Start here | online course

Keys to a Kickass Knowledge Base

Self-paced learning.

Modules available individually or as a bundle

There are 5 elements good self-service needs

How many have you got?

Knowledge Bird

What you'll learn

  • How to set the right strategy and culture, so your team takes ownership of the knowledge base.
  • How to write & improve articles, so they’re findable in self-service and can be presented by a chatbot with minimal effort.
  • How to optimise self-service, so customers know it’s available and keep coming back.
  • How to measure success, so you can demonstrate what’s working and know what needs improving over time.

What you get

  • Access to 20 years’ experience with knowledge management in customer operations
  • Worksheets to help you plan for kickass self-service
  • Facilitation tips for running a strategy workshop
  • Tasks to help you work through requirements and improvements
  • Links to further resources on topics throughout the material
  • Extra guidance from me, anytime you need it
Ramy Customer review

*****

Ramy
Founder, Screenjar

If you’re looking to make your self-service knowledge base way more effective, you need to read this. It doesn’t take long to get through, but is packed with actionable steps and some great examples.

*****

Gavin Hedrick
ICT Change Manager, SA Health

Kickass KB has given us a lot to think about changing, already.

****

Mike Edyejones
IT Operations Manager, Fusion Professionals

The lessons are short and easy to read, and there are valuable insights from the first booklet.

*****

Dave O'Reardon
Founder, CIO Pulse

I don't know anyone that knows more about IT knowledge management than Aprill Allen. There's guidance in here that I refer back to all the time.