Here are few of the different types of knowledge bases you can set up:
Internal knowledge base: A database of company knowledge such as internal policies, procedures, and resources. Might be used to support better team collaboration, employee onboarding, and other business processes.
External knowledge base: A public-facing knowledge base system that offers customer support documentation and other content. Might be used to facilitate customer onboarding, provide interactive how-to content, and support complete product usage.
Community forums: Spaces where community members like users, customers, or brand followers can exchange ideas, best practices, questions, and more. Often hosted on social media, these can be a great way to encourage peer-to-peer support and alleviate your internal team’s workload.
FAQ pages: Pages providing answers to common questions or issues faced by your target audience (kind of like this FAQ section you’re reading now!). These can be internal or external resources. They may be made public for customers or users to access for self-service or remain private for internal use by your customer support team.
Tutorials: Comprehensive walkthroughs of how to perform a task, use a product or service, access a feature, or some other behavior. The person seeking support can go through each step in real-time, solving their problem with the help of the tutorial.