Best Practices for MSP Documentation Knowledge Base

Managed Service Providers (MSPs) heavily rely on documentation, both for their internal workflow and their clients' business. From client onboarding guides and SOPs to troubleshooting steps and escalation workflows, every minute saved in searching or updating information translates directly into efficiency and higher client satisfaction.

Yet, many MSPs store their data on scattered knowledge sources - PSA knowledge modules, spreadsheets, SharePoint folders, PDFs or docs on local PCs - that simply don’t scale. A modern AI-powered knowledge base is no longer “just a nice addition to the toolkit,” it’s critical for MSPs who want to run lean, reduce errors, and deliver a consistent client experience.

We at Perfect Wiki noticed that some of our clients are working in MSP field and decided to run our small research in this regard to see, how we can help them in their workflow. Our goal was to identify best practices for the business and adapt Perfect Wiki for these needs, so we could tick all the boxes for our current users and probably save much time and effort for other MSP teams who are currently struggling with improper knowledge management.

We made couple posts on LinkedIn, interviewed some of our customers, including Chris Wenzel, a Director of Services at Visionary 360 and former MSP (see the full blog post here: https://perfectwikiforteams.com/blog/manage-knowledge-msp) and read multiple forums to get deeper into the topic. 

We wanted to know:

• What features and integrations are essential for MSP
• How Perfect Wiki is implemented into the workflow of an MSP team
• What pain points and challenges people in the filed have 
• What solutions they use as their documentation management tools
• And finally, how they envision their best case scenario workflow

Here are the best practices we were able to gather based on our findings, especially they are crucial for small and midsized MSP teams.

1. Structure: Organize by Client and Global Content

First of all, we are focusing on the client content that MSP manage on a daily basis. It has to be strictly divided from client to client and updated regularly. It's also important to provide easy access to knowledge for clients themselves. The essentials points here are:

• Per-client spaces (tenants): We recommend giving each client their own dedicated space for unique runbooks, network maps, and procedures. In Perfect Wiki this case can be covered via using separate knowledge bases for each client, so the knowledge never mixes into one big mess. 
• Inherited global content: Maintaining a global library of SOPs, templates, and compliance docs that can be applied across tenants - is also a great point.
• Granular roles: Another recommendation is to assign roles like Technician, Manager, and Client Viewer. For sensitive areas, use masked fields or vault-style redacted section. MSP team can set certain user groups for each knowledge base, add page owners for separate articles and grant necessary editing permissions, so the content is not changed or altered accidentally.
• Approval workflows: Require reviews and sign-off before critical docs go live, we suggest pairing this with version history for compliance. That is actually very important, as even the best SOP and most accurate policy can go outdated. So timely verification and approval processes have to work properly -  in Perfect Wiki it's possible to add verification dates, so your clients content is always fresh and up-to-date.

Summing it up, the structuring and organizational processes are fully covered by the tools Perfect Wiki offers for clients' an internal documentation management.

2. Access: Balance Security and Usability

We understand that security is one of the major topics when we speak about data management in MSP. So, here are the most vital points based on our research:

• SSO & MFA: Keep internal docs private using secure platforms and authentication methods. Of course, no one wants there data to be in free access or accidentally changed by an unauthorized user. Perfect Wiki takes data protection really seriously, that is why we ensure most secure authentication methods - via Microsoft, Google or Passwordless sign in. Moreover, MSP members can set custom access lists for every knowledge base to limit the access to the knowledge. This adds to the privacy and security of their clients' data.
• Public vs. guest-facing:  Each of the MSP's clients would need access to the content from time to time. Perfect Wiki has couple options here: the first one - a separate internal knowledge base dedicated for on client, with limited access list. The second one - is a public facing knowledge base, if the client is fine with keep knowledge in a publicly available source. This way they can access the content even without authentication, a great example is a Perfect Wiki Help Center.

• Expiring links: Give clients secure, time-limited access when sharing sensitive material. If a member of an MSP team is an admin in Perfect Wiki - they can always grant or revoke access to certain content bits. If that is required for proper documentation management - we are always there to help.

  

• Teams integration: Perfect Wiki lives natively in Microsoft Teams. You can pin any page to your Microsoft Teams channel as tab, so you can have a look at it whenever you need to. Moreover, you can embed Perfect Wiki page or knowledge base to every solution that supports iframe embedding. So, you do not have to limit your clients with Microsoft Teams only. 

  Additionally, Perfect Wiki offers Slack and Chrome integrations, allowing you to get easy access to your knowledge without disrupting your workflow. You can query the knowledge bot and create new articles right from the web, or get quick answers to your questions via Slack.

Concluding the usability and security section, we'd like to highlight that making Perfect Wiki intuitive was our main goal, so you clients can at any point visit their knowledge base, check and correct something (if it's required). They do not need specific preparation or time-consuming onboarding preparations.

3. Helpdesk Integration: Close the Loop

Next, we reviewed the competitors on the market and to our surprise we found that many essentials features of a proper knowledge base are not simply present in modern and popular knowledge management tools for MSP.

Many helpdesk platforms like ConnectWise, Autotask, Jira SM, and Zendesk include KB modules, but they often lack:

• Good templates for SOPs and runbooks - Perfect Wiki offers a reach template gallery paired with AI Agent that can create any personalized content per request.

  

• Deep search (e.g., by device IDs, client domains) - Perfect Wiki's main advantage is searchability and accessibility. Finding content bits is really easy: we offer our AI-Powered search engine (boosted by on-page search and filtering by title). However, the most powerful feature is the AI Agent that replies your questions in seconds with the data from the knowledge base, providing links for further reading.  

  

• True versioning and scheduled reviews - this point was already covered early in the article, just would like to emphasize that Perfect Wiki stores 365 versions of each article and allows to set verification reminders and even assign them to specific users. 

  

• Visual steps like diagrams and workflows - having visual elements added to the content is always an advantage. Perfect Wiki supports multiple video integrations (Stream, Loom, YouTube, Vimeo), flow charts, diagrams and projects (Tango, Draw.io, Lucidcharts etc.) and basically - you can add any media content to the Perfect Wiki page. This allows to keep all the content under one roof. 

  

• Ticket intake that can automatically generate draft Knowledge base entries can be very useful to speed up the MSP workflow. Perfect Wiki AI Generator takes it to another level - it not only creates article per request, it fills in templates for you, refines the existing text and does many more things - just let it know what the task is.

  

Pairing your KB with your Professional Services Automation (PSA) and Remote Monitoring and Management (RMM) ensures documentation evolves alongside support activity. A knowledge base with a proper toolkit facilitates MSP work multiple times, as they just have every tool at hand to manage clients' documentation the way it should be done.

4. Why a Standalone Knowledge Base Works Better

Nowadays MSP notice that there' no way they can go without a knowledge base tool because scattered files, shared links and poorly searchable Intranet do not provide any clarity and structure. Many MSPs find standalone knowledge bases more effective because they:

• Allow faster authoring with cleaner interfaces
• Offer more flexible permissions across teams and clients
• Avoid vendor lock-in and inflated seat pricing
• Provide dedicated focus without the clutter of PSA modules

And Perfect Wiki successfully combines all the necessary features: from authentication to sharing content, from user permissions to AI Agent retrieving knowledge. Many teams from different fields choose Perfect Wiki because they see how the intuitiveness meets efficiency there. And MSP teams are no exception.

5. Must-Have Integrations for MSP Knowledge Bases

The right integrations ensure your KB isn’t an isolated tool but a connected hub, for example:

• Identity & security: Azure AD groups, MFA, Intune
• Collaboration: Microsoft Teams, SharePoint
• RMM & monitoring: NinjaOne, Datto RMM
• Password vaults: Bitwarden, 1Password
• Diagrams & workflows: Draw.io, Mermaid
• Automation: Webhooks, APIs, bulk imports (e.g., from IT Glue with field mapping)
• SOP & checklist templates: With one-click “run mode” for technicians in the field

Perfect Wiki offers a vast majority of integrations with different tools like Azure Logic Functions, Microsoft Teams, Slack, Power-Automate, ChatGPT, Copilot, SharePoint, Chrome and more (https://docs.perfectwiki.com/Integrations_ZZU5ZrUcL4y4m9Ua9im6)

With all the simplicity, the tool is packed with useful features and functionalities that allow MSP to fully rely on Perfect Wiki as the client documentation hub or internal support portal.

Final Thoughts

An MSP knowledge base isn’t just storage - it’s your team’s playbook for consistency, speed, and quality. By structuring content per client, locking down access appropriately, integrating with your helpdesk, and embedding into tools like Microsoft Teams, MSPs can turn documentation from a burden into a competitive advantage.

Whether you’re replacing IT Glue, moving away from PSA modules, or building from scratch, focusing on accessibility, automation, and security will make your knowledge base the backbone of your MSP operations.

If you’re ready to simplify documentation and bring everything into your team’s daily workspace, try out Perfect Wiki. It’s built natively for Microsoft Teams, making setup painless and adoption seamless.

👉 And if you’re an MSP, reach out to us directly at hello@perfectwiki.com - we have a special offer just for MSP teams to help you get started faster.