Sometimes abbreviated as KB, a knowledge base is a central location that contains information about a company, product, or service. The Computer Hope website is considered a knowledge base, containing a vast amount of information about computers.
Why would a company need a knowledge base?
All companies should have a knowledge base for their customers and employees. Having a company knowledge base allows your company to answer customer questions at any time of the day without having to have employees answer phone or e-mail. Also, for those customers who do contact your employees over phone or e-mail, any question already addressed by the knowledge base can be referenced by the employee. Finally, having a knowledge base makes sure your company does not lose valuable information if an employee is sick or quits. If only one employee knows the answer to a question, your business is reliant on them. If that employee was to log the answer into a knowledge base, all your employees and customers have access to that answer.