As part of our support ticketing for the Health Academy at Lancashire Teaching Hospitals, I noticed that the platform we use, Freshservice, contained a Knowledge base feature for tutorials and answering questions.
Once the feature was activated I set to work in building the knowledge base. Focusing on presenting and using the Health Academy AV at first, my article count quickly grew to 85 and growing, covering topics around basic IT troubleshooting and use of our different instructional tools. During the COVID-19 pandemic I recently expanded to include articles on Microsoft 365 and Microsoft Teams. This allowed those using the platform for the first time to learn the basics and have an organisation-specific reference guide.
The knowledge base is free for all to access and can be visited here: https://lthtreducationcentres.freshservice.com/support/solutions