problems that need solving,
information that needs to be accessed
and questions that need answers.
For software and technology companies, a knowledge base is a crucial resource to set up and maintain .
In this article, we explain what a knowledge base is, why companies need one, and how integrating it with your CRM can yield key benefits.
What is a knowledge base?
The first thing you need to know is that... a knowledge base is not a database. In basic terms, a knowledge base is an online library of information that is used to help employees or customers. Unlike an organized bulk sms oman structured database, where every piece of information has its place (a first name field, a last name field...), a knowledge base is intended to store information that will be used by a large number of people. The resources it contains share details about a product, service, department, or topic. The information and data can come from specialized contributors within the company or from external experts in the field.
The content and information in this type of system varies depending on the industry and the purpose of the library. The information and documents it contains can range from industry reports to detailed product manuals. A typical knowledge base contains things like installation manuals, FAQs, troubleshooting guides, user manuals, video tutorials, product manuals, brochures, articles, and white papers. Most companies have some type of knowledge center. The most common type is used to accompany a software program and is created and overseen by the technology or IT department.
These databases may also be collected and used by the legal and human resources departments, depending on the size and complexity of the company. A knowledge base can be used to help employees, customers, or both . It is now common practice for companies to share theirs openly on their website, allowing the pages to appear in search engine queries and helping to gain additional web traffic.
Main types of knowledge bases
There are two main forms of knowledge base :
Machine-readable databases , designed for artificial intelligence. They store data that AI can access and analyze. Machine learning algorithms interpret the source data and respond to user input and requests for information. In other words, when a user enters a query, the software helps intelligently narrow down the results to the most likely solution(s) and present them to the user.
Human-readable databases - text documents that can be accessed directly by humans. They are manual and require more time to find a specific solution than the alternative, as the user has to navigate manually.
