What Is A Knowledge Base?
A centralized hub for sharing knowledge with customers and employees
Table of Contents
Understanding a Knowledge Base Why Is a Knowledge Base Important? Purpose of a Knowledge Base Video Overview Best PracticesKnowledge 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.