Audit Scope
Define products, languages, collections, and time period reviewed.
4.8
on G2
Free Customer Success Template
Download a free knowledge base audit template in Word, PDF, or Markdown. Or turn any video into knowledge base audit template with Docsie AI — auto-fills every required field.
Use this template to audit template for support knowledge base quality and gaps.
| Field | Details |
|---|---|
| Category | Customer Success |
| Owner | [Team or owner] |
| Version | [Version number] |
| Effective Date | [Date] |
| Review Cycle | [Monthly / Quarterly / Annual / Event-based] |
| Status | [Draft / In Review / Approved] |
Define products, languages, collections, and time period reviewed.
| Item | Details | Owner | Status |
|---|---|---|---|
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]
Summarize article counts, owners, freshness, and traffic.
| Item | Details | Owner | Status |
|---|---|---|---|
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]
List review standards for accuracy, structure, screenshots, links, and metadata.
| Item | Details | Owner | Status |
|---|---|---|---|
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]
Provide notable strengths and issues with examples.
| Item | Details | Owner | Status |
|---|---|---|---|
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]
Identify missing articles, outdated content, and high-ticket topics.
| Item | Details | Owner | Status |
|---|---|---|---|
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]
Assign fixes, owners, priority, and due dates. Use practical recommendations that a support or content team can execute.
| Item | Details | Owner | Status |
|---|---|---|---|
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]
Document review conclusions, approvals, unresolved items, and next review date.
| Role | Name | Date | Notes |
|---|---|---|---|
| Preparer | [Name] | [Date] | [Notes] |
| Reviewer | [Name] | [Date] | [Notes] |
| Approver | [Name] | [Date] | [Notes] |
Deploy this template quarterly, after product launches, or when support ticket volume spikes unexpectedly.
This template produces a structured audit report with inventory, quality scores, and prioritized remediation tasks.
Teams often audit without clear quality criteria or skip linking findings to business impact metrics.
Template Structure
Use this customer success template as a starting point, then customize each section to match your internal workflow, evidence, and signoff needs.
Define products, languages, collections, and time period reviewed.
Summarize article counts, owners, freshness, and traffic.
List review standards for accuracy, structure, screenshots, links, and metadata.
Provide notable strengths and issues with examples.
Identify missing articles, outdated content, and high-ticket topics.
Assign fixes, owners, priority, and due dates. Use practical recommendations that a support or content team can execute.
Write a knowledge base audit for [portal or workspace]. Structure with these Markdown sections:
Define products, languages, collections, and time period reviewed.
Summarize article counts, owners, freshness, and traffic.
List review standards for accuracy, structure, screenshots, links, and metadata.
Provide notable strengths and issues with examples.
Identify missing articles, outdated content, and high-ticket topics.
Assign fixes, owners, priority, and due dates.
Use practical recommendations that a support or content team can execute.
Reviewed 86 English billing articles published between January and April 2026.
| Metric | Value |
|---|---|
| Articles reviewed | 86 |
| Articles older than 12 months | 19 |
| Broken links | 7 |
| Articles without owner | 14 |
| Task | Owner | Priority |
|---|---|---|
| Update refund screenshots | Billing Support | High |
| Add tax exemption checklist | Content Ops | Medium |
Already have a walkthrough or training video covering this process? Skip manual drafting. Upload the video and Docsie AI generates knowledge base audit template with every required field populated — ready for review, signoff, or export.
Use the template manually, or let Docsie generate the first draft from source footage.
Playbook for managing high-priority customer escalations
Health score analysis for adoption, risk, and account planning
Customer-facing communication plan for service incidents
Implementation and onboarding plan for a new account
Plan and agenda for customer enablement or admin training
Structured brief for customer-driven product requests
Template FAQ
Common questions about downloading and generating a knowledge base audit template.
Q: What is a knowledge base audit template?
A: A knowledge base audit template is a structured document for audit template for support knowledge base quality and gaps.
Q: Is the knowledge base audit template really free?
A: Yes. The knowledge base audit template is completely free to download in Word (DOCX), PDF, and Markdown formats. No signup or credit card required to download.
Q: How do I turn a video into a knowledge Base Audit?
A: Upload a process walkthrough, training recording, or screen capture to Docsie. The AI analyzes the video and generates a complete knowledge Base Audit using this template's structure — every required field auto-filled from the footage.
Q: Can I edit the knowledge base audit template after downloading?
A: Yes. The DOCX format opens in Microsoft Word or Google Docs. The Markdown format imports into Notion, Confluence, Docsie, or any markdown editor. Customize fields, add your branding, and adapt to your internal workflow.