Knowledge Base Contribution Process
Purpose
Build and maintain a library of solutions so the team can solve repeat issues faster, provide consistent answers, and reduce future workload. Every technician is responsible for contributing to the Knowledge Base (KB).
When to Create or Update KB Articles
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When you resolve an issue that is likely to occur again.
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When you discover a new fix, workaround, or procedure.
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When you notice an existing KB article is outdated or incomplete.
Technician Responsibilities
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At Ticket Closure:
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Ask yourself: Could another technician or client benefit from what I just did?
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If yes, create or update a KB article before closing the ticket.
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Writing the KB Article:
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Title: Clear and descriptive (e.g., “Fix: Outlook stuck on ‘Disconnected’”).
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Summary: One sentence BLUF explanation.
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Steps: Numbered, step-by-step instructions.
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Screenshots: Include where helpful.
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Resolution/Notes: Add extra context or variations if applicable.
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Link to Ticket:
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Add the KB reference number or link in the ticket’s resolution notes.
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Mark the ticket as having contributed to the KB.
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Manager Responsibilities
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Weekly Review:
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Check new KB articles for clarity, accuracy, and completeness.
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Approve and publish KB entries.
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Encourage Contributions:
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Recognize technicians who consistently create valuable KB content.
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Maintain Quality:
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Archive outdated articles.
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Merge duplicate entries.
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Standards for KB Articles
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Written in plain language – easy for any technician to follow.
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Accurate and tested – instructions must work as written.
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Consistent format – Title, Summary, Steps, Screenshots, Notes.
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Searchable – include common keywords clients or techs would use.
Outcomes
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Faster ticket resolution times.
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Less reliance on senior technicians for common issues.
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Consistent quality of service across the team.
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Continuous improvement of support documentation.