What is a knowledge base?

A knowledge base stores helpful articles, such as how-tos and frequently asked questions (FAQs) that your team and customers can reference. Here are some ways a knowledge base can help your team:

• Customers can help themselves by searching for articles in the help center

• Agents can solve requests faster by sharing articles with customers or referencing articles while they work

• If a request contains useful information, agents can quickly create a new article from it.