How to keep the knowledge base content fresh

Keeping knowledge base content fresh involves an ongoing, systematic process of review, update, and refinement to ensure accuracy, relevance, and value. It is essential and achievable through dedicated processes.

Establish regular review schedules (e.g., quarterly, bi-annually) for auditing content. Implement triggers for immediate review upon product/process changes or reported inaccuracies. Enforce strict version control and clear publication/modification dates. Define roles and responsibilities for content ownership and updates. Maintain robust access controls and backup procedures.

Implement the process by setting a defined update schedule and assigning clear content ownership per topic. Track changes, user feedback, and analytics to identify outdated or underperforming articles. Proactively update content based on triggers and schedule, utilizing version control. Measure success through content accuracy rates, user engagement, search success, and ticket deflection metrics to continuously improve knowledge freshness and maximize user self-service efficiency.