Support Knowledge & Documentation Department System
A team building a knowledge base for customers and employees and keeping it alive through periodic updates and usage measurement.
From recurring question to published article whose impact is measured, with mandatory review and never-ending updates.
No credit card required — your project is set up with the full system in under a minute
This is the system board as you'll receive it: workflow columns and starter cards showing the first steps
How does work flow in this system?
Content starts in “Question”: every question that recurs on support channels or stumps employees is logged as a card phrased in the customer’s own words, not internal company terminology. The card moves to “Draft”, where a support writer composes a clear answer with numbered steps in language the customer understands; then “Review”, where the knowledge manager and a technical specialist check it for accuracy and completeness before any publishing. Once approved, it is published in “Publish” on the right knowledge channel — the customer help center or the internal employee guide — and stays alive in “Update” with periodic review whenever a procedure or interface changes; its performance is measured in “Usage Measurement”: how many times it was read, and whether questions on its topic actually dropped.
The Forum is the team’s editorial board: recurring candidate questions are raised and their priority debated, drafts of important articles are reviewed there before publishing, and the knowledge-base gaps exposed by usage reports are analyzed — the topics customers ask about that no article covers.
Support writers turn questions into articles and update whatever is affected by any change in the service; the knowledge manager approves publishing, orders update priorities, and reviews usage indicators; and support teams feed the “Question” column with whatever recurs daily — so knowledge circulates from the field to the reference and back.
Who does what?
The operational roles in this system and each role's responsibility in daily work — assign them to your team as-is or adapt them to your reality.
Knowledge Manager
Orders documentation priorities from the “Question” column, approves articles in “Review”, and reviews usage indicators to steer the content plan.
Support Content Writers
Write answers with numbered steps in the customer’s language, and update articles affected by any service change within a week of the change.
Technical Review Editor
Verifies the technical accuracy and completeness of content before publishing, documenting notes on the card for the writer to address.
What's prepared for you from day one?
System units
- Tasks — A kanban board with workflow columns and execution cards
- Forum — Documented discussions in organized sections — decisions and knowledge that never get lost
Forum sections (3)
- Candidate Questions for DocumentationWhat recurs on support channels and deserves an article — raised, discussed, and prioritized before becoming a card.
- Draft ReviewsDiscussion of important articles before publishing: clarity of steps, accuracy of terms, and completeness of the answer.
- Knowledge Base GapsWhat usage reports reveal about uncovered topics or published articles that don’t actually solve the problem.
«Working Rules for This System» — Pinned in the forum
1) Articles are written in the customer’s language and phrased as their question, not in internal system terminology. 2) No publishing without a documented technical review on the card. 3) Every change in the service or interface triggers a review of affected articles within a week. 4) An article that doesn’t reduce questions on its topic is rewritten, not left as is. 5) Support staff are required to add recurring questions to the “Question” column as they arise.
Systems similar to this one
Ready? Your first project is two minutes away
Create your free workspace now, and invite your team before the day is over.