A knowledge base is a centralized repository of information that is structured, organized, and easily accessible to users for reference, learning, and problem-solving. It can include FAQs, guides, tutorials, troubleshooting articles, best practices, and company policies. Businesses use knowledge bases to support employees, customers, and stakeholders by providing self-service access to valuable information, reducing the need for direct assistance. They can be managed internally for organizational knowledge sharing or externally for customer support. Effective knowledge bases leverage search functionality, categorization, and regularly updated content to ensure relevance and usability.
This article explains the knowledge base, its advantages, the method to create a knowledge base, and some tips for enhanced self-service. If you want to learn more via video, watch the video below. Otherwise, skip ahead.
Knowledge Base Key Features
A knowledge base helps customers solve their problems without direct assistance. It empowers users with self-service options, reducing dependency on support teams and improving efficiency. Below are the key features of a well-structured knowledge base.
Organized Knowledge Management
A knowledge base is built using a structured process called knowledge management. This involves collecting, organizing, and categorizing information to make it easily accessible. A well-managed knowledge base ensures customers quickly find relevant answers without frustration.
Dedicated Knowledge Base Software
A knowledge base software helps store, manage, and publish information effectively. This software enables teams to create a centralized repository of helpful content, ensuring that customers and employees can access accurate and up-to-date information anytime.
Internal and External Accessibility
A knowledge base serves both customers and internal teams. While external knowledge bases provide self-service support for customers, internal knowledge bases assist employees in accessing essential company resources, policies, and troubleshooting guides, improving overall operational efficiency.
Customer Service Integration
Customer service teams build and maintain a knowledge base. Support teams gather insights from customer queries and issues, using that data to create valuable content. This proactive approach helps reduce incoming support tickets and improves customer satisfaction.
Reduced Workload for Support Teams
Handling customer inquiries through calls and emails can be time-consuming and repetitive. A knowledge base minimizes the need for direct interactions by offering structured, pre-written answers to common questions. This allows support teams to focus on more complex issues rather than answering repetitive queries.
Scalability and Improved Customer Experience
A well-designed knowledge base enables businesses to scale their customer support operations efficiently. Instead of reacting to every customer issue individually, companies can proactively provide solutions, earning customer trust and enhancing user experience. Satisfied customers are more likely to return, leading to increased business growth and revenue.
What Kind of Information Is Provided in a Knowledge Base?
Some knowledge bases contain codes for developers, while some carry artificial intelligence data that a machine can learn from.
At the same time, some knowledge bases are designed just for customers, and some for business employees and team members.
A knowledge base is either aimed at internal or external organization use. The information varies depending on the target audience’s needs.
For example, the aircraft industry can have a knowledge base with information on all the aircraft, their tools, and their functions. Such knowledge is either for the pilots or aircraft maintenance engineers.
At the same time, the aircraft industry can also have a knowledge base for customer use, which can include information regarding company policies and rules to follow during a flight.
Sometimes, a single knowledge base is designed for any audience interested in a specific industry. This means the information in a knowledge base varies depending on the target audience and their needs.
What are the Types of Knowledge Bases?
There are two types of knowledge bases.
Internal Knowledge Bases
An internal knowledge base is a centralized hub where employees can collaborate and share company knowledge. It is designed exclusively for internal use, ensuring that employees have quick access to essential resources such as:
- Company Policies and Procedures – Employees can find HR policies, compliance guidelines, and workplace regulations.
- Training and Onboarding Materials – New hires can access training documentation, tutorials, and role-specific instructions to accelerate their learning curve.
- Standard Operating Procedures (SOPs) – Teams can document best practices, workflows, and troubleshooting guides to improve efficiency.
- IT and Technical Support – Employees can find step-by-step solutions for common technical issues without contacting IT support.
- Project Documentation and Collaboration – Teams can store and manage project files, meeting notes, and internal reports for seamless collaboration.
External Knowledge Bases
An external knowledge base, or a customer-facing knowledge base, is designed to provide customers with self-service access to information about a company’s products and services. These knowledge bases are typically available online and accessible to anyone seeking answers. They commonly include:
- Product Guides and Manuals – Detailed instructions on how to set up, use, and troubleshoot a product or service.
- FAQs (Frequently Asked Questions) – A collection of common customer queries and their answers to improve user experience.
- How-To Articles and Tutorials – Step-by-step guides walk customers through tasks, features, or processes.
- Troubleshooting and Error Resolution – Solutions to common problems, helping users resolve issues without direct support.
- Community Forums and User Discussions – A space for customers to ask questions, share insights, and collaborate with other users.
What Are the Benefits of a Knowledge Base?
Internal and external knowledge bases offer organizations, employees, and customers advantages. A well-structured knowledge base enhances efficiency, improves user experience, and reduces operational costs.
Benefits of Internal Knowledge Bases
An internal knowledge base is a powerful tool for improving workplace efficiency and fostering a knowledge-sharing culture. Here’s how it benefits organizations:
Easy Access to Organizational Knowledge
Employee turnover is inevitable, as Millennials and Generation Z professionals frequently change jobs. Without a structured system for retaining institutional knowledge, valuable insights can be lost when employees leave. An internal knowledge base acts as a centralized repository, preserving important information and making it easily accessible for new hires. This allows employees to get up to speed quickly, reducing the time needed for training and knowledge transfer.
Increased Productivity
When employees spend too much time searching for information, productivity suffers. A well-organized internal knowledge base allows employees to find answers instantly without interrupting their workflow or relying on colleagues for guidance. This streamlines daily operations and enables employees to focus on tasks without delays.
Reduced Onboarding and Training Costs
Training new employees can be both time-consuming and expensive. Instead of dedicating significant resources to repetitive training sessions, companies can use a knowledge base to provide structured, on-demand training materials. Employees can access step-by-step guides, process documentation, and FAQs to learn at their own pace, reducing the need for direct supervision and minimizing onboarding costs.
Improved Communication and Collaboration
A knowledge base is a collaborative space where employees can store, share, and update information. By documenting best practices, standard operating procedures, and company policies, teams can improve cross-departmental communication and ensure everyone can access the same reliable information. This fosters a more informed and connected workforce.
Benefits of External Knowledge Bases
An external knowledge base enhances customer support and improves user experience. Here’s why businesses should invest in one:
Reduced Customer Support Costs
Customer support teams often deal with repetitive inquiries, increasing operational costs. Businesses can significantly reduce the number of support tickets by offering a well-organized external knowledge base. Customers can find solutions to problems independently, allowing support teams to focus on complex or high-priority issues. This reduces staffing costs while maintaining a high level of customer service.
Improved Customer Satisfaction
Customers prefer quick and easy solutions to their problems. Many users would find an answer independently rather than wait for assistance. A knowledge base provides customers instant access to FAQs, troubleshooting guides, and step-by-step tutorials. Businesses can enhance customer satisfaction and build stronger relationships with their audience by providing valuable self-service options.
Reduced Customer Wait Times
Long wait times for support can frustrate customers and lead to negative experiences. A knowledge base eliminates this issue by offering immediate access to information. Instead of waiting on hold or waiting for an email response, customers can quickly find the answers they need, improving overall engagement and retention rates.
How Do You Develop a Knowledge Base?
Developing a knowledge base is not a one-time task; it requires careful planning, collaboration, and ongoing improvements in your knowledge management system. A structured approach ensures that your knowledge base remains useful, professional, and user-friendly. Below are the key steps to building an adequate knowledge base with practical advice on each stage.
1. Define Your Purpose and Goals
Before creating a knowledge base, clearly define why you need one and what problems it will solve. Ask yourself:
- Who will use the knowledge base? (Employees, customers, or both?)
- What type of information will it contain? (Product guides, FAQs, troubleshooting steps?)
- What is the main goal? (Reduce support tickets, improve onboarding, increase self-service options?)
Choose the right knowledge base software that aligns with your needs. Some popular tools include Confluence, Zendesk, Notion, and Helpjuice. The right platform should support easy content creation, searchability, and scalability.
2. Organize and Structure Your Content
A knowledge base should be well-structured to help users quickly find the necessary information. Start by:
- Identifying common questions and pain points. Conduct research by analyzing support tickets, customer feedback, and employee queries.
- Categorizing content logically. Use clear sections such as “Getting Started,” “FAQs,” “Troubleshooting,” and “Advanced Features.”
- Using a consistent format. Standardize articles with headings, bullet points, and a clear hierarchy for easy readability.
Upload this structured content into your knowledge base platform, ensuring it is appropriately indexed for search functionality.
3. Draft Content Collaboratively
A successful knowledge base requires input from multiple teams. Involve:
- Customer support teams – They have firsthand experience with common customer issues.
- Product managers – They understand the product’s technical aspects.
- Marketing teams – They ensure the brand voice is consistent.
Encourage collaboration using shared documents or knowledge base tools that allow real-time editing. Implement version control so updates can be tracked, and ensure there is a review process before publishing new content.
4. Maintain a Professional and Consistent Tone
Your knowledge base represents your brand, so professionalism is key. Ensure that:
- Content is concise and to the point, avoiding unnecessary jargon.
- Information is neutral and fact-based, avoiding opinions or assumptions.
- Technical writing best practices are followed, including active voice, clear formatting, and proper grammar.
Adding images, screenshots, and short videos can enhance clarity and make instructions easier to follow.
5. Focus on User Experience and Accessibility
A knowledge base should be intuitive and user-friendly. To achieve this:
- Use simple language that both beginners and advanced users can understand.
- Ensure easy navigation by implementing a search bar, filters, and clear categories.
- Make it mobile-friendly so users can access it from any device.
- Include step-by-step guides to simplify complex topics.
Collect feedback from users and analyze metrics like search queries and bounce rates to identify areas for improvement.
6. Continuously Update and Improve
A knowledge base is never “complete.” Keep refining your content as your business evolves and new products or updates are introduced. Best practices include:
- Regularly auditing content to remove outdated information.
- Encouraging feedback from employees and customers to identify gaps.
- Updating articles based on customer queries, product changes, and industry trends.
Conclusion
A traditional knowledge base is a repository or library containing product or service information. Knowledge bases vary in types depending on the target audience. Sometimes, a knowledge base is designed for internal organization’s use, for external organization, and sometimes both.
An external knowledge base helps the business customers to resolve their issues. Customers prefer self-service, and knowledge bases are a privilege in such cases. It also reduces the workload of the customer support team. Customers can use different learning styles and absorb the most information in the style they prefer to learn from.
You don’t need to operate 24/7 with a knowledge base. Customers can benefit at any time through a knowledge base regardless of their region.
In short, we can say that knowledge bases provide excellent customer service. If you want to design a knowledge base, refer to the knowledge management process discussed above to build one.
FAQs
Here are the most frequently asked questions about knowledge bases.
What is a knowledge base system, and why is it important?
A knowledge base system is a centralized repository that stores and organizes information to improve accessibility and efficiency. It plays a crucial role in knowledge base management by ensuring employees and customers can quickly find the information they need, leading to better decision-making and productivity.
How does an external knowledge base support customer success?
An external knowledge base provides customers with self-service access to critical information, reducing the need for direct support. By keeping resources up-to-date, businesses can enhance customer success by ensuring users access accurate and relevant content, improving their overall experience.
How can businesses ensure their knowledge base stays up-to-date?
To maintain an up-to-date knowledge base, businesses should implement regular content reviews, encourage contributions from subject matter experts, and use automated tools that detect outdated or inaccurate information. A well-maintained knowledge base ensures all the knowledge remains relevant and useful over time.
What are the key benefits of knowledge base management?
Effective knowledge base management improves information organization, streamlines support processes, and enhances employee and customer experience. By systematically managing content, businesses can ensure their knowledge base remains comprehensive, efficient, and aligned with organizational goals.
If you are new to document control management and are looking to learn more, we recommend taking our Knowledge Manager Certification Course, where you will learn the fundamentals of creating and managing a knowledge base.
