Lesson 1: What is a Knowledge Base?

Kyrie Melnyck Updated by Kyrie Melnyck

What is a Knowledge Base and what types of Knowledge Bases are there you ask? Perfect question!

Let's dive into this further👇


  • A Knowledge Base is a place where all the information you want to share with your users/customers lives
  • There are three types of Knowledge Bases: Internal, External, and Combination



What is a Knowledge Base you ask? That's a great question! Simply put and Knowledge Base is a place where all of the information you want to share with your users or customers lives. This is so that you can help your customers help themselves. Think of it as a library of information and instead of having to create and print out books, you have all the information right there at your fingertips online.


It's kind of like the beautiful Beauty and the Beast library that everyone dreams of! No, just me? All right. Well let's dive into a few types of Knowledge Bases now. So there's three types of Knowledge Bases. Internal, external, and combination. Internal Knowledge Bases are used for internal company communications.


So this can be a place where you document processes or to communicate company values and policies. Essentially anything you want your internal team to know. This is why you would create a internal Knowledge Base. An external Knowledge Base is front facing documents, so these are the documents for your customers.


These can be commonly known as FAQs, as a help desk or support docs. If your customers can find what they're looking for on your Knowledge Base, that means that they won't need to reach out to you and allows them to be empowered to help themselves. And then there's a combination Knowledge Base. You guessed it!


It's both internal and external components. So this is really useful for your customer support teams because you can have both front facing documents for your customers and internal documents for your customer support team to help answer their questions. And now you know what a Knowledge Base is.

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Lesson 2: How Does a Knowledge Base Help?