Knowledge Management 101

A Practical Guide to Building and Improving Your Help Centre

Help your customers find answers, solve problems, and get back to what matters. Knowledge Management 101: A Practical Guide to Building and Improving Your Help Center takes you through planning, creating, and maintaining a customer-focused Help Center. Drawing on her experience in Knowledge Management and customer support, Sherri Anderson explains how to understand your audience, organize information around customer needs, write clear support articles, and establish consistent content standards.

Whether you’re starting from scratch or improving an existing knowledge base, this guide shows you how to use search data, customer feedback, and performance measures to identify gaps and make informed improvements. The complete package includes editable companion templates and an Excel workbook, with practical tools for content planning, publishing checks, search analysis, and ongoing maintenance—helping you turn the book’s guidance into everyday practice.

Digital download • Licensed for one individual