Knowledge BaseSep 7, 2026Customer self-service metrics that lead to actionChoose customer self-service metrics for your help center, define each measure, avoid false conclusions, and turn the findings into content work.Bryce Lund5 min read
Knowledge BaseSep 7, 2026Customer support knowledge base article templateUse this customer support knowledge base article template to write clear, searchable answers with tested steps, expected results, and escalation details.Bryce Lund5 min read
Knowledge BaseSep 7, 2026Internal vs external knowledge base: what belongs whereCompare an internal vs external knowledge base by audience, access, content, and review needs. Use a safe test to decide where each article belongs.Bryce Lund5 min read
Knowledge BaseSep 7, 2026How to plan a knowledge base category structurePlan a knowledge base category structure that customers can scan, search, and understand. Includes a simple model, card sort, and review checklist.Bryce Lund5 min read
Knowledge BaseSep 7, 2026Knowledge base content audit checklistUse this knowledge base content audit checklist to find wrong, outdated, duplicate, missing, and hard-to-find help articles and set a repair order.Bryce Lund5 min read
Knowledge BaseSep 7, 2026How to fix knowledge base searches with no resultsLearn how to review knowledge base searches with no results, separate content gaps from language and search issues, and make focused improvements.Bryce Lund5 min read
Knowledge BaseSep 7, 2026How to turn support tickets into help articlesTurn support tickets into help articles with a safe weekly workflow for choosing repeated questions, removing private data, testing steps, and publishing.Bryce Lund5 min read
Knowledge BaseSep 7, 2026How to write a troubleshooting guideLearn how to write a troubleshooting guide with a symptom-first template, safe checks, tested fixes, expected results, and a clear escalation path.Bryce Lund5 min read