Knowledge Base Article Keeping-up!

Honestly - I don’t manage them at all.

If I have a question I think can be answered through the knowledge base - I will search for it when the time comes.

No extra work on my part.
Certainly not keeping my own copy 😮

Hi ​@PathanSana,

I feel your pain! As a Superadmin and the documenter, I have a never-ending list of docs that need to be updated. The way our documentation differs from the KB Articles, is that it’s tailored to our processes and workflows, so I only need to update our docs when the Docebo updates cause a change to one of our processes or workflows. I also link the knowledge articles in each of my documents for easy access to the most up-to-date information. 

I hope this is helpful! I feel your pain - on the one hand, all these updates are incredibly exciting and on the other hand, it’s overwhelming to try and keep up with. 

All the best,

Cat

I take the same approach as Cat, above, by building our own KB articles specific to our internal processes and governance.
 

Bonus of doing this: we built a channel in our site and gave visibility exclusively to Power Users. Our internal KB articles live there, allowing them can search for a KB topic within the site itself, using the same search bar they would for courses and learning plans. 

Part of our PU onboarding is letting them know about the Docebo KB, but we tell them “its like a dictionary…don't read it cover-to-cover…just use it to look something up when needed.” As I type this, I realize that metaphor might not resonate in a few years!
 

​@shanejacques, I love the idea of creating a channel to give PUs access to your internal KB articles. I’m going to implement that as grow and scale. Thanks for the great idea!

We built our own KB for Superadmins, Power Users, and Users, according to our LMS configuration and business processes. We update it as needed (e.g., when there’s a new feature like the Focus Mode).

We have solved it by making sure all admin adjacent folks in our department are on the mailing lists. SO they can be in the loop and attend as is relevant to them.

I refer to them constantly as they are being updated frequently. I do not extract any information but rather refer admins to the this site as it’s the easiest way to make sure they remain up to date.

In our shop it is a mix, but let me express what a few others are expressing above. There are two domains that are out there: Your practices and use case for the system and then the knowledge base from Docebo (Docebo Help). I can tell you that many of the times content reflected near released or released material under the guidance of ​@rwoods. Often documentation was labelled about it being related to a change coming down the path if the release was imminently going out.

And the same was true in Docebo University. I cant tell you if that is true in the current state as there has been changes with the customer education team.  

We did a presentation on governance last year, and I made a ppoint to cover where you want to document your implementation practices and even go as far as document how you curate things: effectively document as much as your can about your instance into SOPs (and/or SOWs) so that the next person coming along gets what is being done in your shop.

And to your question - We do point to help articles as a part of that documentation. Many pages are shelf stable.

For us yearly curation is part of what we do - and our internal articles get reviewed as well too. As well as the points to references.

We do governance documentation at the process and standards level. Meaning we document process (what to) not procedures (how to). The standards are configuration options for standard usage with exceptions. Like many of you we leverage the knowledge base as needed, with some links within our governance documentation. I personally have a few Docebo knowledge articles book marked for easy access, e.g., notification events and conditions.

Our governance documentation also has details common problems and specifics for groups and enrollment rules so we can look at them holistically as it is difficult within the system. Do I have the double source, yes. Has it saved us, also yes. We start with the spreadsheet to capture the logic and usage, then implement in the system. If there are changes needed, we again start with the spreadsheet. 

I have used a few approaches to our governance docs independent documents by workflow/topic on a spreadsheet, a single Word doc with links to excel when at format works better, wiki site. I am intrigued by the idea of putting them in a channel as assets. I’m going to think about that one and if it would improve productivity or not. 

This is a really interesting topic and I’ve gotten some ideas from y’all, so thank you! I look forward to seeing what else is posted.

Great discussion. Thank you all for sharing!