The Knowledge Base application helps teams store and share information from a central location and is easily available to authorised users in their company, or published as part of a public site to help customers find answers.
Knowledge bases can be added as part of an internal employee human resources intranet or used as external solutions for frequently encountered customers issues including technical support requests for internal use or available in a self-service portal.
Team members can upload existing documents and save new files to make them accessible to other users. Each item is tagged with relevant identifying information so individual documents, spreadsheets, PDFs, presentations and other files can be quickly found using search tools.
By pooling these resource into a single knowledge base users have a structured library to quickly find answers, improve communication or reduce support overhead by empowering customers to help themselves.
Knowledge base solutions include options to:
- Post new questions for other users to respond to
- Arrange questions into categories to ease user navigation
- Apply ratings to each answer
- Add comments on each question
- Moderate questions for quality checking before responses are posted
- Attach supporting files to posts
