In a hypothetical company, everyone knows how to handle an unusual order. More precisely, everyone knows whom to ask. When that person goes on holiday, the procedure packs its bags too.
Start the knowledge base with questions that genuinely interrupt the team.
Collect questions rather than folders
Ask employees to record recurring difficulties: changing an order, routing a complaint or finding the current template. Article titles should use the language of those questions.
Bitrix24 Knowledge Base 2.0 supports articles and shared links subject to permissions. Its interface is described in the official guide. Check version availability in your portal.
Start with a few frequently needed topics. An empty structure containing dozens of sections rarely answers faster than a colleague.
Write around an action
A useful article has:
- the situation it applies to;
- a sequence of steps;
- an example outcome;
- exceptions and the responsible person’s contact.
Separate action from explanation. Someone solving an urgent problem needs a clear route first. Details and reasons can follow below.
Name an owner and review date. If a screen changes or a rule is withdrawn, responsibility for updating the text should be clear. Mark obsolete instructions or remove them from the working route.
Test without the author’s help
Give the material to someone who has not done the task before. Ask them to follow the steps and mark anything unclear. Separately check access to the article, attachments and linked templates using their role.
Success means they can complete the action. Page count measures pages, nothing more.
Discuss the setup with QQDev through a Bitrix24 audit. Bring recurring questions and one difficult instruction. The aim is for your colleague’s holiday to stay a holiday, rather than become support duty from a beach chat.