What is a knowledge base?
A knowledge base is a centralized repository that stores, organizes and shares information. It can take various forms, such as FAQs, PDFs, documents, spreadsheets, web portals, wikis, or help centers. Knowledge bases can be internal (accessible only to employees) or external (accessible to customers or the public).
Benefits of a knowledge base
- Reduced time spent searching for information, improving contact center efficiency and company-wide productivity.
- Faster onboarding for new hires, enabling them to self-serve and minimizing interruptions to critical staff.
- Easy upkeep allows users to update items as needed and ensure information remains current.
- Granular access and editing through roles and permissions, simplifying maintenance compared to other solutions.
- Designed for in-workflow use, providing answers where and when needed without requiring context-switching.
Internal vs. External Knowledge Base: Differences
- Access: Internal knowledge bases require authentication and are only accessible to organization members. External knowledge bases are publicly accessible or available to a wider audience.
- Content: Internal knowledge bases contain organization-specific information, such as policies, procedures, and internal communications. External knowledge bases provide information for customers, partners, or the public, such as product documentation and user guides.
- Purpose: Internal knowledge bases support internal operations and provide employees with job-related information. External knowledge bases offer information and support to external stakeholders for the effective use of the organization's products or services.
- Security: Internal knowledge bases often hold sensitive or confidential information, requiring strict security measures. External knowledge bases may require less security, depending on the nature of the information.