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Hosting Discussion > Operating a Web Hosting Business > Customer Service and Support Issues > What are some things that absolutely need to be in your KB?
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  Post #16 (permalink)   12-04-2015, 09:37 PM
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You need to add the posts related with the below things:

cPanel/WHM Manuals
Application Installation Steps
Security Updates
Precautions for Hacking Issues
Billing Related issues
Email Client Related issues etc
 
 
 


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  Post #17 (permalink)   12-07-2015, 02:33 AM
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An extensive 'How To" that details interrogations, customization, trouble shootings, etc is also handy
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  Post #18 (permalink)   12-10-2015, 07:59 PM
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Fill your KB with as much as you can. It will reduce alot of load on your support staff, allowing some customers to help themselves. The more your support staff reference that KB in their replies - the more it will train customers to seek out the answers too.

Just my two cents...
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  Post #19 (permalink)   12-11-2015, 12:54 AM
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Knowledge Base should contain
* Steps to install control panels, steps to unable modules like TUN/TAP, PPP and etc.
* Billing Queries and solutions
* Sales details, latest discounts
* service Queries and solutions
* announcements about latest hosting features
* Description about techniques they use to overcome any problem occur in hosting services.
 
 
 


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  Post #20 (permalink)   12-11-2015, 02:22 PM
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Your root password. Now that is what I call self-service!
 
 
 


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  Post #21 (permalink)   12-14-2015, 04:07 AM
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1. How to setup private nameservers
2. Basic WHM/cPanel
3. How to recover from hacks (especially Wordpress)

Also whenever a client ask a good question, put it in KB after that.
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  Post #22 (permalink)   12-14-2015, 06:34 AM
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Quote:
Originally Posted by Collabora View Post
Your root password. Now that is what I call self-service!
LOL hahahaha you are a naughty boy hahahahaha
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  Post #23 (permalink)   01-13-2016, 04:50 AM
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It should be some scripts needed to find spamming attacks. Then hosting plans, data center locations, Common templates for server down etc
 
 
 


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  Post #24 (permalink)   02-02-2016, 01:57 AM
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KB article must include following points :

1. Pre-sales queries.
2. Control panel documentation
3. Simple Level1 issues and solutions
 
 
 


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  Post #25 (permalink)   02-02-2016, 11:54 AM
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No one here mentions billing and invoicing issues are you selectively avoiding the reason most of us are in this business? We offer this excellent service for a fee
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  Post #26 (permalink)   02-02-2016, 12:01 PM
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Quote:
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No one here mentions billing and invoicing issues are you selectively avoiding the reason most of us are in this business? We offer this excellent service for a fee
Yes you should have articles which explain

what payment methods you accept.
what is your billing policy - i.e. when are invoices generated in relation to due date, when are reminders sent, any late fees and when will these be added, etc.
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  Post #27 (permalink)   02-02-2016, 12:20 PM
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Quote:
Originally Posted by easyhostmedia View Post
Yes you should have articles which explain

what payment methods you accept.
what is your billing policy - i.e. when are invoices generated in relation to due date, when are reminders sent, any late fees and when will these be added, etc.
Thank you. I thought I was alone in this hehehehe
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  Post #28 (permalink)   02-02-2016, 12:37 PM
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Quote:
Originally Posted by jkateega View Post
Thank you. I thought I was alone in this hehehehe
Yes as i am a one man band i rely on having a very extensive KB, so clients can look up this when i am not available as we all need sleep at some point.
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