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%3CDIV%20class%3D%22lia-message-template-content-zone%22%3E%3CLINGO-SUB%20id%3D%22lingo-sub-105259%22%20slang%3D%22en-US%22%3EBuilding%20a%20TKB%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-105259%22%20slang%3D%22en-US%22%3E%3CP%3EHi%2C%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EHow%20did%20you%20build%20your%20TKB%3F%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EWe%20don't%20have%20it%20yet%20...%20but%20I%20think%20it%20would%20be%20great.%20To%20start%20with%20I'd%20like%20to%20build%20it%20for%20our%20internal%20community%20and%20learn%20from%20that%20for%20external%20(that's%20our%20typical%20plan!).%20How%20long%20did%20it%20take%20for%20you%20to%20build%20up%20a%20TKB%3F%20Is%20it%20successful%3F%20How%20do%20you%20measure%20the%20success%3F%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EWe%20have%20an%20extensive%20knowledgebase%20that%20I'd%20like%20to%20replace%20with%20a%20TKB%20...%20if%20I%20can%20be%20fairly%20sure%20that%20it%20would%20be%20a%20good%20replacement%2C%20of%20course.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EDoes%20anyone%20have%20any%20success%20stories%20for%20me%3F%20%3CIMG%20class%3D%22emoticon%20emoticon-smileyhappy%22%20id%3D%22smileyhappy%22%20src%3D%22https%3A%2F%2Fip1.i.lithium.com%2F7a18afb44691a76d967d2d0f0529f01c691f811f%2F687474703a2f2f6c6974686f7370686572652e692e6c69746869756d2e636f6d2f692f736d696c6965732f31367831365f736d696c65792d68617070792e706e67%22%20alt%3D%22Smiley%20Happy%22%20title%3D%22Smiley%20Happy%22%20%2F%3E%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EThanks!%3C%2FP%3E%3CP%3ELorna%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-178395%22%20slang%3D%22en-US%22%3ERe%3A%20Building%20a%20TKB%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-178395%22%20slang%3D%22en-US%22%3E%3CP%3EPut%20yourself%20into%20the%20shoes%20of%20the%20end%20users%20and%20think%20of%20the%20best%20way%20you%20want%20the%20TKB%20to%20be%20categorised%20when%20you%20are%20looking%20for%20a%20specific%20article.%20Design%20it%20according%20to%20the%20UX.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-177895%22%20slang%3D%22en-US%22%3ERe%3A%20Building%20a%20TKB%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-177895%22%20slang%3D%22en-US%22%3E%3CP%3EWe%20are%20also%20looking%20at%20TKB.%20%26nbsp%3BI'm%20curious%20to%20hear%20if%20your%20TKB%20projects%20got%20off%20the%20ground%20successfully.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EThanks!%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-116573%22%20slang%3D%22en-US%22%3ERe%3A%20Building%20a%20TKB%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-116573%22%20slang%3D%22en-US%22%3E%3CBLOCKQUOTE%3E%3CHR%20%2F%3Eflyingdoormat%20wrote%3A%3CBR%20%2F%3E%3CP%3EHi%20all%2C%3C%2FP%3E%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%3CP%3EWe're%20exploring%20this%20option%20at%20the%20moment.%20The%20prospect%20of%20re-publishing%20thousands%20of%20Support%20Notes%20currently%20in%20RightNow%20doesn't%20appeal%20that%20much%20though!%3C%2FP%3E%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%3CP%3EOur%20main%20concern%20is%20the%20lack%20of%20categorisation%2Fsorting%20options.%20Search%20isn't%20everything%2C%20particularly%20when%20you%20have%20so%20many%20articles%20and%20products%20it%20can%20quickly%20get%20overwhelming%20for%20users.%20We%20would%20love%20to%20be%20able%20to%20guide%20the%20user%20to%20the%20right%20article%20-%20eg.%20Let%20them%20choose%20what%20product%20they%20are%20using%2C%20then%20what%20type%20of%20problem%20they%20are%20having%2C%20then%20present%20them%20with%20a%20list%20of%20relevant%20articles.%3C%2FP%3E%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%3CP%3EJason%3C%2FP%3E%0A%3CHR%20%2F%3E%3C%2FBLOCKQUOTE%3E%0A%3CP%3ELabels%20are%20available%20within%20TKB%20which%20can%20help%20a%20great%20deal%20when%20it%20comes%20to%20sorting%20the%20subject%20matter%20and%20topics%20of%20knowledge%20base%20content.%20The%20lithosphere%20TKB%20is%20also%20using%20labels%20-%26nbsp%3B%3CA%20href%3D%22http%3A%2F%2Fcommunity.lithium.com%2Ft5%2Fsupport-knowledge-base%2Ftkb-p%2Flisupport%2540tkb%22%20target%3D%22_blank%22%20rel%3D%22noopener%20noreferrer%22%3Ehttp%3A%2F%2Flithosphere.lithium.com%2Ft5%2Fsupport-knowledge-base%2Ftkb-p%2Flisupport%2540tkb%3C%2FA%3E%3C%2FP%3E%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-115971%22%20slang%3D%22en-US%22%3ERe%3A%20Building%20a%20TKB%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-115971%22%20slang%3D%22en-US%22%3E%3CP%3EYou%20might%20find%20the%20%3CA%20href%3D%22http%3A%2F%2Fcommunity.lithium.com%2Ft5%2FLithys-Social-Customer%2FLithys-2011-Best-Community-Story-or-Anecdote-Lenovo%2Fidi-p%2F25036%22%20target%3D%22_blank%22%20rel%3D%22noopener%20noreferrer%22%3ELenovo%20Lithy%20winning%20entry%3C%2FA%3E%20gives%20you%20some%20interesting%20ideas.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-114287%22%20slang%3D%22en-US%22%3ERe%3A%20Building%20a%20TKB%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-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Advisor
Advisor

Building a TKB

Hi,

 

How did you build your TKB?

 

We don't have it yet ... but I think it would be great. To start with I'd like to build it for our internal community and learn from that for external (that's our typical plan!). How long did it take for you to build up a TKB? Is it successful? How do you measure the success?

 

We have an extensive knowledgebase that I'd like to replace with a TKB ... if I can be fairly sure that it would be a good replacement, of course.

 

Does anyone have any success stories for me? 🙂

 

Thanks!

Lorna

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Honored Contributor Honored Contributor
Honored Contributor

Re: Building a TKB

Hi all,

 

We're exploring this option at the moment. The prospect of re-publishing thousands of Support Notes currently in RightNow doesn't appeal that much though!

 

Our main concern is the lack of categorisation/sorting options. Search isn't everything, particularly when you have so many articles and products it can quickly get overwhelming for users. We would love to be able to guide the user to the right article - eg. Let them choose what product they are using, then what type of problem they are having, then present them with a list of relevant articles.

 

Jason

Generic1.jpg

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Lithium Alumni (Retired) Lithium Alumni (Retired)
Lithium Alumni (Retired)

Re: Building a TKB

You might find the Lenovo Lithy winning entry gives you some interesting ideas.

“It's such a fine line between stupid, and uh...”
David St. Hubbins
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Khoros Guru
Khoros Guru

Re: Building a TKB


flyingdoormat wrote:

Hi all,

 

We're exploring this option at the moment. The prospect of re-publishing thousands of Support Notes currently in RightNow doesn't appeal that much though!

 

Our main concern is the lack of categorisation/sorting options. Search isn't everything, particularly when you have so many articles and products it can quickly get overwhelming for users. We would love to be able to guide the user to the right article - eg. Let them choose what product they are using, then what type of problem they are having, then present them with a list of relevant articles.

 

Jason


Labels are available within TKB which can help a great deal when it comes to sorting the subject matter and topics of knowledge base content. The lithosphere TKB is also using labels - http://lithosphere.lithium.com/t5/support-knowledge-base/tkb-p/lisupport%40tkb

 

 

..........................

Lisa Bidder
Principal Community Strategist & Global Lead
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Commentator
Commentator

Re: Building a TKB

We are also looking at TKB.  I'm curious to hear if your TKB projects got off the ground successfully.

 

Thanks!

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Valued Contributor
Valued Contributor

Re: Building a TKB

Put yourself into the shoes of the end users and think of the best way you want the TKB to be categorised when you are looking for a specific article. Design it according to the UX.

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