What is an External Knowledge Base?

An external knowledge base contains publicly accessible knowledge about a product and/or company.
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What kind of knowledge is captured in an external knowledge base?

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:

  • Troubleshooting
  • Ordering
  • Billing
  • Shipping
  • Returning
  • Requesting help
  • Authorized resellers
  • Recalls
  • Company history
  • Store or office locations

How to build an external knowledge base

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.

Discover why shorter knowledge is easier to use.

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