Architecting a Better Knowledge Base
summary
A process that turns raw interactions into repeatable outcomes: a 3-person support team services thousands of customers, builds an internal tracking tool to record contacts, spending tiers and rollout metrics, and repackages every solution into a separate GitHub repo with scripts and Terraform. Roles rotate between administrators and orchestrators for signoff. A learned pitfall: the health-score algorithm failed to capture perception, so qualitative validation and customer buy‑in remain essential.
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chapters (6)
- 0:00Introduction
- 1:43What is a Knowledge Base
- 6:13The Theory
- 11:29Implementation
- 17:31Outcome
- 19:07Summary
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