A knowledge base video is an instructional video that lives in your help center or knowledge base. Typically a knowledge base video will accompany a written article. The purpose of a knowledge base or help centre is to help customers learn how to use your product. So your knowledge base videos should support that by explaining how to use different parts of your product and fixing common problems.

Step 1: Record

From the Tella recorder choose what you want to capture. Depending on the topic of your video you might want to record your screen or screen and camera at the same time. When you’re ready, press “Start recording”. Record as many clips as you need to cover the video’s topic.

Step 2: Customise

Once you’ve recorded your clips you can customise and edit them. Trim clips so that they start and end where you want. Choose custom backgrounds and layouts. You can also upload your own background to match your brand.

Step 3: Share or Download

When you’re done editing, press “Finish”. To add your video to your knowledge base or help centre copy its link and embed it into the documentation. Alternatively you can download your video and then upload it to your knowledge base.

Why is a knowledge base important?

A knowledge base means your customers can learn how to use your product and solve their problems without direct help from you. A knowledge base is a scalable way to help your customers.

How do I start making a knowledge base?

Start by documenting the most common support questions you hear from customers. Write articles and record videos that will answer these questions. You can organise this set of articles as a ‘Frequently Asked Questions’ section. As your help center grows you can break your FAQs into separate topics.

How do I add videos to a knowledge base?

Most knowledge base, help center or documentation tools support two ways of adding videos:

1. Embedding the video via a link. The video will remain hosted on another platform like Tella or YouTube. This is a fast way to add videos. It also makes maintenance easy — when you need to change the video, just swap the link.

2.Uploading the video file. The file will hosted by your knowledge base provider.