How you size a ring, how you handle a refund, which supplier runs late, where the spare safe key lives. It all exists today, mostly inside people's heads. Write it down once, and the next person finds it by searching instead of by interrupting you.
The knowledge base replaces all three with one address: a tree of articles your team can search, star and actually keep up to date.
Fine until Marie is on holiday, or retires after twenty years. Every procedure written down is one less thing that walks out of the door with her.
The laminated sizing chart, the supplier list taped inside a cupboard. Nobody knows which version is current, and the person who printed it left years ago.
Files exist, somewhere, with three versions of each. Search that only looks at filenames, no structure, and no way to see who is allowed to change what.
Categories hold subcategories, subcategories hold articles, and every article has an icon, an order and a place. Add the permissions on top: the whole team reads the sales scripts, only the owner edits the compliance pages.
Not a fixed taxonomy somebody in an office invented. You make the categories, pick the icons, drag the articles into the order a new hire should read them in. Repairs, then Sizing, then the three articles that matter.
The bench worker stars the sizing tolerances, the salesperson stars the engagement-ring script, the owner stars the compliance checklist. Same handbook, a different front page for each of them.
The anti-money-laundering procedure should be readable by everyone and editable by exactly one person. Reading and editing rights follow the roles you already set up, no second system to maintain.
Rich text, numbered steps, warnings where they matter. An article is not documentation for its own sake, it is the answer somebody needs at the counter while a customer waits. Short, findable and current.
The ten minutes it takes to write down when to refuse a sizing job pays back every time the question comes up. Which, in a repair shop, is about twice a week.
Six kinds of article cover almost everything a shop knows. Start with the one that gets asked about most.
Sizing, setting, polishing, step by step, so a new bench worker reads along instead of guessing.
The engagement-ring conversation, the refund question, the after-sales call, written by your best salesperson.
Who supplies which alloy, lead times, minimum orders, who runs late around the holidays.
The opening checklist, the dress code, where the spare safe key lives. A new hire reads it on day one.
Anti-money-laundering procedure, GDPR notes, police-book rules. Written down and accessible when an inspector asks.
Diamond grading basics, stone hardness, alloy comparisons. The things you wish the whole team remembered on a Saturday.
Not hard questions. The same ten questions, on a loop. Each interruption costs both of you five minutes and the customer at the counter a wait. Every one of them is an article waiting to be written.
That is your first article. Book a demo, bring the question, and we will show you where it lives from then on.