Knowledge Base Training - Bruno Freitas

module-name: "Knowledge Base"
maintainers:
  - kirallen
  - lmacrae

Overview

Goal: You feel proficient at using the Knowledge Base to find solutions to customer issues, create new articles, and update existing articles.

Length: 1-2 hours

Objectives: At the end of this module, you should be able to:

• Identify the purpose of the Knowledge Base and how it differs from GitLab product documentation.
• Use the Knowledge Base to find solutions to customer issues.
• Create or update Knowledge Base articles.

Stage 0: Create Your Module

1. Create an issue using this template by making the Issue Title: Knowledge Base Training - <your name>.

2. Add yourself as the assignee.

3. Set milestones, if applicable, and a due date to help motivate yourself!

4. Use the Access Request form to gain permission to create knowledge articles.

   • The Request reason will include Zendesk - Write access for articles and indicate if this is for Global, US Gov, or Both
   • Assign to your Manager for approval.

5. Update your Support Team yaml file to indicate that you've started learning this knowledge area:

   knowledge_areas:
   - name: Knowledge Base
     level: 1

Consider using the Time Tracking functionality so that the estimated length for the module can be refined.

Stage 1: Introduction

1. Review the Knowledge Base Handbook page
   1. Understand the Knowledge Base principles and how Knowledge Articles differ from GitLab docs.
   2. Learn when and how to create a knowledge article.
2. Review some of the existing articles in the Global Knowledge Base.

Where to ask for help

If at any time, you have questions or need help with the Knowledge Base, please reach out.

• #spt_knowledge-base

Stage 2: Training Materials

1. Review the Knowledge Base Training Resources.
   1. Learn How to create a Knowledge Article from within a Support ticket.
   2. Learn How to Modify (update) a knowledge article in ZenDesk.
   3. Learn How to Link a knowledge article to a Support Ticket in Zendesk.
2. Review the responsibilities of the technical reviewer
   1. Learn How to do a Technical Review and publish a knowledge article in ZenDesk

Stage 3: Resources for Creating Knowledge Articles

1. Review the Knowledge Base Workflow.
2. Review FAQ & Best Practices.
3. Review the Knowledge Base Style Guide.

Final Stage: Completion

1. Have your trainer and manager review this issue.

2. Manager: schedule a call (or integrate into 1:1) to review how the module went once you have reviewed this issue.

3. Update your Support Team yaml file to indicate that you're ready to contribute in this knowledge area:

   knowledge_areas:
   - name: Knowledge Base
     level: 2