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Best Practices

Knowledge Base Structure Best Practices

Organize internal documentation so systems, SOPs, and operational knowledge are easy to use and maintain.

Overview

A well-structured knowledge base makes it easy for teams to find and maintain SOPs, system docs, and operational knowledge.

Structure principles

  • By audience and use case — e.g. “Sales,” “Support,” “Onboarding,” not just by tool.
  • Single source of truth — One place per topic; link instead of duplicating.
  • Clear naming — Use consistent, searchable titles (e.g. “How to…” or “[System] – [Task]”).
  • Ownership — Assign an owner per section so someone keeps it updated.

Maintenance

  • Review and archive outdated docs on a schedule.
  • Use templates for common doc types (runbooks, SOPs, FAQs).
  • Make “update the doc” part of any process change.

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