Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Book a Demo
  • Product Updates
  • Contact Us
  • Home
  • Getting Started

What Is A Knowledge Base?

A centralized hub for sharing knowledge with customers and employees

Written by Amanda Helpjuice

Updated at September 26th, 2025, by Amanda Helpjuice

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Getting Started
    Managing Users Permissions & Accessibility Content Management Analytics Video Tutorials
  • Article Editor
  • Swifty AI
  • Languages & Translations
  • Settings
    User Settings User Behavior Knowledge Base Settings Custom Domain
  • Authentication
  • Customization
    Customization Guides
  • API & Webhooks
    API V3 API V2
  • Billing / Subscription
+ More

Table of Contents

Understanding a Knowledge Base Why Is a Knowledge Base Important? Purpose of a Knowledge Base Video Overview Best Practices

Knowledge Base (KB) is a centralized repository where information is stored, organized, and shared. It helps both customers and employees quickly access the answers they need - improving efficiency, reducing support requests, and empowering users with self-service.

In this article, you’ll learn:

  • What a Knowledge Base is and how it works
  • The difference between internal and external knowledge bases
  • The main purposes and benefits of using one
  • How a KB can transform support and collaboration

Understanding a Knowledge Base

External Knowledge Base

Used for customers, an external KB provides a self-service portal where users can:

  • Learn about your products or services
  • Access step-by-step guides and tutorials
  • Troubleshoot issues independently
 
 

Internal Knowledge Base

Built for employees, an internal KB allows your team to:

  • Centralize company knowledge in one place
  • Share best practices and onboarding materials
  • Collaborate and avoid repetitive communication
 
 

Why Is a Knowledge Base Important?

✔️Reduces support workload: Customers can self-help, cutting support requests by up to 60%

✔️Boosts team productivity: Employees get instant answers without endless email threads

✔️Improves user experience: Knowledge is accessible anytime, anywhere

✔️Scales with your business: The more content you add, the more powerful and valuable your KB becomes

Purpose of a Knowledge Base

The main goal of a KB is to serve as a single source of truth. With everything stored in one centralized hub, both customers and employees can find the information they need in seconds.

Video Overview

Watch the video below to see how a Knowledge Base can transform your business and streamline knowledge sharing.

Best Practices

  • Keep content structured and organized in categories.
  • Use clear, descriptive titles for easy searchability.
  • Regularly update articles to stay relevant.
  • Balance external and internal KBs for maximum impact.
information repository resource database

Was this article helpful?

Yes
No
Give feedback about this article

Related Articles

  • How To Import Content into Helpjuice
  • How to Import Users
  • How to Set Up User Roles
  • How To Use Your Knowledge Base Behind A Login Wall

Copyright © 2025 - Helpjuice

Helpjuice, Inc. is a registered US Corporation, EIN # 45-2275731

Download W9
  • Help
  • Features
  • Pricing
  • About
  • Careers
  • Customers
  • Blog
  • Case Studies
  • Resources
  • Knowledge Base Examples
  • Privacy Policy
  • Terms of Service

Why is the knowledge base important?

With a knowledge base, you can allow your customers to self-help themselves, thus reducing your customer support by up to 60%. Furthermore, you can also have your team get instant answers to the questions they need without having to email themselves all using knowledge base software.

What is the purpose of a knowledge base?

The purpose of knowledge base software is to allow you to host your knowledge base/corporate wiki in one centralized 'hub'. Both your customers, and employees can now access information within seconds!

Made with from Miami, Bosnia, Morocco & Brasil

+1 (833) 387 3877 support@helpjuice.com
Expand