What is a Knowledge Base?

by Bradley Nice, Content Manager at ClickHelp — all-in-one help authoring tool

Today, information has become one of the most appreciated things in the world. If we know how to store it and make it available at any moment, we have a great advantage.

The best idea is to create a system of interrelated topics with an effective search system. In other words, a knowledge base.

In general, it’s like a library that contains data or information about a particular subject. It divides into two kinds: machine-readable and human-readable. Machine-readable knowledge bases contain systematized information. But human-readable knowledge bases store manuals, documents, answered questions, and so on. Unlike machine-readable, human-readable knowledge bases are more interactive.

Every knowledge base supports collecting, organizing, retrieving, and sharing knowledge, which is especially important for companies. But why?

• As the knowledge base unifies the information within the company, all of the employees get the same knowledge. It helps the company reduce the number of mistakes and standardize its workflow.
• It enables the employees to support their clients in a more effective way as it takes less time to find the right piece of information.
• If the knowledge base is meant for external use as well, it reduces the number of customers who contact support. These are mutually beneficial relations. Most clients prefer to find the information themselves rather than to contact support. Besides, they do not have to wait. They get the answers immediately.
• When you start using a knowledge base, you will see the informational gaps in your company. You will see how to eliminate them most effectively.

A knowledge base seems to be a complex notion. The first idea that comes to our minds is that it will take a lot of time and effort to create it. But in fact, it is not like that. What do we need to create a knowledge base?

• To choose a tool to create your knowledge base to store the data and work with it in the future
• To collect the data that you already have, to choose the relevant data, and to work out the structure of your future knowledge base
• To eliminate the data gaps adding new topics and content
• To add visuals to make your content clear for everyone
• To analyze, update, and upgrade your knowledge base.

So, a knowledge base is something that is required both by clients and companies as it provides easy and quick access to information. It contributes to higher productivity, improved client service, better collaboration between departments, and time-saving.

Have a nice day!

Bradley Nice, Content Manager at ClickHelp.com — best online documentation tool for SaaS vendors