Give every article an owner and a review date, write new articles from real tickets, and trigger reviews when the product changes. A knowledge base goes stale through neglect, so make maintenance part of the release process.
A maintenance routine
- Tie article reviews to release notes for the affected feature
- Flag articles linked from tickets that reopened
- Retire articles with no views in six months
- Turn the top ten ticket questions each month into articles
Accept that docs will lag
Products change faster than documentation. Support answers that also check code and config stay correct when an article doesn't.
Decimal reads docs alongside code, tickets, and logs. See knowledge base.