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Free Customer Success Template

Free Knowledge Base Audit

Audit template for support knowledge base quality and gaps

Audit Scope Content Inventory Quality Criteria Findings Gap Analysis Remediation Plan

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Knowledge Base Audit

Use this template to audit template for support knowledge base quality and gaps.

Template Metadata

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]

Audit Scope

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]

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Content Inventory

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]

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Quality Criteria

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]

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Findings

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]

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Gap Analysis

Identify missing articles, outdated content, and high-ticket topics.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]

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Remediation Plan

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]

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Review and Signoff

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]

Template Structure

What the Knowledge Base Audit Includes

Use this customer success template as a starting point, then customize each section to match your internal workflow, evidence, and signoff needs.

1

Audit Scope

Define products, languages, collections, and time period reviewed.

2

Content Inventory

Summarize article counts, owners, freshness, and traffic.

3

Quality Criteria

List review standards for accuracy, structure, screenshots, links, and metadata.

4

Findings

Provide notable strengths and issues with examples.

5

Gap Analysis

Identify missing articles, outdated content, and high-ticket topics.

6

Remediation Plan

Assign fixes, owners, priority, and due dates. Use practical recommendations that a support or content team can execute.

Recommended Structure

Write a knowledge base audit for [portal or workspace]. Structure with these Markdown sections:

Audit Scope

Define products, languages, collections, and time period reviewed.

Content Inventory

Summarize article counts, owners, freshness, and traffic.

Quality Criteria

List review standards for accuracy, structure, screenshots, links, and metadata.

Findings

Provide notable strengths and issues with examples.

Gap Analysis

Identify missing articles, outdated content, and high-ticket topics.

Remediation Plan

Assign fixes, owners, priority, and due dates.

Use practical recommendations that a support or content team can execute.

Example Filled Template

Knowledge Base Audit: Billing Support Portal

Audit Scope

Reviewed 86 English billing articles published between January and April 2026.

Content Inventory

Metric	Value
Articles reviewed	86
Articles older than 12 months	19
Broken links	7
Articles without owner	14

Quality Criteria

Clear title and intent.
Current UI screenshots.
Working links.
Owner and next review date set.

Findings

Refund workflow articles receive high traffic but have outdated screenshots.
Tax exemption article is missing eligibility steps.

Remediation Plan

Task	Owner	Priority
Update refund screenshots	Billing Support	High
Add tax exemption checklist	Content Ops	Medium

Skip Manual Drafting

Generate a Knowledge Base Audit from a Video

Record a walkthrough, training session, or process demonstration. Docsie AI turns it into structured documentation using this template as the starting framework.

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Use the template manually, or let Docsie generate the first draft from source footage.

DOCX, PDF, and Markdown downloads

Works with process and training videos

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Template FAQ

Knowledge Base Audit FAQ

Common questions about using and generating a knowledge Base Audit.

Using This Template

Q: What is a knowledge Base Audit?

A: A knowledge Base Audit is a structured document for audit template for support knowledge base quality and gaps.

Q: Can I download this knowledge Base Audit as Word or PDF?

A: Yes. This page includes free downloads in DOCX, PDF, and Markdown formats so you can edit, share, or import the template into your documentation system.

Q: Can Docsie generate this from a video?

A: Yes. Upload a process walkthrough, training recording, or screen capture to Docsie, then use this template structure to generate a first draft automatically.