A knowledge base provides a way to communicate with customers. A well-written knowledge base can educate your customers on how to use your product or guide them through a solution, minimizing the need for them to contact your support team for assistance.

Anyone on your team can write the content in your knowledge base, but it usually comes from several contributors who are well-versed in the subject and can provide adequate details on that particular area. Content can range from the ins and outs of your HR or Legal department to how a new product, hardware, or software works. The knowledge base can include FAQs, troubleshooting guides, and any other details a customer may want or need to know to help themselves with your product or service. 

You can create additional brands with their own unique knowledge base. For more information, see Multi-brand knowledge base.

In this article

• Set up your knowledge base
• Manage articles

Set up your knowledge base

As the user, you create content for your knowledge base. Your customers can view this content, which is read-only. 

You can access all the tools needed to set up your knowledge base from within Kustomer by going to Settings> Knowledge Base. See the following articles for more information on creating and editing articles, creating categories, and more.

• Create knowledge base articles
• Organize your knowledge base with categories
• Configure your knowledge base
• Create knowledge base forms
• Customize your knowledge base theme

Manage articles

Once you start creating articles, you can see your internal and public articles by going to Settings > Knowledge Base > Articles. Here, you can filter your articles by author, category, and status. You can filter your articles by brand if you have multiple brands configured. Each article listed shows its original author and the original date and time that it was created. Articles that reside in a brand will also show that brand's logo as an icon, helping you quickly identify which knowledge base the article is in. 

To edit an existing article, open it from this page, select Create New Draft, and make the desired edits.