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A knowledge base is an electronic database used for knowledge management in organizations, with information entered by subject matter experts and technical communications staff. Software tools can aid in categorizing information for efficient retrieval. Benefits include reducing training time, increasing employee job satisfaction, and improving customer service. It can also provide insights for improving products and services.
A knowledge base (KB) is a repository of information that is used in the knowledge management operations of an organization. These operations include functions such as customer support or product development. The information is usually stored in an electronic database.
A knowledge management system must enable the collection, organization and retrieval of information. Within an organization, subject matter experts and technical communications staff members typically create knowledge base information and enter it into a system. A robust system will provide a means of tagging information with keywords and categorizing it for retrieval. People could do the labeling and categorization of information.
Software tools can help in this process. Text mining, corporate bookmarking and semantic web tools can make the process of categorizing information, and therefore information retrieval, more efficient. Information may be tagged by product number, error message number, activity, user type, or other elements and then shared appropriately.
Some typical types of knowledge base information include frequently asked questions (FAQs), how-to articles, troubleshooting tips, white papers, user manuals, and installation guides. Commonsense knowledge bases are types of knowledge bases that could be used for artificial intelligence (AI) purposes. These types gather all the information a typical person should know about a topic. This knowledge can then be used to program a machine to solve problems that previously required a person.
Implementing a knowledge base offers many benefits to an organization. It can reduce training time for new employees. The tool can increase employee job satisfaction, because it can make their work easier. Customers will also be happier in many ways because they will be dealing with employees who are better able to help them. In addition, the web-based self-service allows customers to solve their problems at their convenience and not only during business hours.
In addition to supporting customer service functions, a knowledge base can provide a source of information that allows the company to improve its products and services. Analysis of knowledge base usage may highlight the need for additional product features or improved usability. It may also show a need for improved instruction or additional training.
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