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Knowledge Base Usage Guide

1. The Golden Rule​

"If you type it twice, template it." We never write the same long-form answer two days in a row. We use the Knowledge Base (KB).

2. How to Use the KB​

  1. Search: In HubSpot sidebar, search for keywords (e.g., "reset password").
  2. Review: Briefly check if the article is current.
  3. Insert: Click "Insert Snippet" or "Insert Link."
  4. Personalize:
    • Bad: [Link Only]
    • Good: "To fix this, you'll need to reset your cache. We have a step-by-step guide here: [Link]. Let me know if Step 3 gives you any trouble."

3. Dealing with Gaps (Missing Content)​

What if you search and find nothing?

Scenario A: It's a "One-Off" weird issue.​

  • Action: Solve it manually. Do not create an article yet.

Scenario B: It's a "Likely Repeat" issue.​

  • Action:
    1. Draft the solution in the ticket.
    2. Copy your draft.
    3. Go to [System 05 Intake Form].
    4. Submit "New AKU Request" with your draft text.
    5. Content Team will polish and publish.

Scenario C: The Article exists but is WRONG.​

  • Action:
    1. Do NOT send the wrong link.
    2. Explain the correct fix to the customer.
    3. Use the "Feedback" button on the Article: "Step 2 is outdated. The button is now blue."

4. Tone Guide​

  • Robotic: "Please refer to the attached documentation for assistance regarding your inquiry."
  • Human: "I've linked a guide below that walks you through this. Step 1 is the most important part!"

Related Documents: