A SharePoint Knowledge Base Ready Before Launch: How a Bank Equipped Its Contact Center
A mid-size Italian bank built a SharePoint knowledge base for its contact center operators in one month — six topic areas, four dedicated components, and internal editors trained to work independently, all ready before the new service went live.
3 key project figures
- ~480 employees covered by the platform, based on the intranet’s internal directory
- 4 dedicated components activated in a single integrated solution
- 1 month to build the entire structure, ready in time for the service launch
Introduction
Some projects are not about redesigning the entire intranet. They are about a specific, urgent need with a deadline already marked on the calendar. That was the case for a mid-size Tuscan bank, an intranet.ai customer since 2024, that contacted us in December 2025 with a very clear request: build, before February 2026, a knowledge base for the operators of a new centralized customer support service the bank was about to launch.
This was not about rethinking the whole intranet or adding a generic information section. The bank needed an operational tool — designed for a specific audience (the operators who would be answering calls and emails from customers starting in February) and for a very concrete task: knowing at any moment how to handle a request, which procedure to follow, which template reply to send. A small-scope project, but with almost no margin for error. If the tool was not ready in time, operators would face the launch of the new service without an organized reference point.
What the team worked on
The project covered four main areas:
- 6 thematic sections — a content architecture designed around the specific workflows of contact center operators
- 4 dedicated knowledge base components — selected from the intranet.ai catalogue and configured to enable fast navigation and information retrieval in seconds
- Standardized article templates — a shared model built with the client, replicable independently by internal editors
- Internal editor training — a dedicated session to make the team fully autonomous in publishing new content
The problem: a new service with no tool to support it
The bank already had a solid intranet built with intranet.ai the previous year — documents, applications, internal communications, everything working. What was missing was something more specific. In February 2026, a new contact center service would go live, a centralized point of contact for customer support. The operators who would be answering calls and emails had no single place to find updated procedures, common scenarios, and pre-written reply templates ready to personalize and send.
The bank’s IT manager arrived in December with the need clearly defined. He already knew that SharePoint makes it possible to build knowledge bases. What the bank needed was the expertise to do it well, on time, and integrated into the existing intranet rather than becoming another separate tool to manage. The main concern was timing: barely six weeks between the request and the service activation date, with the need to populate the structure, train the operators, and test everything before launch day.
Our solution: a structure designed for finding the answer in seconds
Rather than a list of documents, the proposal was to build a full vertical knowledge base site — connected to the main portal but organized around its own logic, designed exclusively for someone who needs to look up information while a customer is on the phone. This is not the same as a generic intranet explaining how company processes work: here, every extra second of searching means a longer wait time for the person calling.
The structure was organized into six thematic sections, each corresponding to an area of expertise for the operators. Each section leads to a descriptive page listing the available articles, using a between-page navigation menu that gives users an immediate overview of the content and lets them move between articles without losing their place.
Every article follows a shared template built with the client. It always opens by declaring the purpose of the page, then moves to the prerequisites needed to handle that specific case, and the step-by-step procedure the operator must follow. There is always a pre-written reply template ready to be personalized and sent in seconds, alongside any relevant contacts or links for further reference.
Three components complete the navigation experience: the breadcrumb keeps the path through the knowledge base structure always visible; the contributor section identifies the authors of each page, useful for knowing who to contact when content questions arise; the page index lets users jump directly to the right section of a long article — for example, going straight to the reply template without scrolling through the full procedure.
On the homepage, the bank was also able to leverage intranet.ai’s intelligent search, which reads the full text of articles and responds by interpreting the natural language of operators’ questions. This provides an additional layer of fast information access for someone who does not have time to navigate menus while handling a live request.
The working method started with a requirements gathering session with the client. From there, the team independently defined the structure, main categories, and templates, then shared everything with the client’s point of contact for final approval. Only after sign-off were the first articles populated together with the client, and only at the end did the dedicated training session for internal editors take place — designed to make them fully capable of publishing new content independently, simply by copying the ready-made template.
The results: a structure ready on time, and already alive
The project was completed in one month, on schedule with the launch of the new customer support service. Since then, the knowledge base has not remained frozen at go-live: the client has continued to contact the intranet.ai team to add new sections or reorganize specific areas, such as the FAQ section — a sign that the site is being used actively and not simply consulted once and abandoned.
The bank’s editors, trained during the project, are now able to add new articles independently by following the predefined templates, contacting the intranet.ai team only for deeper structural changes or when opening entirely new sections. This balance lets the bank stay agile in its day-to-day content management without depending continuously on external support.
One aspect worth highlighting is the continuity of the relationship. The knowledge base project did not emerge as an isolated initiative, but as a natural evolution of an already established partnership: the bank had been an intranet.ai customer for about a year for its full corporate intranet, which meant the team could start from familiar ground — both technically and in terms of working relationship. There was no need for a “getting to know each other” phase. The IT manager already knew how the intranet.ai team works, which allowed the team to compress the project startup time and focus immediately on content structure rather than preliminary organizational questions.
What comes next?
The structure built for the contact center is designed to stay open and evolve: new articles will continue to be added following the same framework defined at the start of the project, as new scenarios emerge that need to be documented. No major structural changes are planned, precisely because the setup was designed from the beginning to scale without needing to be redesigned.
The intelligent search — already active and appreciated by operators — also provides a solid foundation for building further rapid-assistance tools, should the contact center service grow in volume or complexity. It is not out of the question that in the future the knowledge base could be enriched with additional AI-powered tools capable of independently interpreting the most complex operator requests and directly suggesting the most appropriate procedure.
Content governance also remains a central challenge going forward: keeping internal procedures aligned with what is published in the knowledge base, updating articles whenever a regulation or operational practice changes, will likely be the most continuous challenge of this tool now that the initial build phase has been completed successfully.
Do you need a knowledge base for your customer support team or a new service about to launch? Book a demo and see how intranet.ai can help you build it on time.