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Knowledge Base

A knowledge base (KB) is a structured collection of articles, FAQs, troubleshooting guides, and how-to content that customers and agents consult to find answers without contacting support.

What goes in a KB

  • Getting started — first-week onboarding
  • Feature guides — how each feature works
  • Troubleshooting — error codes, common issues
  • FAQs — quick answers to recurring questions
  • Release notes — what changed
  • Integrations — how to connect to other tools

Why KBs matter

A well-tended KB deflects 30–50% of tickets and shows up in Google for long-tail product queries — driving organic awareness. Agents also use the KB internally as a source of truth.

KB hygiene

  • Review every article quarterly for accuracy
  • Track searches that return no results — that's your content gap list
  • Tie new article creation to repeated ticket categories
  • Surface KB suggestions in the support inbox

How BlueHill helps

BlueHill's portal embeds KB articles inline with ticket submission, so customers see relevant answers before asking. Ticket categorization data feeds the KB content roadmap.

Related: Self-service · Tickets