What Is a Knowledge Base? Related Articles What Is a Knowledge Base? - With a Definition, Uses and Mistakes to Avoid An Introduction to Call Centre Knowledge Base Software 26 Best Practices for a Customer Service Knowledge Base Knowledge Base © Song_about_summer - Adobe Stock - 464325047 199 Filed under - Definitions, Knowledge Management, RingCentral What Is a Knowledge Base? A knowledge base is a collection of information that answers a range of common questions likely to be asked. Its purpose is twofold: to provide your staff with a database of answers and to provide self-service information to customers who might otherwise call your contact centre or helpdesk. Your knowledge base may be stored on your systems where staff can access the information or published on your website or portals where customers can easily access it. The information can also come in several different forms: FAQs: These will be simple chunks of information answering the most common queries.How-to Guides: Usually, a step-by-step guide to assist customers.Articles: These may be short-form pieces that give a wider explanation of a product.Videos: These may show a product in action or can be a watchable version of a how-to guide.Manuals and Glossaries: Information relating to different terms around your products or services. Thanks to RingCentral The Benefits of Installing a Knowledge Base Installing a knowledge base that you keep well managed can have many benefits to your contact centre and the wider organization, as Micah Peterson, VP of Product Management at ProcedureFlow, explains. Lowering time to competencyReducing call escalationsEnsuring consistent serviceSpreading information across the businessCustomer self-service Due to the great value that each of these benefits can bring to an organization, the knowledge base has become one of the most in-demand technologies in the contact centre. Knowledge Base Features Let’s take a look at the more basic features that any reputable vendor would include in their proposition: A search functionAn authorship toolAn open comments categoryKnowledge scoresA knowledge leaderboard Your knowledge base should contain each of these functions. However, if you want to achieve more from your knowledge base, here are some other features that you should look out for: A search engine with natural language processingKey performance indicators (KPIs) that detail the effectiveness of knowledge articlesKnowledge flowsReal-time knowledge suggestionsCustomer self-service Author: Robyn Coppell Published On: 30th Sep 2022 Read more about - Definitions, Knowledge Management, RingCentral Recommended Articles What Is a Knowledge Base? - With a Definition, Uses and Mistakes to Avoid An Introduction to Call Centre Knowledge Base Software 26 Best Practices for a Customer Service Knowledge Base Knowledge Base Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter