Every organization runs on knowledge, but when it's scattered across drives and emails, teams waste time searching for answers—in fact, the average worker spends nearly 20 percent of their workweek looking for internal information.

This guide covers what knowledge bases are, why they matter, and how to build one that gets used—whether you're supporting customers or empowering employees.

What is a knowledge base?

A knowledge base is a centralized digital repository that stores, organizes, and shares an organization's information—including how-to guides, FAQs, policies, and technical documentation. It makes knowledge instantly searchable and accessible to employees, customers, or both.

Key characteristics

A great knowledge base is:

• Searchable: Users can find what they need without digging through folders.

• Organized: Content is grouped logically so it's intuitive to browse.

• Accessible: People can get the info they need, whether they're at their desk or on the go.

• Up-to-date: The best knowledge bases have systems in place to keep content accurate and current.

Knowledge base examples

Knowledge bases can take many forms depending on their purpose and audience. Here are some common examples that show how organizations use them to share and manage information effectively.

• Customer support portals: Think Zendesk help centers or Shopify's support site.

• Onboarding hubs: New hire resources, team intros, and process overviews.

• Technical documentation: Developer docs, API guides, and troubleshooting resources.

• Product databases: Specs, features, compatibility details.

• Process libraries: SOPs, step-by-step workflows.

• Educational hubs: Internal training courses, LMS content.

Types of knowledge bases

Knowledge bases fall into several categories based on their audience and purpose:

Internal knowledge bases

Used by employees, these help with everything from onboarding to day-to-day task execution. Think process documentation, IT guides, and HR policies.

External knowledge bases

These are customer-facing. Help centers, FAQ pages, and support articles fall into this category, helping reduce ticket volume by enabling customer self-service—a critical function when 32% of customers would leave a brand after just one bad experience.

Personal knowledge bases

For individual use, these help professionals capture their own insights, notes, and research.

Collaborative knowledge bases

Built and maintained by multiple contributors across a team or organization. These boost knowledge sharing and cross-functional transparency.

AI-powered knowledge bases

AI knowledge bases like Guru use AI to deliver personalized, context-aware answers, recommend content, and even detect duplicate or outdated info.

Industry-specific knowledge bases

Tailored to niche use cases—legal, medical, engineering, etc.—with domain-specific language and compliance considerations.

Benefits of using a knowledge base

• Improved customer satisfaction: Self-service options provide instant answers without wait times, which is critical since nearly 80% of American consumers say that speed and convenience are among the most important elements of a positive customer experience.

• Reduced support costs: Fewer repetitive tickets free up your team for complex issues

• Increased productivity: A searchable knowledge base can reduce, by as much as 35 percent, the time employees spend searching for company information instead of searching multiple sources.

• Consistency: Everyone works from the same accurate, up-to-date information

• Knowledge preservation: Institutional knowledge stays accessible even when employees leave

• Enhanced collaboration: Easy information sharing drives innovation across teams, and research shows that much of the value from internal social technologies lies in improving collaboration and communication.

• Faster onboarding: New hires access training materials and processes independently

What is knowledge base software?

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.

Not all knowledge base platforms are the same. Evaluate your specific needs before choosing a solution.

How to create a knowledge base

Creating a knowledge base involves more than just publishing content—it requires thoughtful planning, the right tools, and ongoing maintenance. Follow these key steps to build a knowledge base that's organized, useful, and easy to navigate.

Planning and strategy

Start by defining your audience and goals. What problems will your knowledge base solve?

Content audit

Take stock of what content already exists. What's useful? What's outdated? What's missing?

Choose the right platform

Pick a tool that meets your needs. Features like AI search, collaboration tools, and integrations with your current stack are key (Guru checks all those boxes).

Create and migrate content

Write new content, migrate what's relevant, and tag/archive what's not. Use templates to keep things consistent.

Structure and navigation

Organize content in a way that makes sense. Group related articles, use categories, and build an intuitive menu.

Test and launch

Pilot your knowledge base with a small group, gather feedback, make improvements, then roll it out to your full audience.

Key features to look for in a knowledge base

Essential features:

• AI-powered search: Finds exact information quickly

• Mobile responsiveness: Works seamlessly on any device

• User-friendly design: Clean, fast-loading interface

• Content organization: Categories, tags, and filters

Advanced capabilities:

• Integrations: Connects with Slack, Teams, Chrome, Salesforce

• Analytics: Tracks usage and content gaps

• Permissions: Controls access by user or group

• Scalability: Grows with your team size

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

The difference between a database and a knowledge base is that a database stores structured data for retrieval and analysis, while a knowledge base organizes and presents contextual information for easy access and understanding. Let's take a closer look:

Structure

• Databases store raw data in structured tables.

• Knowledge bases store information—contextual, written content designed for human consumption.

Purpose

• Databases: Data storage and analysis.

• Knowledge bases: Information access and decision support.

Interaction

• Databases: Accessed via queries or apps.

• Knowledge bases: Accessed via search or browsing.

Content

• Databases: Numbers, records, structured fields.

• Knowledge bases: Articles, guides, multimedia.

Maintenance

• Databases: Regularly maintained by developers or data teams.

• Knowledge bases: Continuously updated by subject matter experts.

When to use each

Use a database when you need structured data and analytics. Use a knowledge base when your goal is to share and access contextual information quickly.

Internal vs. External Knowledge Base: What’s the Difference?

Internal and external knowledge bases serve different audiences and purposes within an organization.

Internal Knowledge Base

Access: Employees only; requires authentication
Content: Policies, procedures, and internal documentation
Purpose: Supports internal operations and boosts employee productivity
Security: High, protecting sensitive or confidential company information

An internal knowledge base functions as a private repository for employees. It centralizes key information—like HR policies, SOPs, and troubleshooting guides—ensuring that teams can access what they need quickly and securely.

External Knowledge Base

Access: Public or customer-facing
Content: Product guides, FAQs, and troubleshooting articles
Purpose: Enables customer self-service and reduces support requests
Security: Basic protections such as spam filters and limited authentication

An external knowledge base serves customers or partners, giving them on-demand access to support resources. It improves satisfaction and efficiency by helping users solve problems independently.

In short, an internal knowledge base strengthens internal alignment and operational efficiency, while an external knowledge base enhances customer experience through accessible self-service support.

Internal knowledge base

An internal knowledge base is created by your organization strictly for employees to access information as needed.

Ways to use an internal knowledge base

Internal knowledge bases work best when they include:

Common content types:

• Employee FAQs (benefits, onboarding, brand guidelines)

• Company policies and handbooks

• Sales strategies and conflict resolution guides

• Organizational charts and contact information

• Recruitment and assessment resources for managers

A well-organized internal knowledge base reduces repetitive questions and speeds up employee decision-making. It also preserves your team's collective expertise in a secure, searchable location.

External knowledge base

An external knowledge base is created to serve users outside your organization—most commonly, your customers, partners, or the general public. Unlike internal knowledge bases, these systems are designed for self-service, giving users on-demand access to support information without needing to reach out to your team.

Ways to use an external knowledge base

External knowledge bases are often the first place customers go when they have a question or need help using your product. Common use cases include:

• Product documentation and user manuals

• Step-by-step troubleshooting guides

• Frequently asked questions (FAQs)

• How-to videos or walkthroughs

• Policy information for partners or vendors

By offering clear, easy-to-navigate content, an external knowledge base improves the user experience and can significantly reduce the volume of support tickets your team has to manage—an important benefit, as 53% of companies expect their contact volume to increase over the next five years.

Ready to build your AI source of truth?

A knowledge base is more than a digital library; it's a strategic asset that drives efficiency, empowers teams, and improves customer satisfaction. By centralizing information and making it instantly accessible, you reduce repetitive questions and ensure everyone works from the same trusted information.

If you're ready to move beyond basic wikis and build an AI Source of Truth that connects your company's knowledge, provides trusted answers everywhere, and continuously improves, Guru is built for the enterprise. Watch a demo to see how our Knowledge Agent can transform your organization's access to information.