Knowledge base and self-service content
Knowledge base and self-service content
This domain tests how Service Hub turns support knowledge into self-service: article structure, publishing controls, search, feedback, and reuse by chatbots and the Customer Agent. Expect questions about public versus private access, article quality, and measuring deflection.
Core rules
- The knowledge base is organized into categories and subcategories; articles should be written around a customer task, not an internal team structure.
- Access matters. Public articles can appear in the help center and be used for self-service; private articles are for internal agents or restricted audiences. Do not publish internal runbooks or sensitive process details.
- Article lifecycle: draft, review, publish, update, retire. A stale article is worse than no article because it teaches customers the wrong process.
- Search data is a content roadmap: repeated searches with no clicks, high exit rates, and negative article feedback reveal gaps.
- Reuse content. Link articles in chatflows, the Customer Agent's approved sources, ticket replies, and the help center so customers get one consistent answer.
- Measure self-service with article views, helpfulness votes, search terms, and ticket deflection, not just page views.
Worked example
A team sees many password reset tickets. It writes a public article with step-by-step screenshots, places it in an Account access category, links it in the login chatflow, and adds it to the Customer Agent's knowledge sources. After two weeks, views rise and password tickets fall, but the article's not helpful votes rise. The team updates the screenshots and adds a still stuck link to open a ticket. Reasoning: the article addresses the demand, the link creates a path to human help, and feedback drives maintenance.
Traps
- Publishing internal notes or sensitive process details.
- Setting articles to private when customers need them.
- Measuring page views only and ignoring feedback or search terms.
- Letting outdated screenshots or policies stay live.
- Failing to connect the article to a ticket form or escalation path.