Customers often ask us how they should organize their knowledge base content. That can depend a lot on the nature of the business and the needs of the customers. The secret is in the planning.
If you’re starting from scratch or thinking about reorganizing your knowledge base, it’s important to consider who your readers will be and what their behavior is likely to be. Will they search or will they browse? We’ve got four steps to a streamlined knowledge base and lots of customer examples to set you on the right path.
Head to the forums to learn more
Aprill Allen, a.k.a. The Knowledge Bird, is passionate about knowledge management and IT service management. Shes a consultant to Zendesk and a frequent contributor to our blog, forums, and other content.