design template, SurveyMonkey has one of the best examples I’ve seen. They even refer to their knowledge base as a "learning center," which shows you how they're framing their efforts. Here are a few more tips on making video content work for your knowledge management from Craig Stoss: "They should be consistent in their tone, not display private information, and always end with a call to action that guides the viewer on what to do should the video not be helpful. In the ribbon, select Save. Technically speaking, a knowledge base could also fall under a few broader use cases. Scaling out your customer success initiatives allows you to be more proactive in creating happy and successful customers — and it saves customer service reps valuable time. Microsoft Access Knowledge Base Template Free Downloads - 2000 Shareware periodically updates software information and pricing of Microsoft Access Knowledge Base Template from the publisher, so some information may be slightly out-of-date. Do you know what topics to include in your knowledge base? This helps users find solutions to related issues. Add hyperlinked tables of contents to help readers navigate long articles. Assign content access levels to knowledge articles. More than anything, however, consumers want to find answers on their own. You can also check out their other support options like tickets, social media, and their community. Add most frequently-asked questions in your support ticket auto-responder or. The InfoRapid KnowledgeBase Builder is also a famous flowcharting tool. Your website isn't the only digital space that should follow accessibility standards — your knowledge base should, too. Now that we’ve covered how to choose your knowledge base topics, let's talk about how to manage your knowledge base. I like the visually prominent search bar and the clear topic categories. In the Data Quality Client home screen, click New knowledge base. First, the customer has to actually be able to find answers to their questions. Let’s move onto best practices for building a self-serve customer education center. If you’re struggling to keep up with reactive customer service, or if you simply want to invest in building and scaling a greater customer experience, it’s time to look into building a knowledge base. Understand your goals and the tone you want to set with your knowledge base. It’s clean, beautiful, simple, and intuitive. How do you know what topics to choose for your knowledge base? Choose your knowledge base content. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '3be417c4-41ce-49be-8235-a080256c9424', {}); First, if you can rig up your CMS software to serve the purpose of a knowledge base, that may work alright for you. Text-based content is more likely to rank on search engines, making it more discoverable to customers searching for solutions. Video removes these barriers by showing and not telling.Research has shown that searches related to “how-to” on YouTube are growing 70% year over year. Here’s the basic process of building a knowledge base: Decide on the core elements of your knowledge base. Create content access levels. The next knowledge base example we have here does a great job of capturing and utilizing feedback. It really helps visual learners understand what you’re talking about. This means that once you install the barcode object inside your report, it will stay in your report. In short, it’s like any other decision where you must weigh the pros and cons and find what works best for you. Further instructions for building a knowledge base on WordPress can be found here. A knowledge base provides your customers with access to important information 247, eases the workload of your customer support teams, and allows your customers to self-service. Or simply get on a call with companies you’re interested in to see if they can offer the features and support you’re looking for. Your knowledge base is yet another reflection of your branding. The truth is, building a knowledge base doesn’t ensure it will actually be successful (or even useful for that matter). Create a new knowledge base from scratch, from an existing knowledge base, or from a .dqs data file. If you neglect your knowledge base content, over time, it'll be useless — and customers will notice. Using the chapter links above, feel free to treat this guide like a choose-your-own adventure story and jump to specific sections to read what’s applicable to you — or peruse the whole thing. According to Lauren Pacifico, a technical writer at HubSpot who works on the knowledge base ... “Self-service resources are a critical part of reducing customer friction and deflecting cases from your customer support team. Writing knowledge base articles is not unlike writing educational blog content. Your marketing team isn't the only team that can benefit from your buyer personas. You should put as much forethought into your knowledge base articles as you do your blog posts and sales copy. On the Select Knowledge Article Template dialog box, select the template to use as a base on which you author the article and select OK. We focus a lot on customer education here at HubSpot. As such, it can help you reduce costs, improve customer satisfaction, and boost the ROI of your customer success organization.In addition, it can help you to focus more on proactive efforts such as customer education and empowerment instead of simply reacting to support tickets. I've never seen one, but it truly wouldn't be very hard to put together: In its simplest form, it could be a single table. and have customers click a thumbs-up or thumbs-down based on whether they found their answers. Free and premium plans, Content management system software. By describing visually, and verbally the actions you wish your users to take, you enable a wider set of your users to be successful. Agree on the structure of … Create a Knowledge Base. Press F1 or locate and … Our next example comes from a user experience and conversion optimization powerhouse, Decibel Insight. In both cases, you want to attract readers with a strong and clear headline, give lucid and helpful instructions, and allow them to walk away with new information or ideas. So whether you use, If you’re using WordPress, it’s easy enough to find free knowledge base solutions as plugins - one of the most popular options is the. It’s hard to measure the effectiveness of a knowledge base. No matter which format you choose to do, make sure you add some sort of visuals to your content. Open an existing database or create a new database. Whether you’re using Microsoft Access or any … Let’s start with the design and structure — essentially, the knowledge base article format. To do this, begin by considering what you want your database to do. In this case the club president wants to be able to find quick answers to questions such as \"Who hasn't paid their fees?\", \"Who are the A grade players?\" and \"Who is due for their 10 year pin this year?\".The president already knows the information he needs to store in the database because it's been recorded using a card system for some time. This is likely because the vast majority of customers want an immediate response to their customer service question — 90%, in fact. Select Create > Query Design. Enter data into tables. If you’re using WordPress, it’s easy enough to find free knowledge base solutions as plugins - one of the most popular options is the WP Knowledge Base plugin. This helps them measure effectiveness and optimize knowledge base articles as needed. Tools For Monitoring Access And Other Databases. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, 'd1f2da4f-4677-4c44-a84b-e05ad5642649', {}); Optimizely’s knowledge base is huge, and it contains a community forum, a traditional knowledge base, an educational academy, certification programs, developer documentation, and a link to regular support. 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. This example from Evernote displays that clearly. This repetition is valuable, of course. 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. Be clear, specific, and descriptive. Moz is a stellar example of using knowledge base content not simply for reactive customer support, but for proactive customer education as well. Here are the steps to follow ( if you are connected with internet ) : 1. But you could also set up an IT knowledge base or an internal company knowledge base to help your employers learn how your organization operates, discover benefits and HR information, or get answers to common IT and technical questions. To start lean, let’s cover knowledge base software. This maximizes for both dinstinct learning style and the SEO benefits of thorough how-to text: InVision, a product design and prototyping software, also includes a multi-faceted knowledge base — it includes news & release information as well as standard help articles, a contact support option, and a search feature to tie everything together. When preparing/publishing your knowledge base articles you might want … But sometimes one might face difficult to locate it. eel free to treat this guide like a choose-your-own adventure story and jump to specific sections to read what’s applicable to you — or peruse the whole thing. Everything is clear, intuitive, and lacks clutter and complexity: Looking at the actual knowledge base articles, you'll see Decibel Insight often uses a combination of thorough text instructions and visual video-based education. Text translations can be expensive, and can lose specific meaning in translation (especially with proprietary terms or deeply technical or industry specific terms). You might want to check out software review sites like, Knowledge Base Management & Best Practices, great article on how you can better utilize video in your customer education, It can be stressful to get lost on a website. Just go to Behavior > Site Search > Overview to see the common terms people are searching for. This guide will serve as a comprehensive resource for creating and managing a knowledge base. You can even export your knowledge base as a formatted html document. I’ve spent a ton of time on the knowledge base for Microsoft Excel (as I’m sure many other people have). A remarkable knowledge base is a living document, meaning it needs to be actively managed and updated to best serve your customers. 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.". It’s hard to write clear yet robust instructions, but it is possible. 4. Outline Your Technology Plan. Firstly, let’s imagine that knowledge you want to share with end users are in Category A, Category B and Category C. All pages related to different category should under the proper category, right? Just in case you can't find your answer by searching or by scanning, you can raise a support ticket or contact the company at the top right hand of the page. Further instructions for building a knowledge base on WordPress can be found here. ), Sample view of Google Analytics from my own site. While there are many out on the market, you simply have to choose base on the business criteria you’ve chosen. 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. Keep your knowledge base on brand.. You can follow the question or vote as helpful, but you cannot reply to this thread. It's about SEO more generally and how to excel at the dark art. Fill in the Name and Description. Returning to our photo sharing app example, why not simply create an article to explain the process of uploading a photo? In the ribbon, select New. It’s a constant struggle to deliver amazing customer service. Here's how Lizzie Burns, Content Strategy Manager at SurveyMonkey's Help Center, finds trends for knowledge base content creation: "Listening to customers is core to who we are as a company. When you hit this wall, you may think, “How can I scale our customer support? All of this is reactive. 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. As I mentioned, it's best to use a combination of both. It’s simple: Look for trends. If it detects or deduces them, Access may show relationships for the data sources. Check for any contrasting colors that may be tough to see against certain backgrounds or buttons. 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.". In less time with the same basic questions over and over again it’s... You hit this wall, you see the crazy breadth of topics they cover.. S/He is a living document, meaning it needs to be beneficial they do can... 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