Knowledge base resources
Everything we know about building a knowledge base your customers and team actually use, from what one is, to picking software, to running it well.
Customer exclusives
Guides, templates, and sessions just for HelpDocs customers. You're seeing these because you're signed in.
- 6 min read
Optimizing your permission groups
Structure roles and access so the right people edit the right articles.
- 7 min read
Using HTML blocks in your articles
Drop in custom HTML for tabs, guided flows, embeds, and callouts, with copy-paste examples.
- 5 min read
Making the most of Clips
Reuse and update snippets across every article from one place, no copy-paste drift.
- 6 min read
Bulk editing and managing content
Update, move, and tidy articles at scale without touching them one by one.
- 5 min read
Drafting and improving with HelpDocs AI
Turn rough notes into publishable articles, and sharpen the ones you already have.
What a knowledge base is & why it matters.
New to the concept? Start with the fundamentals.
What is knowledge management?
The big picture: how teams capture, organize, and share what they know.
- 7 min read
What is a knowledge base?
A plain-language definition, with examples of what a great one looks like.
- 6 min read
Wiki vs knowledge base
They look similar, but they solve different problems. Here's how to choose.
- 5 min read
What is documentation?
How product docs, help centers, and internal wikis fit together.
- 6 min read
Knowledge base vs help desk
Where a knowledge base ends and a help desk begins, and why you often want both.
- 5 min read
The benefits of a knowledge base
The support, sales, and onboarding payoffs of great self-serve docs.
- 6 min read
Self-service support, explained
What self-service support is, and how documentation powers it.
Structure it before you build.
Already onboard? Plan a knowledge base your customers can actually navigate.
How to structure a knowledge base
Design categories, hierarchy, and navigation that match how customers search.
- 7 min read
Information architecture for help centers
Group articles so people find answers in a click or two, not five.
- 6 min read
Categories and navigation
Turn a pile of articles into a browsable, logical hierarchy.
- 5 min read
What to document first
Prioritize the articles that will deflect the most tickets, fast.
- 6 min read
Internal vs external knowledge bases
Decide what belongs in a public help center versus a private team space.
- 8 min read
Internal knowledge base
Build a private knowledge base your team opens, with the access rules public docs never need.
- 5 min read
Choosing your top-level categories
Pick the handful of categories your whole help center hangs off.
- 6 min read
Naming and taxonomy
Name articles and sections the way customers actually search.
- Template
Plan with a content template
Start from a reusable outline-solid so every article ships consistent.
- 6 min read
How to create a knowledge base for employees
What to write first, who owns it, and how to get your team to actually use it.
Set it up and get it right.
Time to build. Here's how to do it well.
How to build a knowledge base
A step-by-step guide from blank page to a published, on-brand help center.
- 7 min read
How to create a SaaS knowledge base
Audit your features, decide build versus buy, and measure deflection.
- 6 min read
How I created our quickstart guide
A behind-the-scenes look at writing an onboarding doc people finish.
- 7 min read
The modern technical writer
What documentation work looks like today, and the skills that matter.
- 6 min read
Documentation software
The editor and workflow features that keep docs accurate over time.
- 14 min read
Best knowledge base software
Twelve tools compared on setup, search, branding, and real pricing.
- 7 min read
Write your first ten articles
A starter set that covers the questions customers ask most.
- 6 min read
A style guide for help docs
Keep voice, formatting, and terminology consistent as the team grows.
- 5 min read
On-brand help center design
Make your knowledge base look and feel like your product.
Run it well and keep it improving.
Already up and running? Level up your knowledge base.
Enterprise knowledge management system
Scaling knowledge across teams: governance, permissions, and search.
- 6 min read
Predictive support
Answer questions before customers ask them, using what your docs know.
- 7 min read
Ecommerce FAQ pages
How to design FAQ pages that deflect tickets and drive conversions.
- 8 min read
Machine vs manual translations
When to trust AI translation for a multilingual knowledge base, and when not to.
- 6 min read
Knowledge base SLAs
Set service levels for content freshness so your docs never go stale.
- 7 min read
Knowledge management best practices
The habits that keep a knowledge base useful long after launch.
- 6 min read
Knowledge base analytics
Track searches, views, and gaps to decide what to improve next.
- 5 min read
Fix no-result searches
Turn dead-end searches into your next batch of articles.
- 6 min read
A content maintenance workflow
Keep articles fresh with a repeatable review cadence.
- 6 min read
Multilingual at scale
Serve a global audience with translated, in-sync docs.
Put AI to work on your knowledge base.
How AI reads, writes, and answers from your knowledge base.
AI knowledge management
How AI helps teams capture, organize, and surface what they know.
- 9 min read
AI knowledge base: nine checks before you ship
The audit to run on your documentation before you connect an AI agent to it.
- 12 min read
Best AI knowledge base software
Ten tools compared on how they price AI answers and what they ground them in.
- 5 min read
What is an AI knowledge base?
How an AI-powered knowledge base differs from a classic one.
- 6 min read
AI for customer support
How AI answers customer questions using your documentation.
- 5 min read
AI for writing docs
How AI helps you draft, improve, and maintain articles.
- 6 min read
How AI uses your knowledge base
The plain-English explainer: how AI actually draws answers from your docs.
- 7 min read
AI support agents: optimizing your knowledge base
Why agents give wrong answers, and the six documentation changes that improve accuracy most.
- 6 min read
llms.txt, and whether it's worth publishing
What the evidence says about the file everyone tells you to add, and what to do instead.
- 8 min read
Using MCP with your knowledge base
What connecting an assistant to your docs changes, what it's good at, and where to stop.
- 7 min read
Customer support automation
What can be automated today, what can't, and the order to roll it out in.
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