Support
Definition
A knowledge base is a searchable repository of articles answering common product questions. Customer-facing knowledge bases (help centers) deflect support tickets; internal knowledge bases help teams find information faster. Modern KBs power AI assistants via retrieval-augmented generation (RAG).
Key points
- Public (customer help center) vs internal (team wiki)
- Well-structured KB is the foundation for AI deflection
- Article quality > article quantity
- Analytics on article views inform what to improve
Example
A SaaS company's help center has 200 articles organized into 10 topics. Search logs show 'SSO setup' is the most-searched unanswered query — they add the missing article.
Related terms
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