A knowledge base is a collaborative tool for sharing knowledge and information.
It is designed to pool knowledge and resources, while also ensuring data quality; and to ensure the longevity of the data while guaranteeing it is up to date.
A knowledge base offers multiple fundamental features, which are all designed to be user-friendly:
Articles from the knowledge base can be accessed at any time, thanks to a dedicated, multicriteria search engine: keywords in the questions, in the answers, search by publication date, by category(ies), by author, department, publication status, etc.
Full-text searches are also available. Users can also search for answers in a tree view of categories.
Users can view an article at any time and add it to their cart to use it later within the customer relationship.
In order to capitalise on user-experience, a CRM knowledge base provides a dedicated field for comments in its fact sheets.
The date and the author of the comment or feedback are logged each time.
These elements can then be used as search criteria.
The author of a fact sheet can archive it, categorise it, tag it with keywords, assign an “expiry” date, define one or several languages as well as the target audience.
The knowledge base can be interfaced with an external knowledge base. The external administrator can use external fact sheets to complement the knowledge base, and edit them if needed.
Similarly, fact sheets in the database can be published on external resources which are open to the public.
The company can consider making them directly available on the website, via an RSS feed, etc. The knowledge base can facilitate the management of recurring questions through a self-care-type platform, and limit the low added-value tasks which need to be carried out by your operators.