If you are managing 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, new features and changes are released every week! Needless to say, managing over 300 articles is a challenge. Thankfully, monday.com uses monday.com to manage both its external and internal knowledge base.
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 any 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 it comes to Software as a Service. 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.
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
In our board, each group represents a specific section: "the basics", "communicate", "advanced features" etc. We found that this structure is the best to organize the articles in a clear way.
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 by adding your columns. We use the following columns for our board:
The Status column: The status column will help you see in one glance what needs to be updated, what has been assigned to be updated and what is already updated.
The Last Updated column: This column is great to keep track of who updated an article last and when.
The Link column: Access your articles in one click with the link column. You can add the hyperlinks of all your articles.
- Find any information with the board filter
No more endless scrolling to find an information. The board filter allows 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 content and screenshots:
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!
- Use the chart view to keep track of your progress
The chart view is a great way to visually keep track of the overall progress of your articles. Here, we have added the pie chart to see the percentage of updated articles. Nothing more satisfying than turning the pie green 😃
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 assign all articles that need to be updated and created. We are also use this board to deal with the article requests coming in from the team.
Let's dive into a few helpful tips in building out this board.
- Structure your board efficiently
In this board, each group represents a category:
In the first group, we will add all the articles that need to be worked on. It can be a new article to create or an article to update. That's the place where you will assign all the work.
We will use the second group to manage the article requests or fixes. Anyone in the company can request for a new article or report an error. From there, we can prioritize and move the relevant items to the first group of things to do.
The last group is for the completed tasks. Anything that has been done is moved to that group. This is a good way to keep your other groups organised and help your team focuse on what's important.
- Customize your board with the columns
Columns allow you to track and manage every request received. With over 20 different column types, there’s really no limit to how you can customize your board to fit your team’s needs. Below are our must haves:
The people column allows you to assign each article that needs to be updated or created to a team member. This column is great to eliminate any confusions and encourage ownership, accountability and transparency.
The rating column is used to prioritize. At monday.com things change constantly and new features are being released almost every week. This column is perfect for those scenarios where you’re flooded with incoming requests, and your team needs to sort and prioritize.
The date column will help you set up deadlines for your articles. We will explain further below how to set up deadline reminders to never miss a deadline and ensure you complete all your work on time.
The status column is a must to follow the progress of your tasks. You can see in one glance if an article is stuck, in progress or completed.
- Never miss a deadline
Set up a deadline mode on your date column and never miss a deadline again! Click on the column menu (down arrow) on the 'Date' column that you want to appear as deadlines. Go ahead and Select "set as deadline".
You can see in one glance if your tasks are running on time or overdue. To receive an alert notification when a task is due, you can create date reminders through that same menu. Click here for more info!
- Take your workflow even one step further with Board Automations!
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:
1. When a status changes to done, move the article to the group "done". This automation is great to keep your board clear and neat and helps your team focuse on what's important.
2. When a new article is added in the group "articles requests/fixes" notify someone. This automation allows you to get notified as soon as a new article is requested or when something needs to be fixed.
3. When a deadline arrives and the status is not done, notify the person in charge. With this automation, never miss a deadline anymore!
Connect your boards
Streamline your workflow even more by connecting both of your boards together.
- The cross board automations
A really cool way to connect boards is to create a cross board automation. Whenever a new feature is released or a change is made on the platform, we use the knowledge base library to easily spot which article will be affected.
This is where the cross board automation comes in! Whenever we change the status of the content column to "needs an update" in the Knowledge Base Library Board, it will create a new task in the Knowledge Base Backlog.
For example, if we change the status of "what is monday.com" to "needs an update"...
...this will create an new item in our backlog board as below:
- The mirror column
Top up this awesome automation with the mirror column! The Mirror Column works together with the Link to Item column and allows you to see and edit information on other boards. This means that you can easily view data from one board in another board! Not only that, but you can edit the information in either board and the changes will be reflected in both boards.
In our Knowledge Base Library board, we will add a link to item and a mirror column. We want to link this board to our backlog board and mirror the status column from the backlog.
This means that when we update the status of an article in the backlog, this will automatically update the status of that same article in the library board. Cool isn't it? In your library board, you can also mirror the person in charge of updating the article.
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.
- Use groups to categorize your information better
Categorizing your information will help your team find information faster. For example, we have a group for everything related to billing, for troubleshooting solutions etc... It is also super helpful if you want to get more knowledge about a specific topic.
- Use the update section for sharing the knowledge and communication
The update 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 and ask questions.
Check out this amazing guide to learn more about communication.
- Find any documents with the files view
You can also search for any document super easily by using the filter files located on the upper left of your files view. Pretty awesome 😊
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 at all, feel free to reach out to us at [email protected] and we'll be happy to help you!