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Knowledge Bases: What They Are and Why They Matter in 2023

Any business must give its customers easy-to-access, relevant, and timely information on its product and services. A knowledge base is an excellent tool to do so.
Written by
Meagan Faryna
Last updated
October 23, 2023

Nowadays, customers expect quick and accurate information.

That is why businesses must give their customers easy-to-access, relevant, and timely information on their product and services. A knowledge base is an excellent tool to do so.

In this article, we'll discuss the characteristics of a knowledge base, its various types and advantages, and how to make your knowledge base portal serve your customers effectively. 

What is a knowledge base?

A knowledge base is a centralized archive of information that supports and educates product or service users. It often contains articles, guides, FAQs, and other resources covering various aspects of the product or service.  

A knowledge base empowers users to find solutions for themselves (typically to common issues).  Knowledge bases can also help customers better understand the product without needing direct assistance from customer support or technical staff. They are often used in conjunction with a variety of other customer self-service strategies.

There are internal and external knowledge bases, each targeting a specific audience, such as employees, customers, or stakeholders. Knowledge bases can come in the form of websites, intranets, or specialized software applications. 

Types of knowledge bases - choose wisely

When it comes to knowledge management, there are numerous ways to structure a knowledge base. Knowing the purpose of each type of knowledge base can assist you in selecting the best one for your company.

Internal knowledge bases

An internal knowledge base allows employees to quickly access the necessary resources to perform their jobs. They often act as a hub for storing and sharing company policies, procedures, guidelines, forms, etc.

External knowledge bases

A customer-facing knowledge base built on Bettermode
A customer-facing knowledge base built on Bettermode

These contain information that helps users and customers troubleshoot common issues, understand features, and maximize their investment. Customer-facing knowledge bases like this are crucial for reducing support inquiries and improving overall customer satisfaction.

Technical knowledge bases

Technical knowledge bases provide detailed information about a product's technical aspects like installation, configuration, maintenance, and troubleshooting. Users with advanced technical knowledge,  such as system administrators, developers, or IT professionals, are the most likely to engage with these kinds of knowledge bases. 

Decision support knowledge bases

Making informed decisions requires access to accurate data. Decision support knowledge bases offer users relevant information, data, and expert opinions to aid in making critical choices. This is particularly crucial for individuals in complex industries like healthcare, finance, or legal services.

By carefully assessing the target audience and objectives, you can develop a knowledge base that satisfies users' requirements and contributes to your organization's triumphs.

The strategic benefits behind building a knowledge base 

Creating a knowledge base for your product can significantly impact your organization's growth, user satisfaction, and overall success. In this section, we will discuss some key advantages of investing in a knowledge base, specifically an external and customer-facing one. 

Improved customer support

A knowledge base article with an embedded educational video
A knowledge base article with an embedded educational video

Users can independently seek answers to their questions and resolve issues without contacting the support team when they have access to a knowledge base. This self-help approach reduces wait times for assistance, resulting in a heightened sense of user satisfaction. It also lightens the burden on your support team. 

Enhanced user experience

An easy-to-use knowledge base helps users feel more confident and comfortable using your product or service. Comprehensive and clear information empowers users to make the most of your product. This results in higher satisfaction and increased customer loyalty

Increased product adoption

Customer onboarding resources in a knowledge base built on Bettermode
Customer onboarding resources in a knowledge base built on Bettermode

A knowledge base assists in onboarding new users and equips them with the essential resources for effective product adoption. Step-by-step guides, tutorials, and FAQs enable users to learn faster and become skilled with your product.

Cost savings

Knowledge bases decrease the volume of support tickets users submit, as they can independently access basic information. This lets your customer support team concentrate on strategic tasks rather than addressing repetitive questions or offering elementary guidance.


As your customer base expands, you can update and enlarge your knowledge base to accommodate new products, features, or industry shifts. In essence, your knowledge base can grow alongside your business.

📖 Check out the most important KPIs you need to track for your knowledge base and measure the success.

What should be included in a knowledge base

A knowledge base works best when the content considers users' diverse needs and skill levels. and all aspects of your product or service. These are examples of the types of content that should be contained in a knowledge base: 

Frequently Asked Questions (FAQs)

FAQs in HubSpot's knowledge base
FAQs in HubSpot's knowledge base

FAQs are a staple of any knowledge base, addressing users' most common questions and concerns about your product or service. By providing clear and concise answers to these questions, you can help users resolve their issues quickly and reduce the need for direct support.

How-to guides and tutorials

A how-to article in a knowledge base built on Bettermode
A how-to article in a knowledge base built on Bettermode

Guides and tutorials give users detailed instructions on performing specific tasks or using certain product features. These resources should be easy to follow, include screenshots or videos when appropriate, and cater to users with varying levels of expertise.

Troubleshooting guides

These guides help users diagnose and resolve issues they may encounter while using your product or service. They should be organized by topic or problem type and offer step-by-step solutions to common problems.

Product documentation

Technical documentation in Bettermode's knowledge base
Technical documentation in Bettermode's knowledge base

Users often seek in-depth information on your product's features, functions, and technical specifications. This information can be presented in the form of user manuals, technical documents, API references, or more, depending on the nature of your product.

Best practices and tips

Knowledge base articles sharing best practices and tips can help users use your product more efficiently. They can offer insights on optimizing performance, avoiding common mistakes, or leveraging advanced features. 

Glossary and terminology

The glossary page in Zendesk's knowledge base

Include a glossary or terminology section to define and explain industry-specific terms, company knowledge, acronyms, or jargon that users may encounter while using your product. This helps users better understand the language and concepts associated with your product or service.

Updates and release notes

Keep users informed about new features, updates, and bug fixes by including release notes and product announcements in your knowledge base. This helps users stay current with the latest developments and ensures they can take advantage of any improvements or enhancements you make to your product.

📖 Dive deep into how to create an effective knowledge base article.

The best knowledge base examples we’ve seen 

A well-designed knowledge base can greatly enhance user satisfaction and streamline customer support efforts. This section will explore some of the best examples of knowledge bases, discuss what made them successful, and identify key takeaways you can apply to your knowledge base.

Microsoft Support

Microsoft's knowledge base
Microsoft's knowledge base

Microsoft's knowledge base supports users of various products, including Windows, Office, and Azure. It simplifies complex topics with an easy-to-navigate interface and a vast library of articles and multimedia. Microsoft also frequently updates its content for users' benefit.

💡 Key takeaway: Organize your knowledge base in a user-friendly manner, and use multimedia resources to explain complex topics effectively.

Apple Support

Apple's knowledge base
Apple's knowledge base

Apple Support offers a visually appealing and clean interface, making it easy for users to find information. By signing in with their Apple ID, users receive personalized support based on their devices and needs.

💡 Key takeaway: Focus on the user experience, and consider offering personalized support to enhance the user's journey through your knowledge base.

HubSpot Knowledge Base

HubSpot's knowledge base
HubSpot's knowledge base

HubSpot's knowledge base provides various resources like articles, FAQs, and trouble-shooting guides. It integrates closely with other HubSpot resources, such as the HubSpot Academy and HubSpot Community, creating a learning ecosystem for users.

💡 Key takeaway: Encourage user engagement, leverage community-driven content, and integrate the knowledge base with other relevant resources or platforms. 

Atlassian Documentation

Atlassian's knowledge base
Atlassian's knowledge base

Atlassian’s success comes from its detailed, well-structured content and its focus on making information easily accessible through the effective use of search functionality and a precise categorization of topics.

💡 Key takeaway: Invest in effective content management, and ensure your knowledge base is easily searchable to help users find the information they need quickly.

Zendesk Help Center

Zendesk's knowledge base
Zendesk's knowledge base

Zendesk offers a robust knowledge base that showcases best practices and its product capabilities. The Zendesk Help Center is visually appealing, easy to navigate, and features various content types. Additionally, AI-powered search suggestions assist users in finding relevant content efficiently.

💡 Key takeaway: Diversify your content types to cater to different learning styles, and leverage AI-powered tools to enhance the user experience.

By incorporating these best practices into your knowledge base, you can create a valuable resource that enhances user satisfaction and supports your organization's growth.

The future of knowledge bases

As technology evolves, knowledge bases must adapt to remain effective and relevant. Emerging trends and developments include the role of artificial intelligence and machine learning, the evolution of user interfaces and experiences, and the growing importance of addressing security and privacy concerns.

The role of artificial intelligence and machine learning

Artificial intelligence (AI) and machine learning (ML) have revolutionized knowledge base operations and user interactions. AI-driven chatbots answer questions, offer real-time personalized guidance and help users navigate the knowledge base. Machine learning algorithms enhance search results and recommendations by constantly analyzing user behavior and feedback.

AI and ML also play a crucial role in automating content creation and curation within knowledge bases. By examining vast data, these algorithms detect content gaps, prioritize new resource creation, and produce content drafts for human editors to review and refine.

The evolution of user interfaces and experiences

As the needs and desires of users change, knowledge bases should adopt responsive design principles to ensure that content remains accessible and functional across various devices, from smartphones to tablets to desktop computers.

Incorporating voice-controlled interfaces and cutting-edge technologies, such as augmented reality (AR) and virtual reality (VR), can provide users with innovative and engaging methods to access and interact with the content within knowledge bases. These technologies can make it easier for users to find information, perform complex tasks, and learn new skills.

Addressing security and privacy concerns

Addressing security and privacy concerns will become increasingly crucial as knowledge bases become more advanced and personalized. Users must feel confident that their personal information and data are protected when interacting with your knowledge base.

Organizations must implement robust authentication and authorization mechanisms, encrypt data transmission, and regularly monitor and audit their systems for potential vulnerabilities. In addition, organizations must stay informed about relevant data protection regulations and ensure their knowledge bases comply with these requirements.


An effective knowledge base offers value for customers and the broader business. By embracing emerging trends and best practices, you can create a knowledge base that positively impacts your audience, fostering customer loyalty and driving long-term success.


What is the difference between a database and a knowledge base?

A database efficiently organizes data in tables, rows, and columns. It manages vast amounts of structured data using languages like SQL. On the other hand, a knowledge base stores easy-to-read information in a central location. It offers resources on topics, products, or services and helps users learn and solve problems with articles, guides, and FAQs. The key differences between databases and knowledge bases are their goals, structures, and the type of information stored.

What is the difference between a knowledge base and a FAQ page?

A knowledge base contains detailed articles, guides, and multimedia resources about a product or service. In contrast, an FAQ page offers short answers to common questions for quick issue resolution.

Both are support tools, but a knowledge base is more comprehensive and organized into categories. It encourages self-help, while an FAQ page gives speedy explanations to frequent queries

How do I create a knowledge base? 

Choose a reliable knowledge base software that fits the organization's needs. It should offer customizable templates, integration with other tools, and analytics to track usage and performance. Keep the knowledge base up-to-date and relevant by performing regular updates and maintenance.

A good knowledge base should follow SEO principles and have a  well-designed search bar that allows users to search for specific information. Sometimes, your knowledge base can integrate with a CRM to provide relevant information to your sales teams.

📖 Read our step-by-step guide on creating a knowledge base here.

Meagan Faryna
Content writer

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