What is a knowledge base and its purpose?

A knowledge base serves as an online repository of information that individuals can access to find answers to common questions, solutions, and resources related to a particular topic. It facilitates self-service by allowing users to resolve queries without needing external assistance.

Types of Knowledge Bases

External Knowledge Base: Accessible to customers, clients, or the general public, containing FAQs, how-to guides, and troubleshooting content. Internal Knowledge Base: Houses private or confidential information intended for the company's team members, including policies, onboarding materials, and training resources.

Forms and Functions of Knowledge Bases

Knowledge bases can take various forms, including PDFs, documents, spreadsheets, web portals, wikis, and databases. They may utilize automation and AI to interact with users, providing tailored responses to queries.

Knowledge Base Tools and Software

Companies can choose from a range of knowledge management systems and tools, such as content management software (e.g., HubSpot, WordPress), browser extensions (e.g., Guru), web-based tools (e.g., Notion), and apps (e.g., Slack).

Advantages of Knowledge Bases

Support Team Relief: Reduces the number of support tickets for both internal and customer support teams. Improved Customer Experience: Provides instant access to answers, enhancing user satisfaction. Boosted SEO: Enhances search engine optimization by incorporating relevant keywords. Efficient Onboarding: Facilitates quick onboarding of new employees by centralizing company information.