❗️Note: Please make sure you’ve checked out our announcement about the changes related to the Use Case Templates in Wrike. In short, the Wrike’s Use Case templates are now available in the Space creation dialogue instead of Wrike Assistant.
Hi everyone! 👋
The Wrike Template series continues, and today, we’d like to start a discussion about our Wrike Knowledge Base template.
Creating a Knowledge base can be very helpful if you’re in charge of onboarding new team members and helping them learn how to use Wrike.
Alternatively, you can use a pre-made onboarding template called “Knowledge Base” that will help you provide clear instructions on what actions are expected from each new team member.
Using Wrike’s Onboarding Templates
Knowledge Base Template
This template consists of a project with tasks.
1. How-to Guide on Using Knowledge Base
This task contains guidelines on how to use this sample Knowledge base. It also comes with useful best practices:
- Make the Knowledge Base easy to access: place it in your company or team Space or so everyone can quickly refer to it.
- Highlight champions: clearly indicate the knowledge base owner (for example, in the folder description) so users have a clear understanding of who can answer their questions.
- One idea, one task: each piece of knowledge (or best practice, resource, sales document, etc.) gets loaded into a single task and is included in the Knowledge Base parent folder.
- Backlog it: all of these tasks are set as active and backlogged (because there are no due dates associated with the knowledge).
- Communicate updates: if you make a significant update to your knowledge base, @mention My Team to keep everyone on the same page.
2. Task List
Each task contains the sample text with questions you need to answer and examples.
You can replace all the text in the description area with guidelines for your team and add more tasks to cover all topics relevant to your team and processes.
3. FAQ section
The FAQ section is used for submitting user questions. It also helps the knowledge base owner identify areas that need improvement. There are some sample questions added – feel free to update them or add your own.
Users submit questions by creating subtasks in the FAQ task where the subtask title contains their question. They @mention the manager or knowledge base owner in the comment field to help answer the question. The person responsible fills out the answer in the description field and @mentions the requester in a comment to let them know the question has been answered.
We hope this step by step is useful to get you started with creating a Knowledge base in Wrike.
If you don’t have a Wrike Knowledge base yet but are interested in learning more about how to set it up, make sure to let us know below 👇
Lisa Wrike Team member Become a Wrike expert with Wrike Discover