What is Knowledge Base Documentation?
Knowledge base documentation is a centralized digital repository that organizes and stores structured and unstructured information to support users, employees, or developers. It can include technical data, product manuals, FAQs, troubleshooting guides, and instructional articles, making it easier to access and share knowledge efficiently. For example, a software company may create a knowledge base containing setup guides, troubleshooting steps, and best practices to help users resolve common issues without contacting customer support.
Customers prefer to use a knowledge base rather than contacting customer support. According to a study, 81% of users feel frustrated when they can’t find directions to overcome a situation or perform a task.
These statistics elaborate on the need for a knowledge base. A knowledge base doesn’t need to provide information only. The documentation is goal-oriented, meaning customers can find the information they need.
If you want to learn more via video, watch the video below. Otherwise, skip ahead.
What Exactly is Knowledge Base Documentation?
First, let’s dive into the proper definition of a knowledge base.
A knowledge base is a library that stores a published collection of helpful customer information. The information means helpful articles, how-to guides, answers to frequently asked questions, and instructions for troubleshooting the issues.
A knowledge base is designed to assist people with their issues online. Through helpful documentation, a customer doesn’t need to contact the customer support team. Knowledge base enables users to solve their queries on their own.
A knowledge base does not only help the customers but also the business. When customers use the documentation for help, the burden of phone calls and emails is reduced for the customer support team.
What are Knowledge Base Documentation Templates?
Creating a knowledge base is a trickier task. There are different knowledge base documentation tools, templates, and their types. Here are some template types and ideas to consider when creating a knowledge base. We have also provided some examples along with ideas for a better understanding:
1. A Video-Text Hybrid
A video-text hybrid knowledge base combines explanatory videos with written text. The video either reinforces the written content or explains a specific step in a process.
Video is not a direct replacement for written information but rather an added resource that allows customers to choose between watching an instructional video or reading the text.
There are two types of customers: those who prefer reading and those who like watching. A hybrid knowledge base caters to both learning styles, making it easier for users to absorb information in their preferred format.
This approach increases the likelihood of customers finding solutions independently while reducing the need to contact customer support.
Structure of a Video-Text Hybrid Knowledge Base
Title of Query
Includes the main title and relevant keywords that customers will likely search for when looking for a solution.
Overview
Provides a brief introduction (2-4 sentences) to the topic and outlines the customer’s potential query. This section is crucial, as it helps users determine whether the article addresses their issue.
Body
Contains detailed answers to customer queries, often supplemented with step-by-step instructions. This section may also include embedded explanatory videos to enhance understanding.
Explanatory Videos
An instructional video may follow the overview or be embedded within the body. Depending on the complexity of the topic, there may be one or multiple videos to guide users through the process effectively.
How-to Illustration
A how-to illustration knowledge base provides a step-by-step written guide supported by images and diagrams to clarify the process. This is one of the most widely used knowledge base formats adopted by organizations across industries.
This knowledge base typically includes instructional articles and how-to guides, similar to customer support emails featuring visual aids.
If you are developing a knowledge base for your business, you can start by repurposing a standard customer support email. For example, take an email that answers a frequently asked question, refine it into an article format, and add relevant images or illustrations. Once finalized, publish it in your website’s help center for easy accessibility.
Structure of a How-to Illustration Knowledge Base
Title of Query
Clearly state the query title along with relevant keywords.
Overview
Write a concise 2–3 sentence summary of the customer’s query. Include an image or illustration that highlights the issue.
Explanation
Provide step-by-step solutions, incorporating images, flowcharts, and infographics where necessary. Ensure that each step includes a corresponding visual aid so that users can follow along easily.
Product Overview
A knowledge base does not always focus on troubleshooting or customer issues. Some knowledge bases are specifically designed to provide detailed product information for potential customers.
A product overview knowledge base contains articles that explain product features, services, and benefits. These articles help potential customers understand how a product works and how it can meet their needs.
If you work in customer support, you may have received emails from prospects asking for more details about a product. To create a product overview knowledge base, take a well-structured response you’ve previously sent and reformat it into an article. Organize the content into clear sections, use headings and subheadings, and incorporate compelling product images.
Since this knowledge base plays a key role in sales and marketing, it is often created in collaboration with the marketing team.
Structure of a Product Overview Knowledge Base
Title of the Product
Clearly state the product name. If applicable, include images of physical products or screenshots for digital products.
Overview of the Product
Provide a brief 2-3 sentence summary describing the product and its basic functions.
Detailed Guide to Product Features and Uses
List and elaborate on the product’s features and functionalities. Clearly explain how it can be used, highlighting key benefits. Persuasive writing is crucial in this section to engage potential buyers. Where relevant, include appealing illustrations to reinforce key points.
4. Getting-Started
Another knowledge base template includes getting started with content for customers.
Consider a scenario where a customer buys a product for the first time. How do they use it for the first time? How do they set up the product?
For answers to such questions, they will likely explore the company’s website for help.
Getting started articles are lengthy articles. These include a detailed introduction to the product, and a list of bullet points to use the product. However, such knowledge base articles can include videos and illustrations to support the content.
The structure of getting-started-with content is the same as the above knowledge base templates’ structures.
Here’s the template for such documentation articles:
- Title
- Summary
- Body
- Illustrations/videos
The content in an online knowledge base is generally up to date. In addition to that, such popular articles aim for a good customer experience. A technical writer is responsible for writing documentation with a great internal structure.
5. User Basics
User basic type content in a knowledge base provides an ultimate guide to users so they can have self-service.
Many software companies allow collaborative workspaces. So, when a new user joins, there’s a need for the new user’s guides.
Thus, these documentation guides provide enough information to new users, and they are aware of how they can make the best out of a product.
The documentation structure is also the same, except for the fact that they include basic information rather than detailed guides. Here’s the structure:
- Title
- Overview
- Basics
- Infographics
This documentation template can also include videos and illustrations.
Above, we have provided some knowledge base templates. Now, let’s quickly jump over to some knowledge base documentation software.
6. FAQs Style Guide
Frequently asked questions are a fundamental section of a knowledge base. Such sections provide answers to the most commonly asked queries from users. This is one of the most helpful style templates for a knowledge base for customer satisfaction.
An FAQs knowledge base includes a search engine for questions and provides compact answers in return to customers.
Customers can search questions like “How to set up my robot?”, “How to change my password?’” and more questions like these.
Sometimes, chatbots and AI assistants serve as great FAQs tools. With these bots, you can automate this knowledge base style guide.
Apart from these chatbots, you can also write articles on frequently asked questions. The product management team can assist the content writer while drafting these articles for your knowledge base.
7. Troubleshooting
It is daunting and tiring for users when they can’t troubleshoot the technical issues they are facing.
Troubleshooting type knowledge bases ensure good customer support with 100% user satisfaction.
Apart from the above features, a troubleshooting style knowledge base helps the customer service team and saves time. In addition to that, a CS team cannot operate 24/7 and there are definitely some off-hours. A troubleshooting knowledge base serves its purpose to the full in such times.
Customers don’t have to contact the live team and agents. With troubleshooting type knowledge bases, they can solve their queries on their own and have self-service.
To develop such knowledge bases, research on the most commonly encountered customer issues.
Once you find out the pinpoints from where the issues originate, try solving those issues, and draft help-guides customers to troubleshoot these issues.
Furthermore, these types of knowledge bases enable product users to fix bugs on their own. Thus, it assists the self-service opportunities.
A troubleshooting knowledge base has this structure:
- Step-by-step instruction guides
- Videos
- Screenshots
- Illustrations
All these graphics assist customers in troubleshooting their issues.
Above we have provided some useful knowledge base templates. Not all knowledge bases are the same, and not all have the same structure. Go through the above-mentioned templates, and choose a template wisely.
How to Select a Knowledge Base Documentation Template?
The method is complicated yet clear. Picking the right knowledge base template can be tricky.
Ask your customer service team to assist in the development of a knowledge base through different knowledge base tools. Research about your audience and core segments. Then, based on this research, align the self-service content with the data obtained.
If your business offers a complex product, then choose the troubleshooting style template for your knowledge base with a search function.
Furthermore, if your support team notices a huge influx in queries from potential and new customers, then an FAQ-style knowledge base is a great choice for your needs. In addition to that, use a knowledge base management technique for content creation.
Apart from that, a knowledge base tool can develop a search function. This way, customers can not only access information but also open support tickets for their queries.
Similarly, research your audience, and find what they are looking for. Then design the content based on this user research. Choose the template keeping in view the customer needs.
The contents of a knowledge base should align with the customer’s needs. Sometimes, a customer visits the company’s knowledge base to troubleshoot technical issues. While sometimes a customer views a knowledge base to know more about the product’s features.
Thus, keep all of these facts in mind and then develop the templates that best suit your needs.
Apart from all these, the majority of the knowledge base includes articles. Thus, it is completely up to you whether a customer is content with the article’s content, or gets frustrated.
Summary
Above, we have provided some of the most used documentation templates. You can look to decide which one suits the best for your business.
The video-text hybrid style is the most suitable template to write knowledge base articles. Such articles are best suitable for visual learners.
When you want to address your product, try using the product overview writing style.
In addition to that, when you want to address customer queries, go with the FAQs style.
Creating a knowledge base is as difficult as responding to unlimited customer queries. But once you design the documentation, the customer support process becomes a lot easier. There are many knowledge base tools that you can use to develop a knowledge base with search functionality.
You can read this article on knowledge base software to choose the right knowledge base software for your organization.
Go through this article on introduction to the Knowledge base, and learn how to create a knowledge base. The article also provides some insights into knowledge management.
FAQs
Here are the most frequently asked questions about knowledge base documentation.
What is the difference between an internal knowledge base and an external knowledge base?
An internal knowledge base is designed for use within an organization, providing employees with easy access to critical information, best practices, and company policies. In contrast, an external knowledge base is public-facing, helping customers or clients find answers to their questions, access product documentation, and troubleshoot issues independently.
Why is internal knowledge base software important for businesses?
Internal knowledge base software helps organizations centralize and manage their internal documentation efficiently. It improves collaboration, reduces time spent searching for information, and ensures employees can access up-to-date resources, ultimately enhancing productivity and knowledge sharing across teams.
How does an internal knowledge base improve internal knowledge management?
An internal knowledge base streamlines internal knowledge management by organizing essential documents, standard operating procedures, and company guidelines in one place. This ensures that employees, regardless of their department or experience level, can quickly access the information they need to perform their roles effectively.
What role does a senior technical writer play in knowledge base documentation?
A senior technical writer creates, structures, and maintains high-quality knowledge base documentation. Their expertise ensures that content is clear, concise, and user-friendly, making it easier for employees or customers to understand complex processes or technical information.
How can businesses optimize their knowledge base documentation?
To optimize knowledge base documentation, businesses should maintain well-organized content, use a clear and consistent writing style, and update information regularly. Leveraging user feedback and employing knowledge base software can further enhance usability and efficiency.
How can a knowledge base serve both your customers and internal teams?
A well-structured knowledge base benefits your customers and internal teams by providing easy access to essential information. Customers can find answers to common questions, troubleshoot issues, and learn more about products without contacting support. Meanwhile, internal teams can use the knowledge base to streamline workflows, ensure response consistency, and improve overall efficiency.
Why is technical writing important for creating a knowledge base?
Technical writing plays a crucial role in knowledge base documentation by ensuring that information is clear, concise, and well-structured. Effective technical writing helps users quickly find and understand the information they need, reducing confusion and minimizing support requests. Well-written documentation also improves the overall user experience by presenting complex topics in an accessible and easy-to-navigate format.
