Promoting a knowledge base and its availability among customers is vital. It’s best to treat a knowledge base as a separate internal product and run an end-to-end, ongoing marketing campaign to promote it.
Let customers know about the knowledge base when they join your company or start using your products or services and keep informing existing customers about this option of customer self-service. Create tutorials and FAQs to make it easier for users to navigate through your knowledge base and use it daily. Proficiency of your customers in using a knowledge base means less work for your service agents.