[Use Case Templates] Knowledge Base 👩‍🎓

 

❗️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. 

We have some amazing examples from our Community members, shared in this post from Ryan or in this post by Sherrie. Be sure to check these out, they include great tips for creating a Knowledge base. 

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

A quick reminder that account owners and admins on Business and Enterprise accounts and account owners on Professional accounts can access the Onboarding Templates gallery through Wrike Assistant.



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 Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

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Good timing of this post as we are starting to expand our account to more groups and looking at a common knowledge base for everyone.

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I haven't heard about the "knowledge base" before so I will have to explore 

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Kevin Thalacker Please share how it went when you've created a Knowledge base 😊

Heather Hernandez Let us know here if you need any help or have questions 🙌

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

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I don't believe I knew this existed. I will be exploring this as we add more people and departments to Wrike!

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This is very interesting. I am going to explore this more!

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This is so critical for adoption of Wrike, and to help all your users - I wrote a note about this on the community here as well too - in case you are looking for more ideas!

https://help.wrike.com/hc/en-us/community/posts/1500000746881-5-Simple-Steps-to-Creating-the-Best-Knowledge-Base-for-your-Team-

 

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Thanks, everyone! By the way Sherrie Besecker, I actually referenced your post in the beginning of the article:

"We have some amazing examples from our Community members, shared in this post from Ryan or in this post by Sherrie. Be sure to check these out, they include great tips for creating a Knowledge base." 🤗

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

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Lisa - Oh my!!  Sorry about that - didn't click the links to see it was mine - heheheheh😁

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No worries at all Sherrie Besecker 🤗 I just wanted to make sure you knew that your post was super helpful and included in this template series post 👍

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

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Always good to have a training resource for on-boarding new people

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Didn't know about the knowledge base before, thanks for sharing.

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We have a knowledge base from the templates, but we haven't customized the content to be specific to our organization yet, so it's a work in progress.

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This template was super helpful - like others, we started with this and then optimized to fit our team's needs. Thanks so much for posting!

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This is a great template to have! We have another intranet that we use as a more widespread knowledge base, but if we didn't have that, I would think we would use this in Wrike!

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Thanks a lot for your feedback, everyone! 🤗 I'm really glad to hear that many of you have found it useful! 

Natalie Omiecinski Welcome to the Community 👋

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

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Our Knowledge Base used to be a Wiki plugin in our WordPress Intranet, but we moved to Wrike and is much better because now it's in the same place where the tasks are. I want to improve a lot of things as it grows. I've notested two things here in the Community that I'll implement:

- Use a ID/code as a prefix in tasks titles. I think some articles may be so frequently used that it may help to refer to them by an ID/code.

- I'll use icons to identify articles characteristics right in the List View. Example: if there's a video tutorial, I'll use a TV icon/emoji in the article title.

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Again, thank you so much for sharing your setup with the Community Neyl Walecki 🤗

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

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I have taken a look at the template but we haven't set it up yet. This is something I have been planning to implement so that we have consistency within our account. I may include this as a part of the onboarding process so that every user has the same information up front. 

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Thank you for reaching out here Melynda McNamara 👍

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

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Highly recommend using Wrike as a knowledge base. Its also VERY easy to give permissions to groups who might need to edit info. 

The Files widget is key if you want to create Dashboards for easy navigation (ex: info sheets, policies) 

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Was this emailed? Didnt know

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Great to hear your feedback Elizabeth Kennedy Bayer!

Vanessa Vanessa, this wasn't emailed but if you follow our Brought to You By Wrike forum you can receive an email whenever there is a new post 🙋🏻‍♀️

Cansu Community Team at Wrike Wrike Product Manager Узнайте о самых популярных функциях Wrike и советах по его использованию

Cansu Wrike Team member Узнайте о самых популярных функциях Wrike и советах по его использованию

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We are starting to use Wrike as a KB repository for applications we support in IT. Keep up the good work!

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Thank you Aaron Maccabee 🤗

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

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We have set up exactly the same structure about 6 month ago. It works for us.

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Great to hear that Sven Passinger 😊

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