KB-GUIDE-001: How to Create a Knowledge Base (KB) Article

How to Create a Knowledge Base (KB) Article

Document ID: KB-GUIDE-001
Version: 1.0
Date: 28/09/2025
Author: Ante Crvelin
Audience: IT Service Desk, IT Operations, Knowledge Managers
Scope: Applies to creating and publishing Knowledge Base (KB) articles in FreshService using the Makita KB Template.

1. Overview & Purpose

This KB provides a step-by-step guide on how to create Knowledge Base articles using the standard Makita KB Template. The goal is to ensure all KBs are consistent, searchable, and useful for both Service Desk and end users.

💡 Makita Service Desk Tip

Always check if a KB already exists before creating a new one.
Keep titles short, clear, and focused on the issue.
Use tags for search optimisation.

2. Prerequisites

Access to FreshService with permissions to create KBs.
Knowledge of the issue, fix, or process you are documenting.
Screenshots or commands ready to insert.

3. Procedure / Resolution Steps

Step 1 – Decide if it’s a KB or Procedure

KB Article = A specific issue, fix, or how-to (e.g., “Fix Photos App Crash”).
Procedure = A repeatable business process (e.g., “User Offboarding”).
➡️ If in doubt, ask: “Am I documenting a fix or a process?”

Step 2 – Use the KB Template Structure

All KBs should follow the standard Makita KB format:

Overview & Purpose
Makita Service Desk Tip
Prerequisites
Procedure / Resolution Steps
Validation / Testing
Troubleshooting
Risks / Considerations
Related Articles / References
Revision History
Tags

Step 3 – Create a New KB in FreshService

In FreshService, navigate to: Solutions → Add New.
Select Category (e.g., PowerMaster, AD, Zebra Printers).
Enter Title (e.g., “Unflagging Job Cards”).
Paste in the KB Template structure.
Fill in each section with details from your issue.
Add Tags for searchability.

(📷 Placeholder – FreshService “Add New Solution” screen)

Step 4 – Add Placeholders for Screenshots

Insert 📷 Screenshot Placeholder notes where images are needed.
Save screenshots into FreshService once available.

Step 5 – Review and Publish

Double-check spelling, formatting, and consistency.
Update the Revision History section (Version, Date, Author, Change).
Publish and assign visibility (Service Desk only, or All Users if end-user facing).

4. Validation / Testing

Search for the KB title in FreshService and confirm it appears.
Confirm tags bring up the article in related searches.
Validate steps are accurate by walking through them or testing.

5. Troubleshooting

Duplicate KB found: Merge new info into existing KB.
Formatting issues: Use FreshService's rich text editor for headings/lists.
Not searchable: Ensure tags are added.

6. Risks / Considerations

Creating duplicates reduces KB effectiveness.
Poorly written KBs slow down the Service Desk.
Always follow the template for consistency.