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Knowledge Base

What is a Knowledge Base? 

A knowledge base in an online resource with information about a certain product or software. In the IT realm, knowledge bases usually include FAQs, step-by-step instructions, service recipes, troubleshooting guides, and other things that users might want to know. 

The first real iteration of the knowledge base was created in the late 1980s, but in the 1990s, the knowledge base as its known today emerged when Scott Hutton “created a full-text searchable, world-accessible Gopher server that revolutionized the [knowledge base].” At that stage, knowledge bases also became a resource for clients, not just internal techs. 

Why Does it Matter? 

Like self-service portals, knowledge bases give software users the opportunity to find the answers to their questions and issues without having to file a ticket or speak directly to a tech. With so many tickets lodged to IT departments each day, a knowledge base is crucial in cutting down tickets, saving techs time, and boosting user satisfaction.  

In fact, according to Forrester, customers prefer knowledge bases to all other self-service channels, so having one is quickly becoming a minimum expectation for users of any product or service.  

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