# 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](/glossary/self-service) · [Tickets](/glossary/tickets)