Purpose: Standardize how internal wiki articles are created, organized, reviewed, and published.

Most WordPress knowledge base plugins allow administrators to create articles through the WordPress dashboard using a dedicated “Knowledge Base” menu. Articles are typically assigned to categories/sections so employees can easily find information.

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Overview

The ValueBrands Knowledge Base is the company’s internal information system used to store:

• Company policies
• Standard operating procedures (SOPs)
• Employee training documents
• Office procedures
• Customer service processes
• Department instructions
• Software guides
• Safety procedures
• Equipment documentation

All office administrators are responsible for ensuring new information is:

✅ Accurate
✅ Properly categorized
✅ Easy to understand
✅ Reviewed before publishing

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Creating a New Knowledge Base Article

Step 1 — Login to WordPress Admin

1. Open the WordPress administration portal.
2. Login using your assigned office administrator account.
3. Navigate to the Dashboard.

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Step 2 — Open Knowledge Base

From the left-side menu:

Knowledge Base → Add New Article

(The exact wording may vary depending on the installed plugin. Many plugins use options such as “Add New Article” or “Knowledge Base → Add New.”)

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Step 3 — Create Article Title

The title should clearly explain what the article covers.

Good Examples:

✅ How To Create A New Customer Account
✅ Employee Vacation Request Process
✅ Vehicle Daily Inspection Procedure
✅ How To Submit A Purchase Order

Avoid:

❌ Important Information
❌ New Process
❌ Read This
❌ Update

The title should allow employees to find the article through search.

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Step 4 — Select Article Category

Every article must be placed into the correct knowledge base section.

Example ValueBrands structure:

Corporate Operations

• Company Policies
• Office Administration
• Human Resources
• Finance Procedures
• Customer Management

Field Operations

• Landscaping Procedures
• Small Engine Repair Procedures
• Equipment Operations
• Safety Procedures

Technology

• WordPress
• Jobber CRM
• Email Systems
• Software Guides

Training

• New Employee Training
• Supervisor Training
• Required Certifications

Categories keep the knowledge base organized as it grows. WordPress knowledge base systems commonly use sections/categories to organize articles.

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Step 5 — Write Article Content

Use the company standard format.

Article Template

Purpose

Explain why this procedure exists.

Example:

This article explains the process for creating a new customer record to ensure all customer information is accurately entered into company systems.

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Procedure

List steps in order.

Example:

1. Login to the customer management system.
2. Select “New Customer.”
3. Enter customer contact information.
4. Confirm address and service details.
5. Save the customer profile.

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Important Notes

Include warnings, requirements, or exceptions.

Example:

• Do not create duplicate customer profiles.
• Verify customer phone numbers before saving.
• Only authorized employees may modify billing information.

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Related Articles

Link supporting documents.

Example:

• Customer Billing Procedure
• New Client Setup Checklist
• CRM User Guide

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Step 6 — Add Images or Documents (If Required)

Use attachments when helpful:

Examples:

• Screenshots
• Forms
• Checklists
• Training PDFs
• Process diagrams

Images should only be added when they improve understanding.

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Step 7 — Review Before Publishing

Before publishing, confirm:

☐ Correct category selected
☐ Title is clear
☐ Instructions are accurate
☐ Spelling checked
☐ Links work
☐ Screenshots are updated
☐ No confidential information included

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Step 8 — Publish Article

When complete:

1. Select Publish
2. Confirm article visibility settings.
3. Verify the article appears correctly in the knowledge base.

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Article Naming Standards

Use this format:

[Department] – [Process Name]

Examples:

• Office Administration – Creating New Customer Accounts
• HR – Employee Onboarding Process
• Finance – Invoice Approval Procedure
• Safety – Daily Vehicle Inspection Requirements

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Updating Existing Articles

When changing an existing article:

1. Open the article.
2. Review previous content.
3. Update only required sections.
4. Add the update date.
5. Save changes.
6. Notify affected departments if the change impacts operations.

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Knowledge Base Quality Standards

Every ValueBrands knowledge base article should be:

Simple

Written so a new employee can understand it.

Action-Based

Employees should know exactly what to do.

Current

Outdated procedures must be updated or removed.

Consistent

All departments should follow the same documentation style.

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Office Administrator Responsibility

Office administrators are responsible for:

• Creating approved knowledge base articles
• Maintaining article accuracy
• Organizing categories
• Reviewing outdated information
• Supporting employee access
• Ensuring company procedures remain documented