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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.

Does proposal management software really help you win new business?

Many businesses have to regularly respond to requests for proposals (RFPs) - after all, each RFP is a sales opportunity. But proposals require resources and good proposal management to be successful, and to realise that business growth potential. How well is your business equipped to produce efficient and effective proposals?

What is proposal management – and who is responsible for it?

Everything you’ve been wondering about using SharePoint as an Intranet

Looking for a new intranet and wondering whether to use SharePoint? If you’ve searched up ‘intranet sharepoint’ you’re not alone. With so many companies using Microsoft 365, and with SharePoint included in their M365 license, SharePoint is a logical choice for intranet software. SharePoint isn’t just a default however, it’s also a solid option; just ask the 200,000-plus organizations and 190 million people who use SharePoint for their intranets, team sites and content management.

And to add to SharePoint’s appeal, Microsoft has added SharePoint Connections to its offerings.

In this blog post, I’ll examine SharePoint in more detail:


It’s over 20 years since the creation of the first intranets. Technology has changed greatly in that time. The way people work from anywhere, at any time with any device has changed the world of work dramatically. Increasingly, the best intranets are business critical tools that people rely on to aid their work.

Troubleshooting Search Issues with Result Source in SharePoint

One of the most powerful features of SharePoint is the Search Rest API. It allows us to obtain, filter and personalize information that’s useful to a user and allows us to create pages of content of interest for them. 

SharePoint Term Store management and restoring deleted metadata

Have you ever deleted managed metadata term sets in SharePoint? Do you know the consequence of deleting managed metadata terms sets?

Best practices for SharePoint Document Libraries

What are best practices when it comes to SharePoint document libraries? And why is it so important to get it right? 

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:

Approval workflow for a SharePoint Online item, for approval in Microsoft Teams

As Microsoft recently announced the upcoming retirement of SharePoint 2010 workflows we have seen a lot of questions about how to transition away from them before November.

Private Groups not appearing in SharePoint Search

One of the main steps when provision Teams, is calling Microsoft Graph API, to, well, provision the Team. Although the Team was provisioned correctly, we realised that the Team (and therefore all the content related to the Team, like files in the SharePoint library) was not surfaced in the Office 365 search (or SharePoint search if you will). So nothing at all was coming up for the Owner of the Team. Why was that?

Calling the new Presence endpoint in MS Graph API from SPFx

Last December, the Microsoft Graph team announced the preview of a new endpoint in the MS Graph API, that allows us to get presence information for a set of users.