The knowledge base can reduce repeated explanations when solved problems reoccur. But copying the entire customer service conversation directly, often mixed with personal information and details that only apply once.

First clarify the problem and conditions

Refine the applicable conditions, operating steps, expected results and upgrade processing conditions, remove customer identity information; arrange for business personnel to review, record the version and maintenance person in charge.

Put the rules into the actual process

For example, if a certain setting causes the export to fail, you can write down the identification method and recovery steps; operations involving account permissions should indicate which role is performed to avoid misoperation by ordinary users.

Check with specific scenarios

Ask colleagues who have not dealt with the problem to reproduce it according to the article to check whether there is a lack of prerequisites; after the knowledge base is updated, old work orders should be associated, and expired content should be prompted instead of continuing to be recommended by default.

Check the processing results item by item

  • Knowledge items must have an applicable scope, including product modules, pre-settings and when they should not be used.
  • The troubleshooting steps are arranged from low to high risk. If data deletion or permission adjustment is involved, it will be handled by authorized personnel.
  • It is appropriate to use desensitized examples when accompanying images with articles. Key button names and interfaces need to be maintained after changes.
  • When customer service responds by citing the knowledge base, they can add the verified conditions of this work order, and cannot mechanically post common steps to all customers.
  • Check the work orders or robot answers that are still being referenced before revising the article to prevent old articles from being automatically recommended.
  • If you can’t find the answer, you can also form a to-be-written list.
  • When maintaining, focus on whether readers can complete the operation and when to switch to manual operation, rather than just increasing the number of articles.

How to review before and after going online

Entries are opened repeatedly but the problem is rarely solved. You can ask customer service to record the missing conditions. Reading volume is just a usage signal and does not mean that the article is effective. To modify the content, you have to go back to the question itself and whether the reader can follow the steps.