Create knowledge base

We have a growing set of product learnings, onboarding tips and support answers scattered in Slack and docs. Create a searchable knowledge base that organizes content by audience (new hires, sales, support), tags entries with product area, and includes a clear teardown template for when someone documents a bug or workaround. Make sure each entry shows the last-reviewed date and a subject-matter owner.

Before I publish the knowledge base to the company, make it painless to use: put onboarding for new hires first, create a concise FAQ for sales with revenue-impact answers up top, add a clear change log for support, and flag any entries that lack an owner or haven’t been reviewed in 90 days so reviewers can triage.

I just tried to point a new hire to our knowledge base and they messaged me anyway, saying they couldn’t find the onboarding checklist. I’m the head of people and embarrassed that the resource failed. I don’t know whether the problem is search, organization, or content quality. What is the fastest way to diagnose the failure and restore trust so new hires stop interrupting me?

Over months our knowledge base grows but entries go stale, owners change teams, and people stop trusting it. Where are we losing discipline — in review cadence, unclear ownership, or ambiguous templates — and what single operational change will keep content accurate and make employees rely on it again?