Hub KBA Reviewer Checklist

KBA Reviewer Checklist

Use this checklist to quickly determine whether a Knowledge Base Article (KBA) meets Hub KBA Standards and is ready for use during live calls and chats.

If multiple items are unchecked, return the article for revision rather than editing it piecemeal.

Core Design Test

• The article clearly reflects a real caller situation
• Staff can recognize the caller’s question within seconds
• The article helps staff identify the next right action
• The article could reasonably be used during a live call or chat

Title (Caller Voice)

• Written exactly how a person receiving services might ask the question
• Uses plain, conversational language (no internal or program jargon)
• Focuses on one clear topic
• Easy to find when scanning or searching

Purpose

• Explains why staff would use this article
• Focused on call/chat support (not policy or training)
• Limited to 1–2 short sentences

Q & A Content

• Questions sound like real caller or chat messages
• Answers sound natural when spoken aloud or paraphrased
• Answers use short paragraphs or bullets
• Acronyms are explained only if unavoidable
• Tone normalizes confusion, stress, or urgency when appropriate
• Staff do not need to mentally translate the answer
• Links and contact information should be included in the relevant Q&A answers

Clarifying Questions (If Included)

• Included only when callers are often vague or emotional
• Questions are open‑ended and respectful
• No checklists or interrogative sequences
• Limited to what’s needed to understand the situation

Staff Quick Steps (If Included)

• Included only when next actions are not obvious from the Q&A
• 3–5 bullets maximum
• Focused on decision flow, not system steps
• Does not repeat information already in answers

Internal Notes – Staff Only (If Included)

• Contains information staff must know but should not say
• Limited to verification, escalation, or role boundaries
• Does not include full policy, training, or system instructions

Referrals & Resources (If Included)

• Uses trusted, approved sources only
• Limited to a small number of high‑quality links
• Staff could explain why the referral matters

Formatting & Readability

• Uses H1 for title, H2 for sections, H3 for questions only
• No H4 or deeper headings
• Answers are concise (≤3 short paragraphs or ≤4 bullets)
• Emphasis is used sparingly (no long bold sections, no ALL CAPS)
• No large blocks of text that would slow live use

Tags & Metadata (Genesys Upload)

One parent category selected
☐ No more than one sub‑category selected
☐ 3–6 appropriate labels applied
☐ Alternate phrasing includes 5–10 natural search phrases
☐ Alternate phrasing reflects how staff actually search while listening

Final Decision

☐ Ready to publish
☐ Needs revision (return to contributor)
☐ Needs to be split into multiple KBAs

Reviewer: ____________________________
Date: ____________________________