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A Guide to Using Microsoft Software as a Knowledge Base

A knowledge base is a mine of useful information for your customers, but did you know how useful it can be for your own team members? Here’s a way to enable your internal customers to self-serve and complete the tasks they need to, using technology and software you already have.


What is a knowledge base?

A knowledge base is a library of information about your company, product or service and the questions or issues people might ask about it. A knowledge base allows people to find answers and solve problems on their own so it's an essential part of good customer service, whether your customers are members of the public or internal customers – i.e.; your colleagues.

The best knowledge bases typically include frequently asked questions (FAQs), a user forum, articles, whitepapers, how-to articles, video tutorials, case studies and glossaries.

A knowledge base allows you to create self-service content around recurring questions, issues and themes. It’s important to note that the point of a knowledge base is to help users complete a task or solve a problem. The knowledge in your knowledge base needs to be actionable.

An organisation with a call-center or a team of customer service representatives will undoubtedly use a knowledge base to ensure that each customer receives the same information and as an easily navigable database for a wide range of queries. The use case for a knowledge base within a company or B2B environment is perhaps less obvious, but extremely beneficial – and the focus of this blog.

Tips & tools for improving the Microsoft Teams search experience

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Google or Bing 'Microsoft Teams search' and you'll see a long list with terms like 'Microsoft Teams search not working'.

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Why you should disable email notifications in Microsoft Teams

Since the arrival of the most extended email protocols back in the 1980s our inbox has become the center of everything happening around us and our digital live.

Hybrid working strategy at a team level

In my last blog, I looked at Hybrid Working and the key questions any organisation should be addressing in developing an effective Hybrid Working Strategy (HWS). 

Community sample: Engage your users with SharePoint stories/reels

Would it not be cool to engage your Modern Workplace users with content appearing like in your favourite social network? In my latest community sample, I built an SPFx webpart to do so. Here is how I did it, but first, this is how it looks:

Hybrid working strategy at a company level

A great Hybrid Working Strategy (HWS) will be unique to a business and so, to help you get it right for your business, I thought I’d share some of the key questions.

Exchange Server patch alert - Please read & Immediately Action if you have Exchange on-prem

Current risks to multiple different on-premises Microsoft Exchange Servers where zero-day vulnerabilities are being exploited by a nation-state affiliated group. Please note that EXCHANGE ONLINE is not affected.