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Document360’s Feature Spotlight – Private Knowledge Base

Document360’s Feature Spotlight – Private Knowledge Base

Document360’s Feature Spotlight – Private Knowledge Base

Category: Product Update

Last updated on Feb 7, 2022

You must have heard about Wikipedia, which is one of the most popular sites across the world. The main purpose of it is to gather information. Similarly, every business now has its repository of information by creating its own private knowledge base site. It has been one of the most essential things for any business these days as the major focus of any business is to improve organizational agility. With a private knowledge base, you can help your business in many ways like team collaboration, improving productivity, to help the business continue without any hurdles by storing all the knowledge through documentation.

What is a private knowledge base?

A private knowledge base or an internal knowledge base is often used in companies to store in-house information where it enables teams to work together. It acts as a repository for guides, SOPs (Standard Operating Procedures), company projects, policies, etc.,

If you have corporate information that cannot be shared publicly, you will need to limit access so that the information is not visible to the public. The private knowledge base comes in handy in situations where the information is restricted only to the employees and still needs to be accessed online.

A private knowledge base site looks like a website and is secured for authorized users to access any kind of information with authorized login. The knowledge base portal is a place to manage, edit and configure how your knowledge base looks.

Creating a private knowledge base for your internal employees is a great way for organisations to provide employees with important, easy to find information.

However due to the sensitive nature of the information, they prefer it to be private. So there is no risk of sharing private information with the general public.

Check out this video on how to create your own Private Knowledge Base with Document360!

 

Document360 has the below features which cater to Private Knowledge Base

Centralised Collection Of Knowledge

Many companies invest heavily in a knowledge base software for their customers but never bother to maintain an internal knowledge base which can be vital to your employees. There’s no denying as Companies grow they gather a wealth of knowledge and this needs to be managed and maintained and shared throughout the organisation.

Biztalk360 handbook - private knowledge base

 

Example:

  • Employee Handbook (pictured above)
  • HR Policies
  • Standard operating procedures (SOPs)
  • Sales playbook
  • Training Manual

This information kept as private allowing only employees to have access to such company specific documents.

Sometimes support agents can find it tough trying to deal with impatient customers and trying to get to know the nuances of the product to be able to handle any situation. When there are multiple customers who require different documentation to resolve their issues, an easy to use multi customer knowledge base can be crucial to customer support to gain customer confidence.

An intuitive knowledge base software to easily add your content and integrate it with any application. Give Document360 a try!

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Security

Security is a main point of concern now a days lot of companies investing to keep their information secure. There may be multiple teams handling documentation and it will be good to authenticate the users that need access. As the organization grows, you need to focus more on the privacy and security of the documents or any informational assets when it comes to your knowledge base portal. A security group is one of the most useful tools, especially when you must manage a large group of people. This happens in organizations where they offer multiple products or services. In that case, access must be restricted by giving certain access to a certain group of people only.

In that way, security groups help to manage who could access the information and the interesting part here is establishing various levels of security for several types of users.

A security group is a group where you can add members and assign them roles like owner, admin, editor, and draft writer. Each role has its own privileges, and you can also create a custom role. In an organization, there will be several members. For example, there may be a case where you need ten members from the team to be an editor. Instead of selecting each user and assigning the role, you can create a group by selecting all these ten members and assign the roles in one go.

If there’s a group of people who produce content, and you can assign them as draft writers. There may be a few members who are assigned to just edit the documentation and they can be assigned as editors. Very few people or maybe one or two people can manage and access everything and they can be assigned as owners and admins. To make it clear, these are the different roles that can be found in your knowledge base portal:

  • The owner has access to everything across the knowledge base portal
  • The admin has access to everything except billing
  • The Editor can manage documentation and have the right to publish any form of content
  • The draft writer can only add or update the content, but cannot publish any

Here’s an interesting scenario: In case if a team member has added in two security groups, he will have two roles, and the member obviously receives the privileges of a higher role among the two roles. For example, let’s imagine that a person has an Admin role in a group and an editor role in the other. Now Admin is the highest among the two, so the person will obviously possess the admin role.

But do you think this creates confusion? Of course, it does.

Although these are common in organizations, these are not good practices. To avoid that, you can provide a higher role among the two.

There is one more option called custom role which can be customized based on your own needs. Earlier, we had seen the different roles and their meaning. Here, if a member must access just the editing part and the billing part, you can create a custom role under any name you prefer and assign them to the security group you create. Here you can restrict or provide just a few categories you would like the member to access.

Another feature inside the security group is the documentation scope which is optional. For higher roles like Admin or Owner, the documentation scope is set to Project by default. Here the member has access to all the documentation. But for roles like Editor and Writer, you can select the options among Version level and Category level. Version level has different versions like Version 1 and 2.

If you are selecting Version 2, the member has access only to that particular version. And the same goes for the Category level, which again, like different versions have distinct categories and you can restrict the categories to be viewed. This is basically to ensure that a particular team member has access only to a set of versions and categories.

Reader groups

A reader group is created only in a private knowledge base. Also, reader group members have access only to the knowledge base site and not the knowledge base portal. This is the main differentiation between the security group and the reader group. A reader from the reader group has an authorized log-in in order to access the knowledge base site. Reader group is like security groups in terms of restricting access and providing access to a group. Here, the reader groups can be given access or restricted from permissions with the projects, categories, and version levels.

Reader account

Reader accounts are for those who consume content and are created only for private knowledge base users. The reason here is if it is a public knowledge base it can be accessed by anyone. Reader accounts are like team accounts with different roles. The only difference is that the reader account users have access only to the knowledge base site and not the portal side, whereas the team accounts have access to the portal side as well.

Reader account in knowledge base

The reader account can be added with the option Access and Security under settings. Once the user is added, the user can access only the knowledge base site, and since it is a private knowledge base the user has to login through credentials.

An intuitive knowledge base software to easily add your content and integrate it with any application. Give Document360 a try!

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Review & Commenting

Team-work writing of articles (by commenting on articles) is possible by increasing Collaboration between Editors & Draft Writers by having a review process in place so Editors can assess the articles before they are published.

Review  and commenting in knowledge base

SSO Enteprise Login

Have a SSO login for both the private knowledge base website and the portal for quick and easy access.

Category Management

Easy organization of articles using the Category manager enables self-learning and allow the user to easily browse through categories.

category management in knowledge base

Fast Search

Document360’s each website has a search icon in the right-hand side of the ribbon. This icon runs along the top of the documentation when clicked. It has a fast intelligent, intuitive search that answers questions as you type. Add Tags to make sure the correct articles pop up when you search on those keywords.

Search bar in knowledge base

Steps to Create a Private Knowledge Base

  1. Create and set a project as private – Create a project in Document360 with an appropriate name which will be used for the domain(this can be changed later) and with the flick of a switch make it Private.
  2. Invite users with different roles – Add the users who will should be able to access the private knowledge base with appropriate rights.
  3. Appearance customization
    • Pick colours & themes like your company Logo
    • Build & Publish your landing page
  4. Add a category/Add an article – Build your articles in Document360 using the Markdown editor that is super easy & intuitive to use. Forget about what size, colour and just concentrate on content. Using the quick formatting Toolbar decide the look of the document. Make sure to have the important sections in H2 Header so it automatically comes up in the Table of contents.
    • Use the Article level Settings to set up
      • Tags – for easy retrieval while searching
      • Mark them as ‘New
      • Enable table of contents
  5. Send for review /Comment & Then Hit Publish! – Send the article for review to an Editor who has the capability to Publish. The Editor can make comments in the Article asking the writer to make some improvements, which the aforementioned writer can then implement
  6. Login to your private portal – Login to your private knowledge base using your own credentials!

Document360 login page

Organization & communication are key to have your business running like a well-oiled machine. Create a robust private knowledge base that benefits your employees and in turn your customers. Document360 helps you to enable users on both sides of the interaction to find what they are looking for – KNOWLEDGE!

Are you interested in building your private knowledge base – Check out Document360!

Rochelle Saldanha

Oct 15, 2018