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KB Articles
Why KB Articles Matter?
KB Articles are not just reference documents. They are the official source of truth for how we respond to students and process cases. Proper KB usage protects both the student experience and institutional standards.
Consistency of Information 📝 → Same answers across teams.
Using KB articles ensures that students receive the same accurate information across all advisors. This builds trust and prevents conflicting guidance.
Regulatory Compliance ⚖️ → Evidence of following laws and standards
KB articles are aligned with approved policies and documented procedures. Following them creates an audit trail and ensures we remain compliant with institutional standards.
Risk Reduction 🛡️ → Prevents errors and non-compliant actions
When support agents rely on KB guidance instead of assumptions, it reduces misinformation, escalations, and incorrect case handling.
Efficiency & Accuracy ⏱️ → Faster, validated responses
KB articles provide validated responses and step-by-step processes. This reduces guesswork and increases resolution accuracy.
Training & Onboarding 📘 → Guides new employees with compliant practices
KBs support new support agents by giving them structured guidance. They serve as a knowledge foundation while the support agents build confidence.
Continuous Improvement 🔄 → Updates aligned with evolving regulations
KB articles are updated as processes evolve. Using them ensures our responses remain aligned with current procedures.
How to Do It?
The expectation is not just to know KB articles exist, but to correctly make use of them.
Use ‘PUBLISHED’ KB Articles (Not Restricted or Drafts)
Only use articles that are marked as Published. Do not rely on drafts or restricted/internal-only content for student-facing communication.
Don’t send internal KB articles to students
Note that certain KBs are for internal guidance only and should not be shared with students. Always verify the article type before sending.
Attach an applicable KB article to every case
When resolving a case, attach the KB article that supports the action taken. This always documents the rationale behind your response. The article must be relevant to the specific student case and not just attached for compliance.
Follow the procedures and/or instructions described in the KB Articles
If a KB outlines specific steps, those steps must be followed as written. Do not modify procedures unless there is documented guidance stating otherwise.
You may adjust the wording in your emails so the message flows naturally and fits the student’s situation. However, while your tone and phrasing can be personalized, the actual instruction/process outlined in the KB should not be changed unless there is official guidance stating otherwise.
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