What is a knowledge base system?
10th July 2025
posted 10th July 2025
A knowledge base is like an online library. It stores helpful information like how-to guides, answers to common questions, and step-by-step instructions all in one place. Users can easily find answers fast without needing to ask anyone.
In this blog, we’ll explain what a knowledge base is, how it works, and why it’s great for businesses, teams, and customers.
What Is a Knowledge Base?
A knowledge base system is a website/tool that stores useful information. People can use a search to find help when they need it. For example, a customer can use it to find out how to fix a problem with a product, or a new employee can read guides to learn how things work - It’s like having a helper available 24/7!
Types of Knowledge Bases
Internal Knowledge Base (for employees)
For staff inside a company, it can be used for:
- Training guides
- IT help (like how to reset a password)
- Rules and company policies
- Project notes
External Knowledge Base (for customers)
For people outside the company. It can include:
- Product manuals
- Setup instructions
- Frequently asked questions (FAQs)
- Troubleshooting tips
Why Use a Knowledge Base?
There are many positives to using a knowledge base system:
- You can find answers fast: No need to ask anyone for help. With a search function, find things instantly - no waiting!
- It saves you time: Teams don’t need to answer the same questions repeatedly – A knowledge base can take care of that for you.
- You work better together: Everyone can easily access the same information, so there’s no confusion.
- It keeps important knowledge safe: When people leave a job, their knowledge stays in the system. You can also control access by IP or usernames and passwords.
- It grows with you: As your company grows, the knowledge base grows with you.
Summary
From answering common questions, guiding new team members to storing important company processes, a knowledge base keeps everything in one easy-to-access place. As your business grows, so does your knowledge base, making it easier to scale support, improve communication, and save time. If you haven’t created one yet, now’s the perfect time to start building your hub of helpful content.
Ready to build your own knowledge base?
Start your free trial today and see how it can transform your team's knowledge sharing.
Start free trial