The Knowledge Base System
A system for deciding structure, naming, and article roles before documentation starts to drift.
Instead of fixing documentation after it breaks, the Knowledge Base System defines structure upfront, so content stays clear and consistent as the knowledge base grows from dozens of articles to hundreds and beyond.
How the System Is Structured
The system is built around a small set of structural decisions made upfront.
Once these decisions are set, they don’t change. They’re reused every time new content is added.
The system defines:
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A stable category structure based on user intent
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A limited set of article types, each with a single role
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Predictable naming patterns
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Clear placement rules that prevent overlap
The structure stays stable as the knowledge base grows.
Why Writing More Doesn’t Fix Structural Problems
When a knowledge base starts to feel messy, the usual response is to write more.
But without clear structure, writing more only adds weight. What looks like a content problem is usually a structural one.
Without shared rules for where content belongs, what role it plays, and how it’s named, every new article just creates more noise.
What the System Handles for You
Once the structure is in place, the system takes over a set of decisions that are otherwise made repeatedly and inconsistently.
It defines:
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Where each type of content belongs
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What role an article is allowed to play
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How titles are formed
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How new content fits without restructuring
These decisions don’t need to be revisited as the knowledge base grows.
Teams can focus on writing and maintaining content, while the structure stays the same.
The Core Building Blocks
Knowledge base architecture
Defines where content lives. A stable category structure that doesn’t change as the knowledge base grows.
Fixed article types
Defines what each article is allowed to do. Tasks, explanations, and troubleshooting stay distinct.
Consistent naming standards
Defines how titles are formed so meaning is predictable.
Placement rules
Defines where content belongs, so decisions don’t have to be made repeatedly.
Works Across Tools
You don’t need to change tools.
It works in Notion, Zendesk, Intercom, Confluence, and custom setups. The structure lives in how content is organized, not in platform features.
How Teams Use the System
Teams don’t apply the system all at once.
Most start by using it for new articles, then gradually bring existing content into alignment over time. The same structure applies whether one person is writing or multiple teams are contributing.
Once teams understand the structure, they choose how much help they want in applying it.
Two Ways to Use the System
Teams typically apply the system in one of two ways.
Some want clear direction and implement it themselves. Others prefer hands-on support to move faster and avoid trial and error.
Both paths use the same system. The difference is how much help you want.
Option 1: Build It Yourself (DIY)
Best if you:
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Want clear direction and established rules without hiring external help
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Are building or fixing documentation in-house
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Need structure, templates, and rules you can follow immediately
You get:
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The complete system architecture
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Naming standards and article templates
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Placement guide and a roadmap for what to write first
Option 2: Build It Together
Best if you:
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Want to apply the system quickly and correctly
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Need momentum without trial and error
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Want experienced guidance and hands-on help applying the system
We use the same system – architecture, naming, templates, and placement rules – but apply it together, directly to your knowledge base.
This path includes:
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Short, focused engagements (Sprint, Build, or Reset)
- No long-term retainers
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Hands-on structure and content decisions
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A knowledge base your team can maintain after we’re done
Book a free strategy call to review your current knowledge base and decide what makes sense.
Where to Start
Start by applying the Knowledge Base System to your documentation. Most teams begin with new articles and bring existing content into alignment over time.
FAQ
What exactly is the Knowledge Base System?
It’s a structured framework for deciding how documentation is organized, named, and maintained. It defines article roles, naming standards, and placement rules so content stays clear as it grows.
It’s not a tool and not a content library. It’s the system behind how documentation works.
Is this a course or documentation I need to read through?
It’s delivered in a course-style layout, but it’s not a traditional course. The lessons contain downloadable PDFs and templates that are meant to be used while you’re working on your knowledge base.
The system is designed to be applied directly to real content. You reference the materials as you structure, name, and place articles, rather than studying them end to end.
Will this work for an existing knowledge base?
Yes. Many teams apply the system to new content first and bring existing articles into alignment over time. You don’t need to fix everything at once for the system to work.
Does this work for large knowledge bases with hundreds or thousands of articles?
Yes. The system is designed to hold as content scales. Clear structure, naming rules, and defined article roles are what allow large knowledge bases to stay usable over time.
What tools does this work with?
The system is tool-agnostic.
It works in Notion, Zendesk, Intercom, Confluence, HelpScout, custom CMSs, and internal tools. The rules focus on structure, naming, and content purpose, not platform features. If you change tools later, the system still holds.
Is this "AI-ready"?
Yes, by design. Clear structure, predictable naming, and defined article types make content easier for AI tools to retrieve, summarize, and reuse accurately. AI works best when the underlying content system is clean.
How long does it take to apply the system?
Teams usually start seeing benefits as soon as they apply the rules to new content. Full alignment depends on content volume and complexity, but the system doesn’t require a full rewrite to be useful.
Is this only for SaaS companies, or does it work for other products too?
No.
While many examples come from SaaS and product teams, the system works for any growing knowledge base where content needs to stay clear, searchable, and maintainable over time.
Starting smaller?
If you’re at an early stage and only need help with your first articles, the Knowledge Base Starter Kit covers the initial structural decisions so you can begin without overthinking.