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Knowledge Base Usage Guide

1. The Golden Rule​

"If you type it twice, template it." We never write the same long-form answer two days in a row. We use the Knowledge Base (KB).

2. How to Use the KB​

  1. Search: In HubSpot sidebar, search for keywords (e.g., "reset password").
  2. Review: Briefly check if the article is current.
  3. Insert: Click "Insert Snippet" or "Insert Link."
  4. Personalize:
    • Bad: [Link Only]
    • Good: "To fix this, you'll need to reset your cache. We have a step-by-step guide here: [Link]. Let me know if Step 3 gives you any trouble."

3. Dealing with Gaps (Missing Content)​

What if you search and find nothing?

Scenario A: It's a "One-Off" weird issue.​

  • Action: Solve it manually. Do not create an article yet.

Scenario B: It's a "Likely Repeat" issue.​

  • Action:
    1. Draft the solution in the ticket.
    2. Copy your draft.
    3. Go to [System 05 Intake Form].
    4. Submit "New AKUAKU A standardized, independent, and reusable piece of knowledge (concept, procedure, script, etc.) that acts as the fundamental building block of the Content Engine. Request" with your draft text.
    5. Content Team will polish and publish.

Scenario C: The Article exists but is WRONG.​

  • Action:
    1. Do NOT send the wrong link.
    2. Explain the correct fix to the customer.
    3. Use the "Feedback" button on the Article: "Step 2 is outdated. The button is now blue."

4. Tone Guide​

  • Robotic: "Please refer to the attached documentation for assistance regarding your inquiry."
  • Human: "I've linked a guide below that walks you through this. Step 1 is the most important part!"

Related Documents: