How to Set Up a Knowledge Base in Hubspot Service Hub

In this guide, we will walk you through how to set up a knowledge base in Hubspot Service Hub, ensuring that your business provides seamless and well-structured self-service solutions. And reading the guide, reach out to a Hubspot Administrator to see how they can help your business.

Step 1: Access the Knowledge Base Tool in Hubspot

To begin setting up your knowledge base, follow these steps:

1. Log in to your Hubspot account.
2. Navigate to Service Hub from the top navigation bar.
3. Click on Knowledge Base under the "Service" section.
4. If this is your first time, click "Set Up Knowledge Base" to begin.

Once inside, you will have access to the tools necessary to create, manage, and organize content for your knowledge base.

Step 2: Customize Knowledge Base Settings

Before adding content, configure the basic settings of your knowledge base to align with your brand and audience.

Name and Domain Settings:

• Choose a name that clearly represents your knowledge base (e.g., "Support Center" or "Help Desk").
• Select a custom domain or subdomain where your knowledge base will be hosted (e.g., help.yourcompany.com).

Branding and Design:

• Add your company logo and brand colors to maintain consistency.
• Customize the layout and navigation to improve user experience.
• Set a default language for your knowledge base content.

Permissions and Access:

• Choose whether your knowledge base is public or restricted to specific users.
• If you want to provide exclusive content for logged-in customers, enable authentication.

Step 3: Create Your First Knowledge Base Article

Now that your knowledge base is set up, it's time to start adding content.

Click "Create Article"

• In the Knowledge Base dashboard, click "Create Article."
• Choose whether to create a new article from scratch or use a predefined template.

Write a Clear and Informative Article

A well-structured knowledge base article should include:

• A Clear and Concise Title – Use keywords that match customer search queries (e.g., "How to Reset Your Password").
• An Introduction – Provide a brief summary of what the article covers.
• Step-by-Step Instructions – Use bullet points or numbered lists to guide customers.
• Screenshots and Videos – Include visual aids to make instructions clearer.
• Common Issues and Solutions – Address frequently asked questions related to the topic.
• CTA for Additional Help – End with a call-to-action (CTA) for contacting support if needed.

Optimize for SEO

• Use primary keywords in the title, headings, and meta description.
• Add alt text to images for better search visibility.
• Link related articles to improve internal linking and navigation.

Publish the Article

• Preview the article before publishing to check formatting and accuracy.
• Click "Publish" once satisfied.

Step 4: Organize Your Knowledge Base Content

A structured knowledge base improves usability and searchability. Organize your content with categories and tags:

Create Categories:

• Group related articles under categories (e.g., "Billing," "Technical Support," "Getting Started").
• This helps customers navigate easily and find relevant information.

Use Tags for Better Searchability:

• Assign tags to articles based on key topics (e.g., "password," "login," "troubleshooting").
• This improves search functionality within the knowledge base.

Step 5: Enable Search and Navigation Tools

To help customers find answers faster, configure the search bar and navigation settings:

• Enable auto-suggestions in the search bar.
• Set up featured articles for commonly asked questions.
• Add a "Related Articles" section at the bottom of each post.

By optimizing search functionality, you can ensure that customers get quick and accurate answers without reaching out to support.

Step 6: Automate and Update Content Regularly

To keep your knowledge base relevant, automate content updates and monitor performance:

Track Article Performance:

• Use Hubspot’s analytics dashboard to measure:
  • Article views
  • Search performance
  • Customer feedback ratings
• Identify articles that need improvement or updates.

Set Up Automated Suggestions:

• Use chatbots to suggest relevant knowledge base articles in live chat.
• Integrate with support tickets so customers receive recommended articles before submitting a request.

Regularly Update Content:

• Keep information accurate and up to date.
• Refresh outdated articles and add new content as needed.
• Collect customer feedback to improve existing articles.

Step 7: Promote Your Knowledge Base

After setting up your knowledge base, ensure customers know it exists by promoting it through various channels:

• Add a "Help Center" link in your website navigation.
• Include knowledge base links in customer service emails.
• Use pop-ups or chat widgets to guide users to relevant articles.
• Train your support team to reference knowledge base articles in responses.

A well-promoted knowledge base can significantly reduce support requests and improve customer satisfaction.

Final Thoughts