Best Practices for Building Your Knowledge Base

Updated 3 February 2023

Facebook Linkedin

A knowledgebase is a collection of useful information that customers and staff may use to independently find the answers to frequently asked questions about a product or service.

A good knowledge base will support various learning forms, including FAQs or solution articles, product manuals, tutorials, videos, and troubleshooting tips, all of which are organized into separate sections or categories.

It may become too challenging to keep track of files, records, contracts, or other information when a business grows and scales up. 

Additionally, there are other sorts of information in an organization besides documents and files, which makes matters more difficult.

To manage this ever-increasing volume of information, every organization needs a knowledge management system to collect, store, and access information. 

This entails preserving the knowledge’s consistency across the network and updating it.

What Kind Of Data Does Knowledgebase Hold? 

The precise data and information you decide to add to them will depend on the objectives your business has for using them.

All knowledge bases offer customers and prospects relevant information such as mentioned below:

  • FAQ responses
  • The content you’ve produced with detailed solutions
  • Demonstrated on video
  • Data about the business
  • Understanding of many business departments.

This offers helpful information and exposes your content to a variety of audience groups that may end up as clients if they find the information you offer to be helpful.

How Does Knowledgebase Help Out Customers?

Businesses can launch a self-service portal that gives customers immediate access to information by using effective knowledge management.

The knowledgebase helps out your customers in such a way by providing them with the self-learning tutorial which is easy to access and also can save time.

How Does Knowledge base Improve Your Business?

As your customers can self-serve, knowledge bases mean that many client inquiries are never converted to become tickets. 

Instead, customers can look up to your information for guidance as soon as an issue arises. Even when your support agents are unavailable or otherwise occupied, it nevertheless helps your clients.

You can find below key factors which reflect how the knowledgebase helps in improving your business:

  • Saves Time
  • Avoid Repetitive Incident Logs
  • Improve Resolution Times
  • Reduce Incoming Ticket Volumes
  • Reduce Training Time

Best Practices For Your Knowledge Base 

It takes a lot of effort to develop a knowledge base. You must gather accurate and current information from many sources within your organization and present all answers in an organized way.


  • Customize With Brand

Design a knowledge base template that complements your company’s identity. And when your theme complements your brand, people will appreciate it as legitimate and reliable information and be able to quickly recognise it.

  • Ensure Clear Information

A knowledge base needs to be easily accessible and usable by every user in order to be most effective. If you’re creating a knowledge base to assist your clients, it should be simple for them to locate on your website or through a Google search.

  • Create Self-Service Knowledge Portal

Reducing the number of questions asked is the entire point of creating a knowledge base. With the help of a self-service portal, users can able to teach themselves without taking help from anyone else.

  • Faster Customer Support

A seamless client experience depends on a smooth service desk. Customers anticipate hassle-free, speedy resolutions to their questions and problems. It should not take too much time for customers to do the search, navigate, and find resolutions for their queries.

  • Keep Updating Information

You should actively update your knowledge base articles, just as you train your customer support staff on changes to your products or services. The same holds true for writing new articles for brand-new features or products.

How UVdesk manages its Knowledgebase?

Here at UVdesk, customer education is a major focus.

The UVdesk Help Center offers free resources and instruction to assist both individuals and businesses in developing. 

It contains a Knowledge Base area that offers readers a wealth of information in the form of user manuals, quick answers, UVdesk user groups, and online forums.

Wrapping up

Without needing to hire more customer support staff building a knowledge base can help businesses improve customer success rates and support initiatives.

As a result, it can aid in cost-cutting, enhancing customer satisfaction, and increasing the return on investment for your customer success business.

Additionally, it can assist you in shifting your attention from simply responding to support tickets to more proactive initiatives like client empowerment and education. This change may be a major organizational success.

That is all about the knowledge base information with the helpdesk. For any further queries or doubts reach out to us at support@webkul.com. Moreover, you can raise a ticket at our HelpDesk System.

. . .

Leave a Comment

Your email address will not be published. Required fields are marked*

Be the first to comment.