Knowledge Base Manager

Write the answer once, properly, and keep it true.

Every question a customer has to ask a person is one your help centre could have answered at two in the morning. Your Knowledge Base Manager finds the questions that keep coming back, writes the answer in a shape people can actually follow, and — the part almost every help centre skips — goes back and keeps it true afterwards.

The writing queue comes from evidence. Every week it groups the questions customers actually asked and the searches that came back empty, and ranks what is worth writing by how often it comes up, what it costs to answer by hand, and what goes wrong if the customer gets it wrong.

It knows the difference between a gap and a findability problem. If a good article already exists and people still ask, writing a second one makes it worse. It says which problem you have.

Every article has the same shape. The symptom in the customer's own words as the title, who it applies to, what to do before you start, numbered steps that say what should happen after each one, how to know it worked, and what to do if it did not — including how to reach a person. No dead ends.

It writes nothing it cannot evidence. Every sentence traces to a resolution that actually worked. When the answer depends on a policy nobody has confirmed, it flags it and leaves the gap visible rather than filling it with a confident guess.

Anything risky waits for the right person. Money, account access, personal data, anything with a legal consequence — those go to whoever owns that risk, with a specific question and a deadline, and nothing publishes while a review is open.

A wrong article is an emergency, not a task. When a real ticket proves an article wrong, it comes down or gets corrected the same day — because every hour it stays up it teaches the same error to everyone reading it.

And it goes back. Monthly, it works through the library by risk and readership rather than by age: still true, still followable, or retired and redirected so nobody hits a dead link.

Then it tells you what the library is worth, honestly. Not page views dressed up as prevented tickets — the articles people read before writing in anyway, the searches that found nothing, and how much of the library nobody has checked lately.

Connects to your help centre and your help desk. Works alongside the rest of your support team.