Knowledge Base Development
Building a self-service knowledge base — information architecture, article templates, search and maintenance.
- Knowledge base
- Self-service
- IA
Planned: A planned subject in the curriculum roadmap. The outline below is a proposed structure, not a finished course.
Learning outcomes
By the end, learners will be able to:
- 01
Design knowledge base information architecture
- 02
Write consistent troubleshooting and how-to articles
- 03
Optimise articles for search
- 04
Maintain content with metrics and reviews
Proposed module outline
A proposed structure — refined during curriculum development.
Self-service goals and metrics.
Categories, tags and navigation.
How-to, troubleshooting and FAQ formats.
Search terms, titles and linking.
Reviews, feedback and retirement.
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