What is a Knowledge Base?


A knowledge base is more than just a collection of documents—it’s an organized system designed to store, access, and share information. In such systems, retrieving pieces of information is made easier for both individuals or automated machines. Think of it as a centralized hub where everything from FAQs to detailed tutorials lives, ready to be used exactly when and where it’s needed.

Instead of having information scattered across emails, spreadsheets, or stuck in employees’ heads, a knowledge base brings it all together in one place. It minimizes the amount of unproductive communication along with the repetition of several errors within an organization. Knowledge bases serve the dual function of self-serve customer support systems as well as privately accessible organizational onboarding for IT troubleshooting and product development.

What are the components of a knowledge base?

A high-performing knowledge base isn’t just a pile of articles. It’s built from a few key components that work together:

What are the benefits of using a knowledge base?

Implementing a knowledge base isn’t just a nice-to-have—it’s a strategic move. The benefits ripple across an organization:

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