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Knowledge Base - Tips and Best Practices

Practical guidance for getting the most value from the Knowledge Base on a daily basis.

Effective Searching

Start Broad, Then Narrow

Strategy:

  1. Begin with a general search term
  2. Scan the results for relevant topics
  3. Refine your search based on what you find
  4. Click into promising articles

Example:

  • First search: "booking"
  • See results about various booking types
  • Refined search: "trial booking setup"
  • Find the exact article you need

Use Feature Names

Search for features exactly as they appear in Performance Hub:

  • ✅ "Member Payments & Royalties" instead of "billing"
  • ✅ "CCTV" instead of "security cameras" or "video surveillance"

This matches article terminology and gets better results.

Try Multiple Search Approaches

If your first search doesn't work:

  1. Rephrase - Use synonyms or different words
  2. Simplify - Remove extra words, use core terms only
  3. Expand - Search for a broader category, then browse
  4. Quote phrases - Put exact phrases in quotes for precise matches (if search supports it)

Efficient Navigation

Use Breadcrumbs Strategically

Breadcrumbs are faster than the back button:

  • Click any level to jump directly there
  • No need to click back multiple times
  • Maintains your context within the Knowledge Base
  • Shows you exactly where you are in the structure

Bookmark Your Favorites

Articles to bookmark:

  • Setup guides you reference during onboarding
  • Troubleshooting procedures you use regularly
  • Configuration steps for features you manage
  • Integration instructions for your connected services

Create a bookmark folder named "Performance Hub Help" for easy organisation.

Open Multiple Articles

When researching a complex topic:

  • Right-click articles to "Open in new tab"
  • Compare multiple articles side-by-side
  • Keep the main Knowledge Base page open for browsing
  • Don't lose your place while exploring

Learning New Features

Browse, Don't Just Search

Discovery benefits:

  • Learn about features you didn't know existed
  • Understand how features relate to each other
  • Get ideas for improving your workflow
  • See the full scope of available tools

How to browse effectively:

  1. Pick a topic area you work with daily
  2. Open it and scan all subtopic names
  3. Click into subtopics that seem useful
  4. Read a few articles in each area
  5. Bookmark anything relevant

Follow New Feature Releases

Stay informed:

  • Check release notes regularly
  • Look for "New" badges on features
  • Search for articles about recent announcements
  • Ask about new capabilities during support calls

New articles are often added for:

  • Major feature releases
  • New integrations
  • Updated interfaces
  • Enhanced functionality

Solving Problems

Check the Knowledge Base First

Before contacting support:

  1. Search for your issue in the Knowledge Base
  2. Read the complete article, not just the title
  3. Follow all steps exactly as written
  4. Try any suggested troubleshooting

Benefits:

  • Immediate answers (no wait time)
  • Step-by-step instructions
  • Visual guides with screenshots
  • Links to related topics

Document Your Research

When troubleshooting:

  • Note which articles you tried - Helps support understand what you've attempted
  • Screenshot error messages - Exact error text is valuable
  • List what worked and didn't - Shows your troubleshooting process
  • Copy article URLs - Easy reference when contacting support

This preparation speeds up support resolution significantly.

Use Articles for Training

Onboarding new team members:

  • Share relevant article links
  • Create a reading list for their role
  • Have them follow setup articles step-by-step
  • Encourage bookmark creation

Benefits:

  • Consistent training
  • Self-paced learning
  • Always up-to-date
  • Reduces repetitive questions

Keeping Information Current

Periodically Review Your Bookmarks

Articles get updated, so:

  • Review bookmarked articles quarterly
  • Check for update dates (when shown)
  • Re-read key articles after major releases
  • Remove bookmarks to deprecated features

Note When Articles Seem Outdated

Report outdated content:

  • Screenshot differences between article and your screen
  • Note which step no longer matches
  • Reference the article URL
  • Submit through support ticket

The documentation team relies on user feedback to prioritize updates.

Subscribe to Updates

Stay current:

  • Follow release notes
  • Read update notifications
  • Check the "What's New" section
  • Review knowledge base when you see interface changes

Maximizing Productivity

Create Personal Reference Guides

For complex procedures:

  1. Find the relevant Knowledge Base article
  2. Add your facility-specific notes
  3. Include your custom configurations
  4. Document any variations you use
  5. Share with your team

Keep these in:

  • Internal wiki
  • Shared documents
  • Team training materials

Always link back to the original Knowledge Base article for official updates.

Use Articles During Support Calls

When talking to support:

  • Have the relevant article open
  • Reference the article step number where you're stuck
  • Explain what happened differently than the article describes
  • Ask if there's been an update

This gives everyone common ground and speeds resolution.

Build a Knowledge Network

Share discoveries:

  • Tell colleagues about helpful articles
  • Create a team chat for Knowledge Base links
  • Mention useful articles in team meetings
  • Add article links to project documentation

Benefits:

  • Everyone learns faster
  • Reduces duplicate questions
  • Builds institutional knowledge
  • Improves team efficiency

Advanced Tips

Combine Knowledge Base with Features

Learning workflow:

  1. Read the Knowledge Base article
  2. Open the feature alongside it
  3. Follow steps while looking at the real interface
  4. Take notes on facility-specific details
  5. Bookmark for future reference

This hands-on approach reinforces learning.

Create Role-Based Article Lists

For each team role, identify:

  • Essential setup articles
  • Daily operation guides
  • Troubleshooting references
  • Advanced feature documentation

Share these lists during onboarding and update them as roles evolve.

Use Search Patterns

Effective search formats:

  • "How to [action]" - e.g., "how to add a camera"
  • "[Feature name] setup" - e.g., "MyZone setup"
  • "Troubleshooting [issue]" - e.g., "troubleshooting door access"
  • "[Integration name] integration" - e.g., "Stripe integration"

These patterns match common article titles.

For Administrators

Review Knowledge Base During Planning

Before implementing features:

  1. Search for relevant articles
  2. Understand setup requirements
  3. Note any prerequisites
  4. Plan implementation steps

This prevents starting setup without necessary information.

Share Knowledge Base Access

Ensure all team members:

  • Know how to access the Knowledge Base
  • Understand basic navigation
  • Have bookmarked essential articles
  • Know when to search vs. contact support

Request Missing Documentation

If your team repeatedly asks questions about:

  • Features without documentation
  • Complex procedures
  • Integration setup
  • Troubleshooting steps

Submit article requests to help future users.

Common Pitfalls to Avoid

Don't Skip Prerequisites

Many articles assume:

  • Prior setup steps completed
  • Specific integrations connected
  • Certain permissions enabled
  • Basic configuration done

Always check prerequisites before starting a procedure.

Don't Assume Old Information Is Correct

When using old notes or bookmarks:

  • Re-check the Knowledge Base
  • Verify the article is current
  • Look for update indicators
  • Follow the latest version

Performance Hub improves regularly - procedures change.

Don't Ignore Related Articles

The article you found might not be the complete answer:

  • Check "Related Articles" sections
  • Explore the same subtopic
  • Read prerequisite articles first
  • Follow suggested next steps

Context and background often help understanding.

Measuring Your Success

Signs You're Using the Knowledge Base Effectively:

You can:

  • ✅ Find answers to common questions quickly
  • ✅ Complete setup procedures independently
  • ✅ Troubleshoot issues without immediate support
  • ✅ Train new team members using articles
  • ✅ Explain features to colleagues with article references

Your team:

  • ✅ Mentions Knowledge Base articles when asking questions
  • ✅ Shares article links in team communications
  • ✅ Refers to articles during meetings
  • ✅ Uses articles for training and onboarding

You notice:

  • ✅ Fewer support tickets for documented procedures
  • ✅ Faster problem resolution
  • ✅ More confident feature adoption
  • ✅ Better understanding of system capabilities

For more information about using the Knowledge Base, see the main Knowledge Base documentation.