Vanilla Knowledge Sales Talking Point
A knowledge base provides customers with another self-serve support resource. Surveys show that customers prefer online self-service to other forms of support.
The KB is a major new vanilla feature. The official feature name is 'Vanilla Knowledge.'
It was developed due to the high demand from customers. The same team that owns the community often owns other self-serve support and customer engagement channels and would rather not have to add another vendor and go through another procurement process to get a KB. Competing vendors such as Lithium and Salesforce also offer a KB.
Top features:
* Let the community help build your KB. Vanilla Knowledge includes a workflow that lets you create a KB article from a forum post. At the click of a button you can import a post or a question + its accepted answers.
* Create a Guide or Help Center KB. Guide KBs are best suited for instruction manuals or KBs where articles should be consumed in sequential order. A Help Center KB is more suited for a collection of individual articles. Both types support categories.
* Create multiple KBs. Many companies have multiple products or support for multiple languages.
* Built with the same attention to usability and user experience that Vanilla is known for. SEO optimization, search, super fast loading pages, navigation links and automated article summaries make it easy for customers to find content. For authors, the new editor makes it easy to create articles that will display consistently on any device.
* For authors, a revision history automatically saves prior edits of articles and allows you to roll back to a prior version. Nothing is lost.
* Roles and permissions let you chose who can view and who can add KB articles.
* Analytics including the 'Was this helpful' report to show you the articles are most helpful and those that might need to be revised. (Not released yet)
* Full API support. The KB was built 100% on Vanilla's API which lets your dev team integrate the KB.