Hello Freshworks Community,

I’ve been exploring ways to improve our Knowledge Base so that it not only answers customer questions but also stays updated and easy to navigate. Many times, I’ve noticed that articles can become outdated or too complex, which reduces their effectiveness.

I’d love to hear your input on the following:

1. How often do you recommend reviewing and updating KB articles?

2. What’s the best way to collect feedback from users on specific articles?

3. Are there any Freshworks tools or reports that help track which KB content is most/least useful?

4. How do you balance between keeping content detailed vs. keeping it short and simple?

I believe that a knowledge base should work like a step-by-step guide (similar to clear processes such as 8171 check online CNIC, where each step is listed in order). That style makes it much easier for end-users to follow without confusion.

Looking forward to learning from your experiences and suggestions!

Thank you.