Product KB

Product Knowledge Base Solution

The Product Knowledge Base (KB) brings together mission-critical product information so your customer-facing teams can effectively and accurately represent your organization in every conversation. This single source of truth ensures employees are getting to most up-to-date product information and news or updates. 

Solution Overview


Business challenges

  • Knowledge Management (Primary)
  • Communication (Secondary)

Owners and audiences

  • Product Management (Owners)
  • Product Marketing (Owners)
  • Sales (Audience)
  • Marketing (Audience)
  • Customer Success (Audience)
  • Customer Support (Audience)

Business value

Communicating accurate product information is mission-critical for your customer-facing teams to represent your organization in each conversation and communication. The Product KB is the single source of truth for verified information pertaining to your organization’s product(s). It gives your employees peace of mind that the information they’re accessing is ready to share externally and that they have a location that they can rely on time and time again to solve their frequent product questions.  

The Product KB also provides a central communication area to distribute product information company-wide. A central blog channel can distribute the latest news, whether it be an upcoming product release, recaps of conferences attended, or highlighting specific features. The Product Ideation area is available to allow the power users of your product to submit the ideas they think would drive value and functionality.

Key features

  • Blog channel and Blog Articles widget
  • Wiki articles for trusted information
  • Wiki-specific search with filters for common labels
  • Space-wide search
  • Document storage for resources and roadmaps
  • Forum for questions and development ideas
  • CTAs to highlight frequently consumed information 

Screenshot

Solution – Product Knowledge Base – Home

Business Outcomes

Measuring success

The Product KB is designed to solve business challenges related to Knowledge Management. Ensure your Product KB Solution delivers the results you need by measuring its success using key performance indicators (KPIs). These outcomes should focus on addressing the Knowledge Management needs that are common across your organization.

Key outcomes

Measuring against KPIs specific to the Product KB allow you to determine: 

  • What information and updates are being utilized for reference and communication with customers? 
  • What features are most significant to your product and what key pieces of information are they accessed on a regular basis? 
  • What roadmap items do your customers care about and how do these plans fit into your overall strategy?
  • What assets are available to communicate product features and development to customers? 
  • Who are the key SMEs per product feature and what can they offer to the organization? 

Key goals and objectives 

Some key goals and objectives to keep in mind when determining KPIs for your Product KB include: 

  • Increase understanding of Product features and offering
  • Improve efficiency in communicating Product information and roadmap
  • Decrease siloes of knowledge
  • Centralize requests for information and collateral

Business processes

You should incorporate the Product KB Solution into your existing internal business processes. Think about what processes, policies or procedures might have to change or be updated. 

  • Do SOPs need to be updated? (e.g. are certain information topics held in a Product KB instead of elsewhere?)
  • Are there processes that need to change? (e.g. how to leverage the Product KB for communications or iterations)

Key areas 

Some key areas to pay close attention to when measuring the success of your Product KB include: 

  • Folder channel for Roadmaps
  • Feature card activity
  • Product requests and ideas channels
  • Product downloads channels

Recommended KPIs

Below are some recommended KPIs for measuring the success of your Product Room Solution. Keep in mind that some of these recommended KPIs will align with your organization's goals and objectives, while others may not. It's critical to align KPIs with your unique goals and objectives to accurately measure success. 

  • X% increase in the number of discussion forum items posted to the ideas and requests channels
  • X% increase in the number of views of discussion forum items posted to the ideas and requests channels
  • 100% of all roadmap documents are included in the Roadmaps folder
  • X% decrease in requests for product feature information
  • X% increase in the number of documents posted in the Product KB folder channels
  • X% increase in the number of views of the Product KB’s documents

Note: KPIs are generally time-based and should be evaluated and/or modified on a specific cadence (e.g. quarterly).

Solution Roadmap

Implement

The Product KB Solution comes with a pre-configured template. Our Consultants and Configuration Specialists use this template as the baseline for your implementation. The focus of the implementation is on design, configuration, content, and training.

These are the major implementation initiatives for the Product KB Solution:

  • Site architecture: Review the Solution architecture. 
  • Homepage: Surface the most important content and areas within the Solution on the homepage to provide an at-a-glance view and easy access to relevant content. 
  • Site map: Update the site map based on mutually agreed to modifications (e.g. moving, deleting, adding pages and/or applications).
  • Configuration: Update the Solution configuration settings.
  • Users & Groups: Add groups and users to the Solution. 
  • Content: Add Product Feature content and apply permissions.
  • Design: Apply the visual design to the Solution (e.g. global CSS changes, header, footer, banners, icons).
  • Testing: Do a quality assurance sweep of the Solution (e.g. broken links, navigation, permissions).
  • Training: Train key stakeholders on the solution (e.g. Product department and professionals). 
  • Integration: Centralize documents, activities, or conversations within the solution (e.g. Salesforce or Microsoft). 

Drive engagement and adoption

Once your Product KB is ready to launch, it's time to think about how you'll draw attention to this new Solution, engage users to leverage the Product KB, and evolve the Solution as your digital workplace grows to meet the changing needs of your organization. Use the tactics below to plan for a successful launch, continuously engage users, and expand your Product KB in the future. 

Launch

  • Define a Feature Zone channel template: Tailor the solution to meet the standard needs for your Product teams, to minimize the configuration time required for the authoring of each new Feature article.
  • Simplify the experience: Provide clear and simple instructions and calls-to-action to drive desired experience without the need for formal training. 
  • Manage Product requests: Identify and publicize a single request channel within your Request Center, along with the procedure for submitting a product idea. 
  • Keep it clean: Use a clear and concise architecture to keep it simple and easy-to-use.
  • Link to it: Use a homepage link or CTA within your Product Team Room to link to your Product KB so employees have it readily available.

Engage 

  • Drive change: As you're introducing your Product KB, ensure Product Management is directing employees to the new solution to increase adoption and population of content.
  • Integrate: Include IT approved tools to increase adoption (Slack, Microsoft, etc.) and build on familiarity across the team.
  • Communicate: Encourage your Product team to use the Product KB exclusively for storing key files, information, and communications.
  • Incorporate it into the onboarding experience: Include the Product KB in your team’s departmental onboarding, to ensure new hires are properly educated.

Govern 

This Solution should be managed by the Product team and led by the Executive Team at a strategic level. 

  • Align with your brand: Align the Solution with your corporate branding guidelines. 
  • Communicate updates: Make sure you communicate updates to the product to employees whenever changes happen (e.g. use the Newsroom to push out your communication).
  • Provide quarterly assessments: Provide quarterly summaries about changes and updates to the Solution or templates requested by the company (e.g. feedback gathered during departmental meetings or in the Request Center). 

Evolve

  • Poll widget: Create a mechanism for employee feedback and to take action on suggestions.
  • Reassess metrics: Review objectives and KPIs to refine them and continue to mature and maximize the business value of the Solution. 

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