A knowledge base is a structured, searchable library of articles, how-to guides, troubleshooting steps and FAQs. It can be public, for customers, or internal, for employees and support agents.
Why it matters
Many questions repeat. A good knowledge base answers them once, around the clock, which reduces support ticket volume and makes self-service the quickest route for the user. Internally, it keeps procedures and tribal knowledge in one place so new staff ramp up faster and answers stay consistent. Articles appearing in search engines can also bring in organic traffic.
Example
Help centre structure
Getting started
- Create your account
- Add your first site
Troubleshooting
- Why is my site reported as down?
- Fix a certificate warning
Billing
- Change your planSupport agents link the matching article in their reply and note any topic that lacked one.
Common mistakes
- Writing it once and never updating it, so steps no longer match the product.
- Organising by internal team names instead of customer problems.
- Having weak search, so users cannot find existing answers.
- Ignoring feedback and search terms that returned nothing.
Related
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This page is general information written by our editorial team and updated when documentation changes. Servers and providers differ, so test changes safely first. See our editorial policy and disclaimer.