In 2018, we launched Service Hub, replete with a help desk, feedback tool, and knowledge base. Now, with Service Hub well on its way to the toddler stage, we thought we’d share with you some of our most recent Service Hub updates, starting with our knowledge base.

Before we dive in, here's a quick recap: a knowledge base is an online database that stores information about a specific company, their products or services, or related industry topics. With Service Hub Professional or Enterprise, you have the ability to create your own knowledge base.

Access Your Knowledge Base in HubSpot

Here are the four knowledge base updates we’re going to talk about today:

  1. Custom templates
  2. Call outs
  3. Tables
  4. Support form


1. Custom Templates

You now have more control over the look and feel of your knowledge base. Choose a template from a number of different options that enhance the design of you knowledge base and tie it closer to your brand. You can also add descriptions and images to categories as well as customize the font.

To use custom templates, go to "service," click "knowledge base," and then "customize template."

The template editor will look like this:



2. Call Outs

If you’ve ever read a knowledge base article before, you’ve probably found yourself skimming the content as opposed to reading every word. Therefore, when writing a knowledge base article, it’s important to highlight the most important words, phrases, and/or sentences. Call outs provide users colorful text box areas that will draw readers' attention to the information that matters most.

You also have the option to customize your call out based on color. Pro tip: For all your knowledge base articles, use the same color for the same type of callout. For example, all warnings should be orange, all tips should be blue, etc.

To insert a call out, when writing a knowledge base article, click "insert" and then "call out."



3. Tables

Sometimes, a paragraph of text isn’t the best way to convey certain information. Now, you can insert tables into your knowledge base to display such information appropriately.

Tables in your knowledge base article look like this:

TableEdit (1)-1

4. Support Form

Your knowledge base should be the first place your customers turn when they have a query regarding your product or service. In the cases where the customer is unable to find the information they require, they should not be left at a loss as to what to do next. Adding the support form to your knowledge base allows customers to reach out to you when they are unable to help themselves.

To put a support form on your knowledge base, navigate to "knowledge base," and then "customize template." From there, go to "navigation bar" and switch on the support form.




As your business grows, we want to make sure our tools grow with you. Stay tuned for blog posts on help desk and feedback tool updates next!

Want to connect with others on HubSpot tips, tricks, and updates? Head over to the HubSpot Community to join a conversation or start one of your own.

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Originally published Dec 10, 2019 11:00:00 AM, updated December 10 2019