#10-community
Thread
Hi all - happy Friday! We're working on launching our new Community and are thinking about a Knowledgebase. We already have a very comprehensive Helpdesk (Zendesk) resource that will be accessible in the Community via federated Search. Also a University with lots of courses that will be accessible the same way. If your Community has a Knowledebase, what content do you have in there vs. what you might have in a Support knowledgebase or University/Academy? I'm thinking of things like:
• Us vs. Competitors (great for SEM)
• Checklists, How To's and other content produced by Product Marketing (some of which is on our website)
• Helpful resources by our CS org having to do with adoption or deeper engagement with our software
Hi @Shelly Ryder, I really align with your thought process — I followed a similar approach during my time at ThoughtSpot, where I authored 400+ KB articles.
Many of those ideas came from:
• FAQs our community members asked across multiple threads
• Common questions raised during office hours with our professional services team
That work eventually evolved into a branded “” page within our community, which highlighted best practices recommended by our CS and PS teams. It became a scalable way to drive digital customer success.
I also developed a “Success Series”, a weekly webinar where we’d dive deeper into popular topics from office hours and User Group events. Many of those sessions also turned into articles, creating a strong cycle of knowledge sharing.
Thank you <@U08MBG24LRM>! This is super helpful.