What is a Knowledge Base? How to Build and Manage an Effective Knowledge Base?
A knowledge base is a method of self-service that gives users the power to solve their own problems. It houses articles that contain documentation of common issues and provides solutions. In the simplest terms, a knowledge base makes information public so that it can be used as an asset to the organization. In addition, a knowledge base can be used internally so IT help desk employees can locate solutions to common issues and resolve tickets quickly.