Knowledge Base Use Cases

We currently use Notion as our companies knowledge hub (it encompasses everything in the company, all our tutorials, processes, company staff, policies, resources, etc.). We are slowly migrating over to an internal knowledgebase in Front in an effort to keep things in one place (and to save money)!

I have started storing company procedures, reference sheets, and even used custom fields in “Accounts” in order to hyperlink in-depth procedures at a click for our specialized accounts.   This is serving as a great intranet resource!

We have the same scenario as @futureproof. We try to migrate post by post but it takes time because : 

• We have a lot of color in our titles and content
• Not all Markdown is copied (we struggle with tables for exemples)

One thing important for us is the way to create quick relation between pages so for some use cases we will still using Notion until new improvements in Front KB 

But overall we created really quick and most common questions are easy to find on the plugin pane for our end users. 

We’re also interested in using Front’s Knowledge Base “across our organization internally, and where it might also be useful externally.”  Unfortunately, until a knowledge base can be published securely for Intranet-only users, it’s not going to work for us.  We really need to be able to provide secure internal knowledge base access, to users who may not be using Front.   

Hi,

Our team at Front utilizes the knowledgebase to standardize processes, streamline troubleshooting, and identify automation opportunities. It also plays a crucial role in referencing past case resolutions, enabling us to resolve issues more efficiently and foster a collaborative environment for continuous improvement.

Hello, 

Our team has started utilizing the knowledge base to help external users have a single link where they can access our training materials to self-help through any issues or additional training. 

Our next step is doing the same for our internal team to organize our Support Team workflows and new employee trainings for our users to reference various common customer issues and workflows they need to solve these issues!

We plan on using one knowledge base for internal support documentation and another for external support documentation--so our colleagues can use the former and customers use the latter.

My company currently uses ServiceNow for our IT Knowledgebase. We will be evaluating Front’s Knowledgebase and hopefully our managers and supervisors will be able to add some useful articles for our end users in their day to day operations outside the scope of IT.

A knowledge base is an excellent resource for new team members. It can help them get up to speed faster by providing them with all the necessary information and processes in one place.

We’ve found the knowledgebase to be super versatile. Internally, we use it not just for product tips, but also for documenting workflows, onboarding guides, and responses to uncommon edge cases so the whole team stays aligned.

Externally, it's been helpful for building out self-serve resources like FAQs, troubleshooting steps, and feature breakdowns to reduce ticket volume.

Customer education has always been a struggle for us - our clients aren't aware of all the services we offer, so our knowledge base focuses on educating our clients on best practices on our portal and all the services we use, which has resulted in fewer tickets, improved customer satisfaction, and improved year-on-year client spend.

We also have an internal knowledge base (basically an intranet, but brought into the 21st century) configured with SSO, so it's secure, and it has all our policies, company updates, and team information on it.
Hope this sparks some inspo!

I think it would be helpful for Front to have common pre-defined Front Knowledge Base templates that we can edit and fine tune to our processes. Sometimes I myself struggle to decided on topics that others should know, and its not until a question comes up that I may think hey we should add that to our knowledge base.

awsome thanks for the info.

We are using two instances of the knowledge base: one for external help, and one for internal use. The external help center ideally will deflect some contacts by allowing customers to self-serve. But we also have a need to store policies and processes that aren’t appropriate for customers, and it’s much easier find and manage those resources in Front rather than storing them in Google Drive.