Best Of

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!

Hi everyone, 

I’m excited to share that Higher Logic has launched a new podcast, “Power of Connection,” and I’ll be your host! 

In each episode, I sit down with business and community leaders who’ve seen firsthand how online communities can create stronger connections with customers. Get practical tips, new ideas, and real stories about what works (and what doesn’t) when it comes to growing a community that aligns with your goals and gives your customers a space they’ll value. 

Here’s a look at the first three episodes: 

1. Community-Building Lessons Learned from ZoomInfo’s Chris Detzel 

Chris talks about building a community program from the ground up and making it an integral part of the business. He shares key lessons from his experience, the challenges he’s faced, and how he’s thinking about the future of community at ZoomInfo. 

📖 Prefer to read? Check out the blog recap. 

2. Scaling Customer Education Using a Community-Led Approach with Bluebeam's Aily Roper 

Aily shares how Bluebeam’s customer community became a go-to resource for users to teach and learn from each other. Instead of trying to cover every edge case with training content, they created a space where the community does the heavy lifting, making education scalable and manageable for their team. 

📖 Prefer to read? Check out the blog recap. 

3. How Community Is Changing: Org Structure, AI, and the Shift to Communities of Practice with Nicole Saunders of Coupa 

Nicole dives into how communities are evolving—why customer marketing and community teams should collaborate, how AI is reshaping support communities, and what that means for the future. 

📖 Prefer to read? Check out the blog recap. 

New episodes drop regularly, so be sure to subscribe. I can’t wait for you to tune in and join the conversation. 

Let me know what you think. We’d love to hear your feedback or ideas for future episodes. And if you’re interested in being a guest on the podcast, I’d love to hear from you. Feel free to reach out to me directly. 

Paul Schneider 
Executive Vice President, Higher Logic