Knowledge Management Standards

Purpose

This article outlines the principles used to create, maintain and manage knowledge within Freshdesk. Knowledge management helps improve consistency, on-boarding, self-service and service delivery outcomes. 

Knowledge Ownership

• Service teams are responsible for maintaining their own Knowledge Articles and Canned Responses.
• Content owners should ensure information remains accurate and current.
• Teams should periodically review their content and update or retire articles where required.

Knowledge Articles

Knowledge Articles should:

• Be easy to understand.
• Contain clear and accurate information.
• Be reviewed when services, processes or systems change.
• Avoid duplicating existing content where possible.

Canned Responses

Canned Responses should:

• Support common request types.
• Promote consistent communication.
• Be reviewed regularly for accuracy.
• Be tailored to the individual request before sending where required.

Continuous Improvement

Knowledge assets should be updated based on:

• Frequently asked questions.
• Repetitive support requests.
• Process improvements.
• User feedback.
• Service changes