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Knowledge Base Articles vs. Help File

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edited Apr 23, 2018 8:57PM in Knowledge Management 1 comment

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Hi, I'm curious how others utilize their Knowledge Base  vs. their Help Files.  I notice that OSvC appears to have more "cut and dried" and structured stuff in the help file, e.g., (using a search on "standard text" as an example) https://documentation.custhelp.com/euf/assets/devdocs/cloud18a/olh/Service/topicrefs/t_Add_or_edit_standard_text_ar1130410.html, but more details, and more scatter, in the Knowledge Base https://cx.rightnow.com/app/answers/list/kw/standard%20text/search/1 

I struggle with keeping our Knowledge Base consistent with our Help Files.  Are there best practices that dictate how to keep them consistent.  Are there types of questions that should go into a Help File instead of the Knowledge Base and visa versa? 

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