Categories

Knowledge Base

Knowledge base tools organize and share information. Build searchable libraries to provide instant answers for customers and team members.

Knowledge base

A knowledge base is a simple library of answers, guides, and checklists that anyone on a team can find. It matters because people ask the same questions again and again. With neat pages and clear tags, the right steps appear fast. New teammates learn quicker, support gets lighter, and mistakes drop. A small habit of writing what you know turns daily fixes into shared wisdom.

What is a knowledge base?

A knowledge base is a set of articles grouped by topic that explain how to do things. Each article has a short title, steps, and links to tools. Good pages start with a plain answer and then add detail. Search helps people jump to the right spot. Version history shows who changed what. It is like a friendly map that guides anyone who follows it.

How do we build one?

  • Choose a simple writing template.
  • Tag articles by topic and team.
  • Add screenshots only when needed.
  • Review pages every quarter.

What belongs in it?

Put answers to repeated questions, how to steps for tools, and checklists for common tasks. Add welcome guides for new hires and pages for on call duties. Include known issues and quick fixes. Add a page of terms so acronyms make sense. If a chat thread solves a problem, turn it into a page so the next person can help themselves.

How does it compare to documents?

Documents are great for long reports and plans, but a knowledge base is made for short, reusable answers. Docs often live in many folders and go stale. A knowledge base keeps pages small, tagged, and easy to update. It also links related articles so people can move step by step. Use docs for stories and strategy, and use the knowledge base for day to day help.

What are good writing habits?

Use short sentences and plain words. Start each page with the quick answer, then list steps. Put one idea per heading. Show a small example when it helps. Keep screenshots current and mark the date updated. Invite teammates to suggest fixes. With habits like these, the library stays clear and kind.

What if articles get out of date?

Set review reminders and assign owners to key pages. Add a small banner when a page is being updated. Let readers flag problems with a quick form. Track popular searches and fill gaps with new pages. Archive what is no longer used. When people trust the library to be current, they will use it more and ask fewer repeat questions.

Knowledge Base FAQ

What is a knowledge base?
A knowledge base is a simple online library for help articles, how‑to guides, and FAQs. It lets people search answers fast, share links, and learn without waiting for support. Clear pages, tags, and a strong help center keep teams and customers happy.
How do I add a new article?
Open the editor, click New, write a clear title, then add short steps with images or video. Tag the page with simple words and choose a category. Preview to check links, spelling, and mobile view. Finally, publish and share the help center link with your team.
Where do I find search and tags?
Search sits at the top of the help center. Type a word and see suggested articles. Tags show on each page and in the editor, so you can filter topics and group guides. Use two or three simple tags per article to keep the knowledge base easy to scan.
Why use a knowledge base for support?
It saves time for everyone. People find answers 24/7, while the support team handles fewer tickets. Good self‑service reduces repeat questions and helps new users learn fast. Clear guides and an easy help center also improve trust in your product.
How often should I update pages?
Review key pages each month and refresh when features change, screenshots age, or many users search the same issue. Small updates keep search fresh. Set a simple calendar, assign owners, and note the last edit date on every help article.
Which is better: public or private space?
Choose public if you want customers to find answers by search engine and share links easily. Pick private for internal policies, drafts, and team‑only notes. Many groups use both: public for help center articles and private for work‑in‑progress.