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Hello Vanilla Community! The Kaplan Community Team here to showcase how we use Knowledge base in our community. This article is 100% team authored so if you're like, where's the Shannon snark? Always happy to provide that elsewhere. 😊

Here on the Kaplan Community, we determined a solid way to collect resources is utilizing the Knowledge base feature. 

In this post, we will talk about our current use cases with ModSquad, our third party vendor and even more exciting, our Career Center Guide.

One of the first things we used it for was to support ModSquad, our third-party moderation partner. Previously, information was scattered across different places, leading to confusion and extra work for everyone.

To make things smoother, we created the ModSquad Knowledge Base, which offers:

• A helpful directory of the Kaplan Community Team.
• Easy-to-follow guidelines for each community.
• A shared list of tags for discussions.
• A list of important Kaplan contacts to tag.

We're continuously improving the Knowledge Base with new information to better support ModSquad and keep everyone on the same page with new tasks or information. As an added bonus, this means our moderation partners get what they need ON the Community versus anywhere else. Our community manager, @KendraAtKaplan ensures this Knowledge base is up to date as she is our primary contact for ModSquad.

In addition to the ModSquad Knowledge base, we've launched a Kaplan Community Career Guide. This knowledge base ties into our growing digital resources, such as a skills assessment to help you discover new possibilities.

We recognize that Kaplan might not support all careers, but we believe it's important to provide a foundation of information about various paths you might take.

@katherinegalland developed an extensive knowledge base offering details on each career, including:

• In-depth career descriptions
• Required qualifications and education
• Core job duties

This resource is integrated with the assessment portal, providing a seamless experience to find career details and related Kaplan programs.

The Career Center Knowledgebase is public, encouraging members to browse at their convenience, whether as part of an assessment or on its own.

As we introduce new assessments, we will expand the Knowledgebase that will drive career seekers to the Kaplan Community.

As we grow, we will continue to use Knowledge base as a cornerstone to the Kaplan Community experience. There’s more to come and we're SUPER excited about the custom layouts. Seen below is us scheming!

Have questions? Let us know below!

I created a ticket on your behalf @amorales we will investigate and have support take a look.

@Shauna Thank you for sharing this. It worked and was very helpful to get an idea about our user traffic. This idea inspired us to export the data to a database and create custom dashboards to view this data. Thanks a lot.

Hi @dgutierrez_ML
Our Community recently adopted the use of an automation rule to tag questions that had been unanswered for 24 hours with a specific tag name.

We partner with members of our Support Team to monitor the url for the named tag and assign questions to specific agents to help us respond to those unanswered questions.

That helps us to strike a balance between ensuring our members are connecting with each other and that everyone's hearing back.

We also start our Community Mornings by filtering all discussions for those that are "unresolved." Questions that are unresolved and can't be answered by a Community Team member are also tagged and assigned.

Something I like about this approach is that with that new automation- even questions from social groups get our attention. However, if we've posted a discussion- it can wind up getting the automated tag. So, in those cases we remove it ourselves.

For tracking- we maintain a tracker sheet outside of Community (although available for staff to see from a Staff Only Widget posted to the hoempage) to recognize agents who go above and beyond their assignments and we recognize them with awards and in our monthly newsletter.

I'd love to hear more about how you set up and track, and the SLA you're aiming at too!