What is a knowledge base?
A knowledge base is a central, searchable library of information, such as how-to articles, FAQs, troubleshooting guides and policies, that customers, employees and AI agents use to find answers without waiting for a person. It is the foundation of self-service and AI support.
Types
| Type | Audience |
|---|---|
| External | Customers |
| Internal | Employees and agents |
| AI-ready | Structured for AI retrieval |
What makes a good article
A clear title phrased as the question, a short answer first, steps, screenshots, and an owner and review date.
Knowledge bases and AI
AI agents ground their answers in knowledge content, so gaps and stale articles show up directly as wrong or missing answers.
