It’s the second time I encounter the same pain-point at a company: keeping our help center’s articles accurate as our release cadence accelerates. Our doc is becaming outdated. We create new articles for new features, but we’re always lacking the resources to update existing content impacted by those changes. That’s problematic because our product is available on iOS, Android, and the web, with small but important differences across platforms. To make things even worse, we are based in the EU and support three languages. The discrepancies between these languages became substantial, leading to increased support tickets…
How do you keep your FAQ and knowledge base accurate releases after releases?
Hey
We’ve had to adjust our knowledge management priorities and resources to keep pace with our rapidly evolving product. Here’s an overview of the key changes we've implemented:
- As
@Nathan Sudds mentioned, with Fin enabled to handle a large portion of conversations, we’ve been able to reallocate resources from our frontline support team. This has given 13 agents dedicated time to audit and update articles affected by product changes, saving them as drafts to publish when updates go live. - While we still have only one full-time knowledge manager, my role has expanded from managing the Help Center to overseeing all customer support content. This includes public articles, internal articles, macros, and snippets, ensuring no content is missed when product changes are made.
- Product Managers bring me into the loop before shipping any changes. For major releases, PMs will also help review existing content and identify impacted articles. I typically get at least four weeks' notice to create new content, and I rely on our support agents for many of the necessary updates.
- We’ve centralized all content in our Knowledge Hub, making it easier to track what needs review for each product release.
- We also encourage all teams — from support agents to customer success managers — to actively use the Help Center. They submit Back-office tickets when they spot outdated content, and the same group of support agents who audit content also action these requests weekly.
As you can see, knowledge management has very much become a shared responsibility, with PMs and support agents being more hands-on with updates. I’m currently discussing with our product teams how we can use AI to alleviate some of the manual effort that goes into maintaining knowledge and I think we’ve got some cool features in the pipeline to address this…
Hope this insight is helpful!
+3- Leading the Community @ Intercom
Hi
+8
- Employee
Hey
We’ve had to adjust our knowledge management priorities and resources to keep pace with our rapidly evolving product. Here’s an overview of the key changes we've implemented:
- As
@Nathan Sudds mentioned, with Fin enabled to handle a large portion of conversations, we’ve been able to reallocate resources from our frontline support team. This has given 13 agents dedicated time to audit and update articles affected by product changes, saving them as drafts to publish when updates go live. - While we still have only one full-time knowledge manager, my role has expanded from managing the Help Center to overseeing all customer support content. This includes public articles, internal articles, macros, and snippets, ensuring no content is missed when product changes are made.
- Product Managers bring me into the loop before shipping any changes. For major releases, PMs will also help review existing content and identify impacted articles. I typically get at least four weeks' notice to create new content, and I rely on our support agents for many of the necessary updates.
- We’ve centralized all content in our Knowledge Hub, making it easier to track what needs review for each product release.
- We also encourage all teams — from support agents to customer success managers — to actively use the Help Center. They submit Back-office tickets when they spot outdated content, and the same group of support agents who audit content also action these requests weekly.
As you can see, knowledge management has very much become a shared responsibility, with PMs and support agents being more hands-on with updates. I’m currently discussing with our product teams how we can use AI to alleviate some of the manual effort that goes into maintaining knowledge and I think we’ve got some cool features in the pipeline to address this…
Hope this insight is helpful!
Woa! Thank you for this very detailed answer
Hey
We’ve had to adjust our knowledge management priorities and resources to keep pace with our rapidly evolving product. Here’s an overview of the key changes we've implemented:
- As
@Nathan Sudds mentioned, with Fin enabled to handle a large portion of conversations, we’ve been able to reallocate resources from our frontline support team. This has given 13 agents dedicated time to audit and update articles affected by product changes, saving them as drafts to publish when updates go live. - While we still have only one full-time knowledge manager, my role has expanded from managing the Help Center to overseeing all customer support content. This includes public articles, internal articles, macros, and snippets, ensuring no content is missed when product changes are made.
- Product Managers bring me into the loop before shipping any changes. For major releases, PMs will also help review existing content and identify impacted articles. I typically get at least four weeks' notice to create new content, and I rely on our support agents for many of the necessary updates.
- We’ve centralized all content in our Knowledge Hub, making it easier to track what needs review for each product release.
- We also encourage all teams — from support agents to customer success managers — to actively use the Help Center. They submit Back-office tickets when they spot outdated content, and the same group of support agents who audit content also action these requests weekly.
As you can see, knowledge management has very much become a shared responsibility, with PMs and support agents being more hands-on with updates. I’m currently discussing with our product teams how we can use AI to alleviate some of the manual effort that goes into maintaining knowledge and I think we’ve got some cool features in the pipeline to address this…
Hope this insight is helpful!
Hello Beth,
I appreciate the insightful answer.
Are are you able to share any features that you have developed in the meantime? Or can you link to any ressources that might help me manage our KB? I recently stepped into a role that gives me a vested interest in keeping the KB up-to-date.
Hey
This was posted about a year ago, so I'm curious if there have been any major updates to your knowledge management process since then?
Thanks :)
- Employee
Hey
There has been a pretty major update to our knowledge management process... Over the last few months we’ve been beta testing a new feature that has made content audits, updates, and optimization so much easier and faster! You'll be hearing all about it over the next few weeks when it ships to customers 😃
In the meantime, here are some resources that might help with how you think about your knowledge management:
The ultimate guide to knowledge management
Optimize your Help Center for Fin AI Agent
Hi
The idea is that we would be able to upload/connect via jira/paste product updates, and have intercom serve up needed edits & suggest new articles. The main challenge that we currently have is 1) identifying every area where we might need to update an article (super manual), 2) ensuring fin can surface the latest path (vs what may have worked in the past but is now deprecated)
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