About this process

  • Department: Content Services
  • Responsible: Content Writer
  • Accountable: Head of Content
  • Consult: Content Team
  • Inform: Client Delivery
  • Date created: 20/06/2019
  • Date last updated: 20/06/2019

The recently launched knowledge base platform is a great place from which to better inform and educate our visitors on all things digital marketing, sales, service, and HubSpot. Discover the process for filming and uploading a new knowledge base video below.

Step 1 of the process

The individual creating a new knowledge base entry should review the Knowledge Base Plan and either select a question from the Questions tab or add their name and question to the Questions tab.

Step 2 of the process

With a question selected, the individual next needs to film their video. 

Follow the ‘how to film a video using Vidyard’ process to create and download your knowledge base video.

Step 3 of the process

After you have filmed your video, clone the Knowledge Base template, which outlines all the key elements of the knowledge base entries, and update it with the relevant copy. This includes:

  1. The question you are answering (the title)
  2. The Description (essentially introductory copy and a meta description)
  3. A transcript of your recording for visitors who would prefer to read, not watch (often the case if a process if particularly long or complex)

Step 4 of the process

Next, you need to create the knowledge base entry in HubSpot. Log into the client’s HubSpot instance, navigate to ‘Service’ in the menu and click ‘Knowledge Base’. Click the orange ‘Create article’ button on the right-hand side of the screen.

Step 5 of the process

Input your copy into the relevant spaces. In the ‘Answer’ field, click the + sign on the left and ‘Add Video’. Upload your video. (Remember to add your transcript below the video.)

Step 6 of the process

Pass the article across to the designated person in Teamwork for review and sign off. Once any amendments have been implemented and approval has been given, click ‘Publish’ in the top right-hand corner.

Topics: Content Processes