Question 1

What is knowledge base software?

Accepted Answer

It is a tool for creating, organizing, and publishing articles, FAQs, and documentation. It typically includes a structured editor, search, analytics, and access controls so information can be shared with customers, employees, or both.

Question 2

Who typically uses a knowledge base?

Accepted Answer

Customer support teams use them for self-service help articles, while IT, HR, and operations teams use them for internal runbooks and policies. Product teams also use them to document features and processes.

Question 3

What is the difference between a knowledge base and a wiki?

Accepted Answer

Wikis are generally open, free-form, and optimized for collaborative editing by any contributor. Knowledge bases are more structured, designed for a specific audience, and include features like search analytics, access controls, and ticket deflection.

Question 4

Can a knowledge base reduce support costs?

Accepted Answer

Yes. Well-maintained bases with strong search and AI answers deflect common questions from email, chat, and phone, reducing ticket volume. Most teams see the largest gains after cleaning up existing content and closing search gaps.