A knowledge base isn’t just a library of answers—it’s your IT team’s most scalable teammate. Done right, it deflects common questions, accelerates resolutions, and frees your internal support teams from answering the same things on repeat.
But here’s the thing: most knowledge bases underperform not because of what’s in them, but because of how they’re managed. If your documentation is scattered, inconsistent, or hard to find, it’s not helping anyone.
In this article, we’re covering 10 best practices that’ll help you build and maintain a knowledge base that actually reduces internal workload. We’ll also show you how Siit makes it easier to manage, surface, and track knowledge across Slack and Microsoft Teams—without the admin headaches.
1. Choose the Right Tool and Make It Accessible
Let’s start with the foundation. Whether you're using Notion, Confluence, or Google Workspace, your KB needs to be:
- Centralized (no random drive folders)
- Accessible across teams
- Integrated into your internal support workflows
With Siit, you can connect your knowledge base directly to your Slack or Teams helpdesk. Articles can be surfaced in conversations, bots, and the self-service portal—so your team doesn’t have to dig through tabs to find help.
2. Standardize Your Article Format
Inconsistent documentation is confusing to read—and painful to write.
Create a simple, repeatable structure for every article. A good format includes:
- A quick summary
- Who the article applies to
- Step-by-step instructions or policy content
- Relevant links or request forms
With Siit, you can reuse Response Templates that link knowledge to replies and maintain consistent formatting across teams. Bonus: it helps new contributors document without second-guessing.
3. Tag and Categorize Articles for Searchability
Even the best content is useless if no one can find it.
Use tags to organize articles by:
- Department (HR, Finance, Ops)
- Tool or system (Okta, Jamf, Asana)
- Request type (Access, Troubleshooting, Policy)
Siit uses these tags to power better AI Article Suggestions, improving deflection rates and ensuring the right docs surface before someone submits a request.
4. Connect Your KB to Request Intake Workflows
Knowledge works best when it’s part of the process—not an afterthought.
When employees submit service requests from Slack or Teams, Siit can automatically suggest relevant articles before the request is created. This deflects tickets, speeds up resolutions, and keeps things moving.
And if the article doesn’t solve the problem? The user can still submit a request, with all the context already captured.
5. Turn Resolved Requests Into New Articles
Every support request is a potential doc. Don’t let tribal knowledge disappear into Slack threads.
Siit allows IT admins to:
- Flag resolved requests with no related documentation
- Turn frequent support answers into new articles
- Attach those articles to future requests via Response Templates
This way, your KB grows naturally—without needing a separate project to “go update the docs.”
6. Keep Articles Up to Date With Review Triggers
Stale documentation erodes trust. If an article’s out of date, employees will stop relying on your KB altogether.
Set up review cadences by:
- Assigning owners for each article
- Creating quarterly review cycles by category
- Using Siit’s usage data to highlight underperforming docs
You can also trigger reviews based on tool changes (e.g., Jamf rollout updated? Update the Mac setup guide).
7. Assign Ownership for Each Article
Everyone loves documentation. No one wants to own it.
Change that by assigning article ownership by:
- Team (IT owns device setup; HR owns onboarding)
- System (e.g., one person owns all ClickUp docs)
- Lifecycle (e.g., enablement team owns onboarding flow docs)
Siit allows you to tag contributors and owners, so there’s always accountability when something needs a refresh.
8. Embed Knowledge in Slack and Teams Conversations
Documentation shouldn’t live in a silo.
With Siit, IT admins can:
- Insert links to documentation using Response Templates
- Let Slack/Teams bots surface help docs during requests
- Push content directly into threads instead of sending employees away
This keeps knowledge flowing in the same place where support happens—so no one has to context-switch to get help.
9. Track Usage and Deflection With Analytics
If you’re not measuring your KB, you’re flying blind.
Siit’s Analytics & Reporting gives you:
- Article usage metrics (what’s viewed vs. what’s ignored)
- Deflection rate (how many requests were avoided thanks to knowledge)
- Article click-through from Slack, Teams, and the Self-Service Portal
- Resolution speed with vs. without documentation
These insights help you prioritize updates and improve your documentation based on what real people are using.
10. Create Department-Specific Article Views
Different teams = different needs.
Siit lets you build department-specific views using Tags and Saved Views so HR, Finance, Ops, and IT can:
- Quickly see docs relevant to their workflows
- Use the Self-Service Portal to access curated knowledge collections
- Submit requests tied to content that’s personalized to their role
It’s a small change that makes a big impact on adoption.
Documentation Is a Workflow, Not a Project
The best knowledge bases don’t live on a dusty wiki. They live in conversations. In workflows. In bots and Slack threads and self-service portals.
With Siit, knowledge doesn’t just sit in a repository—it becomes embedded into every support interaction:
- Suggested automatically before a request is even submitted
- Attached to replies with Response Templates
- Measured and improved with usage data
That’s the difference between a static doc and a scalable knowledge engine.
Sign up for a free trial and build a smarter, more self-sufficient helpdesk—powered by documentation your team will actually use.
