Knowledge Base MVC 1 - Categorize knowledge base data using issues
Problem to solve
Although customer questions are posted in the handbook, there isn't an easy way for them to find or access them while using slack or searching the website. A Knowledge Base is way to publically categorize the biggest and most important customer tasks. It's a lighter weight format than documentation and lends itself to searching or using a slack commands to implement.
This original issue where the TAM team notes what they would need in a KB solution: https://gitlab.com/gitlab-com/customer-success/tam/-/issues/207#note_351425945
- TAM (Dogfooding)
- Parker (Product Manager)
User experience goal
GitLab Issues have many of the attributes that a Knowledge Base does:
- Label goodness
- "KB, FAQ, or guided quick-start" could be labels or workflow labels
- Ability to relate to each other
What we don't have is a lightweight way to showcase these in a customer-facing way similar to Zendesk Knowledgebase. I think we have all the underpinnings for this content already.
Some examples Knowledge bases built from Zendesk Issues:
There are two different directions for an MVC:
- We could create new GitLab object type on the left menu that inherits GitLab Issue as its base
- Or try a lightweight MVC project that uses the GitLab API to pull Issues from any project descend by upvote. Essentially a CMS layer on top of Issues.
Next steps after MVC:
- Create a form view for posting a question (create issue)
- Create a form view for posting a comment
- Lock comment upvotes to thumbs up or down only.
- Augment slack notifications to search/post issues:
- Want to consider the use case of searching these in slack and posting from slack.