Knowing What to Put in Your CRM Knowledge Base

By Lars Helgeson

Your knowledge base is an extension of the collective knowledge of your CRM team. It’s important to document anything you can, to avoid the possibility of employees taking their knowledge when they leave your company.

Store publicly distributed information in your knowledge base. Public corporate documents such as your mission and vision statements, company history, organizational chart, and frequently asked questions are all useful. You can also store internal “how-to” documents, so no individual is the only one who knows how to do something.

CRM knowledge resources
Topics are helpful to store in a CRM.

 

In many ways, a knowledge base parallels your CRM, where you store useful information into a software system for easy recall. Rather than storing sales data about contacts, or marketing data about campaigns, your knowledge base is similar to a company-wide resource for documentation and process.

Knowledge bases are becoming increasingly popular, with the largest example being Google’s search engine. When effectively implemented, knowledge bases cut down on paper, reduce time to research answers to questions, and avoid making mistakes that have already been solved in the past.

After you commit to a knowledge base, you need to maintain regularly. Below is an example of how you can store information in an easily accessible directory and make some articles available to the public. It’s a convenient way to share your knowledge base with leads or clients.

CRM knowledge base resources
Store any resource documents in your CRM for internal or public use.