Also known as: KB, wiki, internal wiki, company wiki

Knowledge Base

FoundationalOperationsProduct

Definition

Knowledge Base: A knowledge base is a centralized repository of information, documentation, and institutional knowledge. Internal knowledge bases help employees find answers independently; external ones enable customer self-service. Effective knowledge bases are searchable, maintained, and structured for easy navigation.

Example Usage

“Our knowledge base reduced repeated questions in Slack 60%. New hires self-serve most answers instead of interrupting teammates.”

Common Misconceptions

Build it and they'll use it. Active promotion, good search, and fresh content drive adoption.

Document everything equally. Prioritize frequently needed, hard-to-find information; not every email needs archiving.

Wiki software is enough. Culture of documentation and maintenance processes matter more than tools.

Related Terms

Documentation

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Standard Operating Procedure

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