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Glossary Item

Knowledge Base

A knowledge base is an online repository where information is stored, organized, and made accessible to users, typically for support and customer service. It acts like a library of information about a company's products, services, or various other topics, designed as a resource to help team members proceed with their tasks.
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What is a Knowledge Base?

Knowledge base software is a powerful tool that can help businesses capture, organize, share, and update information efficiently. By leveraging the right knowledge base software, businesses can optimize their operations, enhance employee productivity, and improve customer satisfaction.

However, not all knowledge-base software is created equal, and not every solution may be suitable for your particular business needs. Before investing in any software offering, it’s crucial to evaluate your specific requirements and assess whether the software can deliver the functionalities you need.

Any of the following can be considered a knowledge base:

  • An intranet
  • Documents stored on web-based apps like Sharepoint
  • Web portals
  • Wikis
  • Help center (content management system)
  • Browser extensions that bring knowledge to the apps you love
  • On-premise databases

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Why does a business need a knowledge base?

For businesses, particularly those in growth phases, a knowledge base is not just a nice-to-have—it’s a strategic asset. 

A knowledge base helps achieve;

  1. Streamlined Information Sharing: It centralizes information, preventing silos and ensuring that all employees have access to the same resources and best practices.

  2. Enhanced Employee Onboarding and Training: New hires can independently access training materials and company policies, speeding up the onboarding process.

  3. Improved Productivity: Employees spend less time hunting down information, as a comprehensive knowledge base offers quick answers to their operational or technical questions.

The benefits of having a knowledge base

A well-maintained internal knowledge base can deliver compelling benefits such as time-saving. 

  • Consistent information: Ensures that all employees, regardless of location or department, have access to consistent and up-to-date information.
  • Reduced operational disruptions: By empowering employees to resolve issues independently, there’s less downtime and more focus on productivity.
  • Knowledge retention: Safeguards critical company knowledge, especially useful when facing turnover, by keeping valuable insights and information within the company.
  • Accessibility of information: Facilitates remote and hybrid work models by making essential information readily accessible from anywhere.


It also assists in delivering;

  • Faster onboarding time with new hires
  • Promoting innovation within the organization
  • Increasing customer satisfaction and experience
  • Decreasing decision-making fatigue and employee burnout
  • Increasing company valuation in exits or mergers and acquisitions 
  • It allows organizations to share ideas across departments (operations or sales) which means that they can think out of the box when solving problems related to production/sales/marketing etc., instead of just focusing on one area only

Types of knowledge bases

There are generally two types of knowledge bases:

Internal knowledge bases

These are meant for internal use by the company staff and cover in-depth details about company processes, products, HR policies, etc. They serve to onboard new employees and act as a reference for existing employees.

External knowledge bases

Designed for customer use, these include FAQs, troubleshooting guides, how-to articles, and more. They help customers help themselves without needing to contact support.

How to choose a knowledge base for your business?

Selecting the right knowledge base software involves several considerations:

  • Ease of use: The platform should be intuitive and simple for all employees to navigate and find information quickly.
  • Security features: It must have robust security measures to protect sensitive company information, especially if it includes proprietary data or personal employee details.
  • Customizability: The ability to customize the knowledge base to fit the specific needs and branding of your company is crucial.
  • Integration capabilities: The software should integrate well with other tools used within the company, such as internal communication tools and HR systems, to streamline workflows.


In conclusion, an internal knowledge base is more than just a repository of information—it’s a dynamic tool that enhances organizational efficiency and fosters a culture of knowledge sharing and collaboration. 

By providing employees with easy access to essential information and resources, companies can maintain operational consistency, reduce onboarding times, and improve overall productivity. Selecting a knowledge base that aligns with your company’s needs and continuously updating it to reflect new information and insights is key to leveraging its full potential.

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Lisa Steingold

Lisa Steingold is the Content Marketing Manager for Whale. She's authored 4 books and is obsessed with helping teams unlock the next level of growth. (And riding her bicycle)

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