--- module-name: "Knowledge Base" maintainers: - kirallen - lmacrae product_category: "Not Applicable" --- ### 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! 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](https://handbook.gitlab.com/handbook/support/knowledge-base/) 1. [ ] Understand the Knowledge Base principles and how Knowledge Articles [differ from GitLab docs](https://handbook.gitlab.com/handbook/support/knowledge-base/docs-vs-kb/). 2. [ ] Learn when and how to create a knowledge article. 2. [ ] Review some of the existing articles in the [Global Knowledge Base](https://support.gitlab.com/hc/en-us/categories/360002276159-Knowledge-Articles). #### 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](https://gitlab.enterprise.slack.com/archives/C07QDCG4AGH) ### Stage 2: Training Materials 1. [ ] Review the [Knowledge Base Training Resources](https://handbook.gitlab.com/handbook/support/knowledge-base/knowledge-base-training/). 1. [ ] All Support Engineers will have access to create knowledge articles. Ensure you have access to create an article. If you have any issues, please reach out in [#spt_knowledge-base](https://gitlab.enterprise.slack.com/archives/C07QDCG4AGH) or directly to [Kirsty Allen](https://gitlab.enterprise.slack.com/team/U08AJH92U5A) 2. [ ] Learn [How to Link a knowledge article to a Support Ticket in Zendesk](https://levelup.edcast.com/insights/ECL-1fac4c9d-bf93-461e-a256-4ba6bde3d450). 2. [ ] Review the [responsibilities of the technical reviewer](https://handbook.gitlab.com/handbook/support/knowledge-base/#technical-reviewers) ### Stage 3: Resources for Creating Knowledge Articles 1. [ ] Review the [Knowledge Base Workflow](https://handbook.gitlab.com/handbook/support/knowledge-base/knowledge-workflow/). 2. [ ] Review [FAQ & Best Practices](https://handbook.gitlab.com/handbook/support/knowledge-base/kb-faq/). 3. [ ] Review the [Knowledge Base Style Guide](https://handbook.gitlab.com/handbook/support/knowledge-base/kb-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](https://gitlab.com/gitlab-support-readiness/support-team/-/wikis/Support-team-entry) to indicate that you're ready to contribute in this knowledge area: ``` module: - Knowledge Base ```