KBA Challenge

Creating a KBA

• Keep your customers in mind when writing your KBAs.

• Think about the calls, questions and non-break/fix issues you receive most frequently. These are prime topics for KBA articles. KBAs don’t need to be long and super-detailed, but they must provide complete instructions to help our customers resolve the issues on their own.

• Avoid technical jargon and instead use explanations and information that are easy to understand and follow. You can create your KBA in Microsoft Word, then copy and paste it into Knowledge Base.

• Include links to tip sheets that have already been created. If you need a place to store these tip sheets or other materials to link to, use our Knowledge Management Learning Hub. Team folders have been created for you, so be sure to save your tip sheets under your team’s folder