What is a knowledge base?

A knowledge base is an online library for customer self-service that contains all the most important information about a product, service, and company in general. Typically, the information is presented in the form of easily actionable articles, pictures and videos. All data is divided into categories and subcategories. The more intuitive and user-friendly the knowledge base is, the more value it will bring to the company and the customer.

If built correctly, a knowledge base helps users find answers to common questions without contacting customer support. People can learn all about a company's products or services simply by reading instructional articles or watching instructional videos. Typically, a knowledge base can include videos, answers to frequently asked questions, practice guides, white papers, and troubleshooting instructions. Additionally, articles from the database can be used as response templates for employees.

Use the knowledge base for content provided by your company or organization. It consists of categories, subcategories, and articles.

Categories

Categories are the top-level organizing containers of the knowledge base. Categories contain subcategories and articles. Some categories, such as News and Answer Templates, are created by default and cannot be deleted.

If your help center has only one category, the category itself is hidden to end users and they only see sections of your help center.

Subcategories

Subcategories are the same categories that are inside categories, i.e. they are children.

Articles

Articles are content elements. They can contain any kind of information, usually user guides, answers to frequently asked questions, internal instructions for employees, answer templates, etc.

You can quickly change the appearance and content of an article using the built-in article editing tools and html markup:

Accesses to edit the knowledge base

In the “Groups, access rights” menu, for each user group you can set the corresponding rights and accesses to the knowledge base: who can create or edit articles and categories, give ratings or use template answers:

How to create articles, manage categories and accesses, and other nuances of working with the knowledge base can be found in the neighboring articles of the category.