We first looked at our most common types of tickets where the user could have resolved the issue without our help and then made articles to either inform them of why things are a certain way or how to do something. We then went through our existing training material and added information from that.
We have various things in our KB for:
-How to set greetings and manage messages.
-Forwarding and transfering
-logging into and managing call centers
-Basic functions of the multi-function copy machines
-Adding network print queues
-Flipping monitors around and changing display size
-How to reset their passwords and explaining the password criteria
-Where to find certain resources
-Various things about browser compatibilities with things like pdfs
-Usage tips in our Google and Office products
-Steps to take when dealing with security hazards like phishing and possible viruses
-Routine cleaning and organizing of users' computers
The majority of our user side KB is informational for questions we get asked over and over again. Occasionally we give usage steps but it is mostly trying to answer the same questions our helpdesk gets asked repeatedly.