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monday.com for knowledge management

 

 

If you manage a knowledge base, you probably know that one of the biggest challenges is to keep the content constantly up to date.  At monday.com it is not an easy task with things being so fast-paced and dynamic, and new features released every week! Thankfully , monday.com uses monday.com to manage both its knowledge base. 

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What is a knowledge base?

A knowledge base is an online library of information. When used externally, a knowledge base is where customers can go to learn anything and everything they'd ever need to know about a company’s products or services.

An internal knowledge base on the other hand, is typically used to help employees access important information to address customer service issues, resolve problems, and gain insights for collaboration. 

 

Why do you need one?

Having a knowledge base nowadays is absolutely essential for any business, especially when for SaaS (Software as a Service) companies, as it allows customers to find a solution to their issues without having to wait or communicate with someone. 

It also increases employees' productivity. No more scrolling through old messages and e-mails or desperately trying to chase down an expert before they go to lunch. A knowledge base centralizes all of the knowledge and makes it accessible and searchable to everybody. 

In this guide, we’ll walk you through how you can use monday.com to best manage your knowledge base. 🌟

 

Knowledge Base Library Board

The first step in managing your knowledge base efficiently is to create a knowledge base library board. This board is a must to get an overview of all your articles. Whenever a change is made in the platform or a new feature is being released, you can easily go through the list and spot which articles will need to be updated. 

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Here are a few tips on how we've built our library board to manage the monday.com knowledge base: 

 

  • Use the groups as sections or categories

In our board, each group represents a specific section or category within our knowledge base: "the basics", "communicate", "advanced features" etc. We found that this structure is the best to organize the articles in a clear way. 

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Once you have your structure, you can start adding your articles. Each item represents an article. 

 

  • Customize your board

Next, you can customize your board and the way the information about each Knowledge Base article is displayed by using different columns.

Show me the column types used on this board 
  • The Status Column: To help you see the status of each article in a glance; whether they need to be updated, have been assigned to be updated, and have already been updated. 
  • The Last Updated Column: To keep track of who updated the Knowledge Base library last and when.
  • The Link Column: To easily link and access your articles in one click. You can add the hyperlinks of all your articles here. 

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Tip: The columns used here are just a suggestion! Try exploring our full columns center to see all of the options available.

 

Find any information with the board filter

No more endless scrolling to find an information. Board Filters allow you to narrow down on specific things on your board and search for any information quickly.

Here, for example, we want to look at all articles that need an update on both their content and screenshots: 

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You can also use the search bar to easily search for any article. This feature is a must if your knowledge base library board is as long as ours!

 

Keep track of progress with the Chart View

The Chart View is a great way to visually keep track of the overall progress of your articles, or other metrics that you are interested in seeing. Here, we have added the pie chart to see the percentage of updated articles. Nothing more satisfying than turning the pie green 😃

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Let's now move to another essential board of this workflow: the knowledge base backlog.

 

Knowledge Base Backlog board

The knowledge base backlog is an essential board to help you manage your workload. This is the place where you will track and assign all articles that need to be updated or created, and can also be used to deal with any article requests coming in from the team or larger organization.  

 

Show me how this board is structured
  • The groups are organized to display a backlog of article ideas, a group for requests/fixes for articles, and requests that have been completed
  • The items represent an article or request for the team to work on
  • The columns allow you to track and manage the needed data points for every request received. We used columns such as the People Column, the Rating Column , the Date Column , the Status Column and more!

 

Tip: With over 20 different column types, there’s really no limit to how you can customize your board to fit your team’s needs.

 

Automate your workflow!

Working hard on getting many different articles done, sticking to multiple different deadlines, and trying to produce top-notch quality pieces at the same time? We feel you! To make your life a little easier, we've added in automations, making sure you're meeting deadlines, staying on top of your work, and keeping things in order.

Some useful automations we've added to our board are the following: 

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Now that we've covered how to manage and maintain your external knowledge base, let's dive into the internal knowledge base.

 

Manage your internal knowledge base

As monday.com grows and evolves very fast, we found ourselves with an abundance of information and processes to remember and follow. This is where the internal knowledge base board comes in place. This board helps us centralize all the information, keeping everyone on the same page and increasing productivity. 

Show me how this board is structured
  • The groups help to categorize the information in our internal knowledge base. For example, we have a group for everything related to billing, for troubleshooting solutions etc.
  • The items represent the topic of the content in our internal knowledge base, whether it is a frequently asked question, or a specific how-to scenario.
  • The columns help display data relevant to each content piece. We used columns such as the People Column, the Status Column, the Files Column, and more!

 

The Updates Section is an essential part of this board. This is where we write all the information and guidelines about a specific topic. That's also the place where we communicate with our team and ask questions if necessary. 

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Just like that, you're all set and ready to get started using monday.com for managing your knowledge base!

 

 

If you have any questions, please reach out to our team by using our contact form. We're available 24/7 and happy to help!

 

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