Knowledge Base Requirements Drafting
Budget: €30 – €250 EUR
I’m putting together a customer-service knowledge base and I need the full set of written requirements so my development team can move straight into build. The primary goal is clear: empower users to solve issues themselves and reduce live-support load.
Scope you will cover
• Structure a comprehensive set of categorized articles so content can be browsed logically and maintained easily.
• Build in a user-feedback mechanism on every article (ratings and optional comments) to surface gaps and drive continuous improvement.
What I expect to receive
1. A Software Requirements Specification that details functional and non-functional needs, data models and workflow diagrams.
2. User stories and acceptance criteria that the dev team can plug straight into their backlog.
3. Information architecture outlining categories, sub-categories and tagging conventions.
4. A feedback-collection flow showing how ratings are stored, reported and acted on.
5. Traceability matrix linking every requirement to its corresponding user story.
Considerations
The initial release does not require a search function, but please keep extensibility in mind so we can add it later without rework. Include any platform or third-party tool recommendations (e.g., Confluence, Help Scout, Zendesk Guide) if they support the spec.
If this sounds like your wheelhouse, tell me how you’d approach gathering any missing details and how quickly you can turn the first draft around.
Scope you will cover
• Structure a comprehensive set of categorized articles so content can be browsed logically and maintained easily.
• Build in a user-feedback mechanism on every article (ratings and optional comments) to surface gaps and drive continuous improvement.
What I expect to receive
1. A Software Requirements Specification that details functional and non-functional needs, data models and workflow diagrams.
2. User stories and acceptance criteria that the dev team can plug straight into their backlog.
3. Information architecture outlining categories, sub-categories and tagging conventions.
4. A feedback-collection flow showing how ratings are stored, reported and acted on.
5. Traceability matrix linking every requirement to its corresponding user story.
Considerations
The initial release does not require a search function, but please keep extensibility in mind so we can add it later without rework. Include any platform or third-party tool recommendations (e.g., Confluence, Help Scout, Zendesk Guide) if they support the spec.
If this sounds like your wheelhouse, tell me how you’d approach gathering any missing details and how quickly you can turn the first draft around.