Knowledge Base Content

A knowledge base is essentially a collection of brief articles describing solutions to common problems or queries, built in an interactive medium such as a web site or wiki that enables the user to search for an answer in the context of some business process — usually customer or employee support.

A 20 year veteran of the Knowledge Management discipline, Peter Dorfman has written and edited hundreds of concise, illustrated knowledge base solutions, for dozens of clients supporting a wide variety of products, in 11 different software platforms. He is a certified practitioner and instructor in Knowledge-Centered Support, a set of best practices for knowledge base construction developed by the Consortium for Service Innovation.

He has helped to organize and populate several knowledge bases in the Microsoft SharePoint medium, and oversaw the generation of a knowledge base supporting the Human Resources function at the office technology manufacturer Pitney-Bowes in a wiki platform called Confluence (Atlassian).