Knowledge Base definition

What is the Knowledge Base?

A Knowledge Base is a set of documents and instructions which an organisation can prepare and publish, for instance, on its website, to provide its support teams and customers with relevant, accurate and understandable information at hand. It may refer to products, services, collaboration etc.

The Knowledge Base typically includes information such as:

• Frequently asked questions (FAQs)
• Product and service information
• Troubleshooting tips
• Guides on “how to use a product”
• Solutions to common problems

The Knowledge Base can be a valuable tool for managing customer issues efficiently and effectively. It provides a central repository of information that agents can consult to quickly find relevant and accurate answers to common inbound inquiries, reducing the need for repetitive or unnecessary interactions. This streamlines the support process, minimises workload and associated costs, and ultimately increases customer satisfaction.

When accessible and easy to understand, the Knowledge Base can enable buyers to resolve concerns quickly and smoothly without asking the company’s agents for help.