An external knowledge base (also known as a help or support site) captures knowledge that customers need in order to properly use a product or service, and can also potentially contain information on:
The most important thing to keep in mind when building an external knowledge base is to keep the information up-to-date, easy to understand, and easy to find.
Information should be short and relevant to prevent confusion in its interpretation. If possible, avoid burying information in longer, multiple topic pages or documents. Where you can, create step-by-step instructions on a single topic.