Knowledge base (KB)
A knowledge base (KB) is a searchable collection of help articles, guides, and FAQs that customers can use to resolve issues without contacting support.
A knowledge base is the primary self-service channel for most support teams. It holds how-to guides, troubleshooting articles, policy explanations, and FAQs organized so customers can search or browse to find answers.
Good knowledge bases are written from the customer's perspective using the words customers actually search for, not internal jargon. Teams often use their most common support tickets as a guide for what to write first.
Knowledge bases require ongoing maintenance: product changes, policy updates, and new issue patterns all generate new or outdated articles. A neglected knowledge base quickly loses trust — customers who find wrong information will distrust the whole resource.