kb/kb_maintenance.md

📘 4. How to Maintain and Update a Knowledge Base Effectively

A KB becomes outdated quickly without proactive management.

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1. Set Review Cycles

• Product features → every 3 months
• Policies → every 6 months
• FAQs → yearly
• Troubleshooting → ongoing

Assign deadlines and owners.

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2. Create a Governance Model

Define who:

• Writes
• Reviews
• Approves
• Publishes

Governance keeps quality consistent.

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3. Use Version Control

Track:

• Changelogs
• Archived versions
• “Last updated” dates

Avoid silent updates.

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4. Tie KB Updates to Product Releases

Each product update should trigger:

• Article updates
• Screenshot checks
• Removal of outdated content

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5. Leverage Feedback Loops

Use:

• Search analytics
• Chatbot fallbacks
• Support interactions
• Agent suggestions

Content evolves with user behavior.