Creating a Strong Company Knowledge Base

In 2020, Forrester asked over 3,000 sales reps to name the biggest factor that impairs their productivity. The top issue was finding content or information. [1]

Your company's processes, policies, customer information and other internal data are usually documented somewhere – maybe in a FAQ, a PDF, an email, a Slack channel, or even a company knowledge base. Building a strong company knowledge base is crucial for effective enterprise knowledge management, ensuring all crucial data is organized and accessible.

But it's more than just having things documented.

To really benefit from your company knowledge base, it’s important that this information can be easily found by anyone who needs it – whether that's your customers, employees, or both.

In this article, we’ll guide you through the step-by-step process of creating a company knowledge base. But first, we’ll explain the two types of company knowledge bases, highlight the key features for building a strong one, and recommend the best tools to use. Effective documentation is key to creating a comprehensive knowledge base for your company, enabling you to maintain up-to-date and useful information.

What Is the Knowledge Base of a Company?

A company knowledge base is a central place where crucial company information – like processes, policies, and customer details – is stored and organized. This data can come from various sources, such as:

• Internal documents
• Customer support tickets
• Employee handbooks
• Meeting notes
• Product manuals
• Feedback from customers and employees

Most company knowledge bases are structured in two major forms:

1. Human-Readable Company Knowledge Bases: These are easy-to-access formats like databases, digital libraries, or online document collections. They contain content like HR info, troubleshooting manuals, technical documentation, product guides, etc, created by experts to make sharing and transferring knowledge easier.
2. Machine-Readable Knowledge Bases: Designed for AI systems, these types of databases are signed to help AI systems understand and answer external queries. Explore how AI can enhance your company's knowledge base for better efficiency and information management by leveraging advanced technologies to manage and interpret data. For instance, when an employee asks a question, the machine-readable knowledge base uses AI to interpret the question and narrow down all possible and most contextual answers that the employee will find most helpful. An example of this form of company knowledge base is Atlas UP.

The main goal of a company knowledge base is to make everyone's job easier by providing company knowledge on demand. It also helps standardize processes and procedures, ensuring consistency and quality across the organization.

Types of Company Knowledge Bases

This section explains the two main types of company knowledge bases.

External Knowledge Base

An external knowledge base, also called a customer-facing or customer service knowledge base, is a library where customers can find everything they need to know about your company’s products, services, and industry. It includes information like product documentation, user manuals, FAQs, and troubleshooting guides.

It’s open to the public or anyone outside the organization and may require a login or authentication, depending on the information shared. The main goal is to give customers and partners the information and support they need to use the company’s products or services effectively.

Internal Knowledge Base

An internal knowledge base, also known as an employee intranet or company wiki, is a secure space where employees can share and access company information. It’s designed for internal use only.

This type of company knowledge base includes information like company policies and procedures, project documentation and internal communications, etc, and other data that help employees perform their jobs effectively. Since it holds sensitive information, it requires login credentials and other strict security measures to protect it from unauthorized access.

What Should Be Included in a Company Knowledge Base?

Alt text: An isometric illustration representing online learning and distance education.

What to include in your company’s knowledge base depends on the type of knowledge base you’re building and the needs of the audience you’re building it for.

Key Information to Be Included in an Internal Company Knowledge Base

Here is the key information that must be included in an internal company knowledge base to make it serve its purpose:

Key Information to Be Included in an External Company Knowledge Base

These are the key pieces of information that you need to include in your internal company knowledge base:

• Product and service information: Detailed descriptions, features, pricing, and usage instructions for the company’s products and services.
• FAQs: Answers to common customer questions about products, services, and policies.
• Troubleshooting guides: Step-by-step solutions for common issues customers might encounter with products or services.
• Company contact information: Clear details on how customers can get in touch with support or other departments.
• Policies and terms: Information on shipping, returns, warranties, and other relevant company policies.
• User manuals and documentation: Comprehensive guides and manuals that help customers understand and use products effectively.
• Customer success stories and case studies: Examples of how other customers have successfully used the company’s products or services to solve their problems.
• Product updates and releases: Information on new features, updates, and upcoming releases for products or services.
• Tutorials and how-to videos: Step-by-step video guides that demonstrate how to use products or navigate services.
• Community forums or discussion boards: A space for customers to ask questions, share experiences, and get advice from other users.
• Feedback and review sections: A place where customers can leave reviews, feedback, and rate products or services.
• Service status and announcements: Updates on system status, maintenance schedules, and any service disruptions.
• Accessibility information: Details on how products or services accommodate users with disabilities, including accessibility features and support.
• Integration guides: Information on how to integrate products or services with other tools and systems customers may be using.

How to Create an Effective Company Knowledge Base

Step 1: Identify Objectives

Determine the type of company knowledge base you want to create (external or internal) and the aim you intend to achieve with the knowledge base. Objectives might include improving onboarding, increasing efficiency, reducing redundancy, or centralizing company information.

To clearly define the objective of your company's knowledge base, you need to communicate with different departments and employees to understand their needs and challenges. Gather input on what types of information are most researched and the easiest format that the target audience (whether customers or your employees) will prefer these results to appear in.

Step 2: Gather and Organize Existing Information

Next, collect and review existing documentation, such as internal manuals, process guides, HR policies, and technical support materials. This step will help you identify missing knowledge gaps and update outdated information.

You also need to sort your company information into logical categories and subcategories. Examples might include HR policies, IT support, departmental procedures, and training materials. This category will help you create a hierarchy that reflects how employees and customers will search for and use the information in the company knowledge base.

Step 3: Add New Information

From the step above, you'll discover common research questions whose answers have not been clearly documented. Here, you have to curate answers to these questions in a clear, concise, and easy-to-understand way. Use headings, bullet points, and visuals like screenshots and diagrams.

Don't forget to develop consistent templates for different types of content, such as policies, procedures, and troubleshooting guides. This helps maintain uniformity and makes content creation easier. Most importantly, have subject matter experts and other stakeholders review the new information to ensure it's accurate and complete.

Step 4: Choose a Platform

The next step is to choose the best company knowledge base tool to use. Here are some factors to consider when choosing a knowledge base platform:

• Ease of use
• Scalability
• Integration capabilities
• Customization options
• Security measures
• Vendor support
• Search functionality
• Content management features

Choose a platform that aligns with your company’s needs and budget. Ensure it supports the type of content you plan to include and can handle the expected volume of information.

Step 5: Implement Access Controls

This step is especially important if you're creating an internal company knowledge base. Defining access levels helps you control who can view, edit, or manage certain information, ensuring that sensitive or confidential data is protected.

It also enables employees to find the resources they need without being overwhelmed by unnecessary content. You can defy access controls based on roles and responsibilities and protect your company knowledge base using login details and authentication protocols.

Step 6: Train Employees

It's not enough to just create a strong company knowledge base, you have to also train your employees on how to use it so that it serves the goal for which you created it. To train your employees on how to use your chosen company knowledge base platform, create written guides, videos, and tutorials. This should include instructions on how to search for information, how to contribute to the knowledge base and how to navigate the system.

Automatically Manage Your Company Knowledge Base With Atlas UP

Atlas UP is a powerful tool that can help you manage your company’s knowledge base. It does this by streamlining how your employees access company information.

By connecting all your internal systems – like HR, finance, sales, and project management – into one easy-to-use platform, Atlas UP ensures that all your company’s data is accessible in a centralized location. This makes it easier for your employees to find answers quickly, whether they’re searching for policy documents, customer information, or project updates.

Therefore, instead of wasting time hunting through shared drives or scattered files, your team can retrieve the information they need in seconds, which boosts productivity and reduces interruptions.

Plus, Atlas UP allows you to present your company information in a way that gives stakeholders a clear, comprehensive view of your company's operations, helping them make informed decisions. It also comes with advanced language models and strong security measures in place to not only simplify data retrieval but also to protect your company's sensitive information.

Interested? Schedule a demo today!

Conclusion

The benefits of a solid company knowledge base system are clear. It makes it easy for employees and customers to quickly find important information, boosts efficiency, and cuts down on repetitive questions. It also standardizes processes and ensures consistent communication across the organization.

One popular company knowledge base platform is Atlas UP. It offers advanced security and AI features to protect your company’s data and provide accurate, contextual answers to queries.

Frequently Asked Questions

What should a knowledge base include?

A knowledge base should include clear and well-organized information relevant to its users. This often consists of how-to guides, FAQs, troubleshooting tips, and detailed documentation. It should also have a user-friendly search function to help people find the information they need quickly and easily.

What is the purpose of a knowledge base?

A knowledge base aims to provide a central place where users can find important information quickly and easily. It helps answer common questions, solve problems, and share important details, making it easier for people to get the support they need. Organizing information improves efficiency and reduces the need for repeated questions or support requests.

How do I create a knowledge base?

To create a knowledge base, start by gathering and organizing all relevant information that your users will need. Choose a user-friendly platform to house this information, then structure it with clear categories and a search function. Finally, write and format the content clearly, train users on how to use it, and keep it updated regularly.

What is a knowledge base tool?

A knowledge base tool is a platform that helps you store, organize, and manage information in a central place. It allows users to easily access and search for information, such as FAQs, guides, and troubleshooting tips. These tools often come with features like content management, user access controls, and analytics to help you maintain and improve your knowledge base.