Knowledge Base (KB) is a ``library where customers can find their own answers.'' A well-designed KB increases customer self-resolution rates, reduces agent repetition, and increases Breeze Customer Agent response accuracy——Compound interest mechanism that allows one article to permanently lower support costsis. This chapter systematically explains design principles, article templates, automatic generation by Breeze Knowledge Base Agent, cooperation with customer portals, and analysis and improvement cycles.
When designing a KB, don't start by "writing the article first."Category structure, SEO design, article granularity: By deciding on these things before you start writing, you will avoid the need for large-scale reorganization later.. HubSpot KB can be published publicly to be indexed by search engines such as Google, and can be used not only as a support page but also as an SEO asset for organic traffic.
| SEO elements | design principles | Bad example → Good example |
|---|---|---|
| Article title | Make the title similar to the "question" that customers type into the search bar. Prefer natural language over technical jargon | “About the password reset function” → Quickly update ticket stages with drag and drop |
| Meta description | Write a summary of the article in 120-160 characters. Write sentences that appear in search results that convey the message, “You can solve the problem by reading it.” | "This is an article about passwords" → "If you forget your login password, we will explain the steps to reset it from your email address with images." |
| URL slug | Set URLs that make sense in English instead of Japanese. HubSpot automatically generates it, but we recommend shortening it manually. | Automatically generated /articles/123456 → /password-reset-guide |
When starting KB from 0, the first article you should write is “TOP 10 Most Inquiry Categories in the Past 3 Months"is. By checking the ``Number of Tickets by Category Report'' and writing one article for each of the top 10 topics, you will immediately begin to see the effect of improving your self-resolution rate. ``Publishing quickly'' is far more important than the perfect article.
When the quality of KB articles varies, customers become distrustful and end up sending tickets because they think, ``I don't know if this article can solve the problem.''Consistent article quality and structure by using the same template for all agentsThat's important. The HubSpot KB editor supports rich text, images, videos, and code blocks.
| principle | explanation | checkpoint |
|---|---|---|
| ① 1 article 1 topic | Each article should only solve one problem. If you include multiple questions, it will be difficult to get caught in a search, and readers will also get lost. | Does the article title focus on one question? |
| ② Conclusion in the first paragraph | Write ``What you will learn in this article'' at the beginning. Customers can decide in the first 3 seconds that this article answers their problem. | Is there something you can learn from this article at the beginning? |
| ③Numbered steps | If there are steps, write them in a numbered list. Write specific screen operations such as "Settings → 〇〇 → Click 〇〇" | Ticket form field settings and ticket label customization that customers can create (from March 2025) |
| ④Specify cautions and exceptions | Exceptional conditions such as “This step varies depending on your plan” or “Administrator privileges required” are displayed in a prominent annotation box. | Does it include what to do if it is not possible? |
| ⑤Related article links | Link "articles to read next" and "related topics" at the end of the article. Make it easier for customers to complete their own solutions within the portal | Are there three or more links to related articles? |
| ⑥ Specify the update date and update regularly | Leaving old information as it is will lead to erroneous guidance. Create operational rules to update the relevant article every time a product is released. | Is the last updated date within 6 months? |
| ⑦Feedback button | Always include “Was it helpful? Yes/No” feedback. Prioritize improvements to articles with a high “No” score | Is there a feedback button? |
With HubSpot Service Hub Enterprise,Breeze Knowledge Base Agent customer satisfaction scoreAutomatic flywheel of “correspondence record → KB article generation → AI resolution rate improvement”Realize.
The article drafts generated by KB Agent are generally accurate, as they are based on the content of resolved tickets.The latest product specifications, screenshots, and exception conditions are not automatically added.. Rather than automating the process of "generation → publication," the operational rule is to ensure that the person in charge reviews and supplements before publishing. Fully automatic publication without quality control increases the risk of misinformation to customers.
KB Agent is limited to Enterprise, so in the Professional plan you will have to manually create an alternative flow. A practical alternative approach isWeekly KB Inventory Task”: Every Friday, the person in charge makes a list of ``questions that were answered three or more times that week,'' and sets up a routine in which they write and publish an article the following Monday. If you accumulate 4 KBs per month, you will complete 50 KBs in a year.
The Customer Portal is a "my page for customers" where customers can view and track their tickets and search KB articles (Service Hub Professional and above).By combining the portal and KB, an ideal self-solving funnel is created: ``Resolve the issue with KB before submitting the ticket → If the issue cannot be resolved, create a ticket from the portal.''❌ Bad example
With the March 2025 update, the display name "Tickets" on the customer portal will be changed toCan be changed to your company's business languageBranding setting items
| Industry | Default display | Customization example | effect |
|---|---|---|---|
| IT services/SaaS | Tickets | Incident/Request | IT staff who are familiar with ITIL terminology can use it without hesitation. |
| Manufacturing/construction | Tickets | Request/Project | Lowering the psychological hurdles for customers who are not accustomed to the word "ticket" |
| Medical/Clinic | Tickets | Consultation/Inquiry | Friendly language increases portal usage rates |
| EC/Retail | Tickets | Order/return request | Customers can intuitively understand what they can do on this page |
Setting location: Services → Customer Portal. The main items that can be customized are: 1) Portal subdomain (e.g. help.yourdomain.com) 2) Brand color/logo 3) Ticket label name 4) KB categories to display 5) Ticket creation form fields 6) Display conditions for the "Contact" button (such as display only after KB search).The setting "The ticket creation button is only displayed after reading the KB article" is particularly effective in improving self-resolution rates.is.
KB is not "once made and done." The value of KB continues to increase by continuously analyzing which articles customers read, what they search for, and what they are not solving, and by making repeated improvements.In the Analytics tab of HubSpot KB, you can check search query logs, number of views by article, and feedback score.。
| frequency | Check items | Corresponding action |
|---|---|---|
| Every week (Friday) | List of queries with zero search results - Same question that came up 3 or more times in the week | List candidates for creating a new article next week |
| 1st Monday of every month | Ticket creation rate after viewing TOP5/Feedback "No" rate TOP5/Articles not updated in 6 months | Assign a person to the article that is a candidate for improvement, revise it, and publish it within the month. |
| After product release | Check with release notes to identify articles related to changed features | Update related articles or publish new articles within 48 hours |
| quarter | Overall KB self-resolution rate/correlation with number of tickets/Customer Agent resolution rate trends | Review of category structure, consolidation of articles, update of KB roadmap |
Breeze Customer Agent answers using KB, websites, PDFs, etc. as learning sources, butThe quality and quantity of the knowledge base are the most directly linked to accuracy.is. If the KB articles are few, old, or ambiguous, the Customer Agent will simply reply, "We're sorry, but please contact support regarding this matter." Operate with the understanding that investing in KB is the same as investing in Customer Agent.
Write articles about repeated questions → Self-solve with AI/portal → Decrease in tickets in the same category → Create more article-writing capacity -- Build a KB with this cycle in mind. Start your first article with ``Top 10 Most Frequently Asked Questions in the Past 3 Months.''
Ticket moves to closed stage
② Survey sending
Article drafts are automatically generated from resolved tickets, but screenshots, latest specifications, and exception conditions are not automatically added. Follow the three steps of "Generation → Review → Publish" as operational rules.
A log of keywords that customers searched within the portal for which no articles were found is the article theme most needed by KB. Establish a routine to review this list each week and write one the following week.
The perfect time and place to collect feedback