Pre-seed your knowledge base

Updated 4 months ago by Andrew White

Starting with Spoke

Want to build Knowledge Base/KB resources so questions can get auto-resolved before coming to you? Below we've listed some common KB articles Spoke users build based on what types of questions they're expecting, Use the Table of Contents to navigate to the most relevant questions for you.

IT

• Login for/Setting up a common tool (Webinar, Mailchimp, Adobe, Amazon, Apple)

• Setting up the printer

• Printer out of color/ink/jamming

• Install a typical software used in the office

• Setting up/accessing our VPN

• Setting up email on my phone

• My computer is not booting up

• Using Airplay

• Need a laptop for travel/a new phone

• Locked out of my account (for one of your company tools)

• Setting up voicemail

• WiFi password

• Guest WiFi password

• Getting new hardware (: monitor, keyboard, mouse, trackpad, printer, privacy screen, batteries, security camera, laptop)

• How do I request access to a software we use (examples: Chartio, Asana, Dropbox, Docusign)

• Updating an email group to include a new employee

• What are the team emails?

• Deleting/deactivating/removing old users

• Common tricks to combat one of our software issues/errors

• Getting access to Microsoft Suite

• Getting access to Adobe Suite

• Getting access to Slack

• Problems logging into Salesforce Sales Cloud

• Common problems with your SSO provider and tricks to solve them

• Computer monitor not working

• Resetting passwords for your office software tools

Finance

• Paying vendors

• Setting up customer billing

• Our purchase approval process and the timeframe

• Our travel expense policy

• Our banking partners

• Getting a corporate credit card

• Submitting expenses

• Getting reimbursed

• Internet Reimbursement for Remote Employees

• Exercising your vested stock options

People Ops

• 401K Provider

• Increasing your 401k contributions

• PTO Policy/Vacation policy

• How to submit PTO requests

• Holiday schedule for the year

• Setting up payroll/Accessing paychecks.

• Employer on your W-2

• Our tax ID

• Signing up pets on our insurance program

• Celebrating employee 1 year anniversaries

• Accessing HIPAA training

• Changing your tax exemptions

• Employee referral program

• Company gym membership

• Signing up for benefits

• Detailed breakdown of benefits policy

• When health benefits take effect for new employees

• Sick Time Policy

• Work From Home (WFH) Policy

• Adding a dependent on your benefits

• Commuter Benefits

• Providing employee feedback

• Posting jobs

• Organizational Chart

• Creating an offer letter

• Vendor engagement policy

• NDA template

• Immigration contact

• Immigration policy with respect to hiring

• Non-compete / PIIA

• What your shares equate to in percentage of company ownership

• Strike price for your shares

• Our vesting schedule

• Photographer/freelance contract

• Investor NDA

• User research contract

• Right of publicity release

• Signing an NDA

• NDA Template

• Handling an MSA

• RFP Review

• Navigating a complicated deal

• Negotiating Terms of Service (TOS)

• Signing a Statement of Work (SOW)

Marketing

• High-resolution logo

• Marketing material

• Collateral requests

• Getting customer swag

• Requesting presentation design

• Our marketing style guide

• Our brand guidelines

• Social media policy

• Content review request

• Customer welcome kits

• Company approved 1-paragraph blurb

• Company overview 1-pager

• Press Kit

• Process for becoming a sponsor

• Getting business cards

Operations/Facilities/Office Experience

• Our mailing address

• HQ address

• Conference room policy

• Booking conference rooms

• Office phone/fax number?

• Team seating map

• Requesting overnight parking

• Requesting a parking spot

• Company wide employee contact information

• Bathroom code

• Replacing office keys/door cards

• Office hours

• Lunch menu

• Ordering/requesting a new desk or chair

• Office and kitchen cleaning supplies

• Adjust the temperature of our office

• Setting up an important meeting

• Setting up an external event

• Inviting external guests to the office

• What days do we have catered lunch

• Recycling at your company

• Ordering coffee

• First aid kit location (: aspirin, band-aids, Advil)

• Getting new batteries

• IT/ AV issues in a conference room

Sales

• Sales team goals

• Sales playbooks

• Sales cycle

• Our pricing

• Competitive analysis

• Product integrations

• Registering for a webinar

• Registering a guest to our webinars

• Business development policy

• Customer facing competitor analysis

• Pitch deck

• Sales hand off process


How did we do?