Knowledge Base Powers Activate

Pivoting on Knowledge

We ended last month by planning another maintenance release. However, we decided instead to work on our support site.

There are lots of tools available for knowledge management, self-service, etc. We evaluated three popular tools and in the end, we elected for "none of the above" in favor of a simple, static site with a few dynamic elements thrown in. The primary feature we wanted to implement was knowledge-in-place; help content embedded within Basis HR.

Using a static site is quick and relatively easy to set up. Content is easy to add, and a static search engine makes it possible to search knowledge articles and embed the results within the Basis HR application suite.

Of course, this doesn't help with self-service tickets, but for now we want to be up close and personal with user-reported issues, so a simple contact form is good enough. Plus, our existing clients have our direct contact info.

Conclusion

There is a lot of documentation yet to be created, but with the platform in place, we now have a good starting point.

Next month? On to that maintenance release.