What Is a Knowledge Base?

A knowledge base is a self-serve online repository of information about a product, service, organization, or topic. It can contain articles, how-to and troubleshooting guides, documents, presentations, answers to FAQs, and more. A good knowledge base helps create good customer service by providing instant self-help without delay, making it easy for people to find solutions to their problems on their own, thus improving customer loyalty and revenue growth.