April 29, 2024

How do I create a knowledge base or FAQ section using HubSpot?

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Step 1: Access the Knowledge Base Feature

  • Log in to your HubSpot account.
  • Navigate to the "Service" tab located in the main navigation bar.
  • Click on "Knowledge Base" from the dropdown menu.

Step 2: Start Your Knowledge Base Setup

  • Click the "Get started" or "Create a new article" button.

Step 3: Choose a Template

  • HubSpot provides different templates for the knowledge base design. Select the one that aligns best with your branding and requirements.

Step 4: Customize the Look and Feel

  • Adjust the colors, fonts, and layout to match your brand's identity.
  • Add your company logo and any relevant images.

Step 5: Create Categories

  • Think about how you want to structure your knowledge base.
  • Click "Add Category" to begin creating sections. For instance, you can have categories like "Billing," "Product Usage," or "Troubleshooting."

Step 6: Draft Your First Article

  • Within the chosen category, click "Add Article."
  • Write a relevant title and content for the article. Make sure to be clear and concise.
  • Use formatting options, like headers, bullet points, and images, to make the content easily digestible.

Step 7: Optimize for Search

  • Make use of HubSpot’s SEO recommendations tool within the knowledge base editor.
  • Insert relevant keywords to ensure your articles are discoverable both on search engines and within the knowledge base search.

Step 8: Add Related Articles (optional)

  • To enhance user navigation, you can link to related articles at the bottom of each piece.

Step 9: Review and Save

  • Proofread your content to ensure accuracy and clarity.
  • Save or publish the article. If you're not ready to go live, you can choose to save it as a draft.

Step 10: Set Up Feedback Options

  • Activate the option for readers to indicate if the article was helpful. This feedback loop will assist you in continuously improving your content.

Step 11: Customize the Knowledge Base Domain

  • Navigate to the settings icon in the knowledge base tool.
  • Set a custom domain for your knowledge base to make it consistent with your main website.

Step 12: Go Live

  • Once you’re satisfied with the look and content of your knowledge base, click the "Publish" button.
  • Review your live knowledge base, ensuring all links work and the layout looks good on both desktop and mobile.

Step 13: Promote Internally

  • Inform your team about the new knowledge base.
  • Encourage them to familiarize themselves with the content, so they can direct customers or prospects to it when needed.

Step 14: Continuous Updates

  • Regularly review and update your articles to keep them relevant.
  • Track user interactions and feedback to determine which articles are most useful or if there are gaps in the information provided.

Step 15: Monitor and Analyze

  • Utilize HubSpot's analytics tools to monitor the performance of your knowledge base.
  • Track metrics like page views, time spent on pages, and feedback scores to understand user behavior and areas of improvement.