Knowledge base management that fuels self-service
Build out an accurate, comprehensive knowledge base to provide users with the right solutions and agents with the right resources
Enhance self-serve
Empower customers to find solutions on their own with a knowledge base that is always accurate and built for Gen AI Search
Write faster with AI
Spend less time editing articles with powerful AI commands to polish and transform your content with just a single click
Track article performance
Break open the black box of article analytics with a comprehensive dashboard to measure engagement and article effectiveness
Collaborate with ease
Keep your knowledge base in sync with product updates with a tool that makes it easy for your team to contribute and collaborate on articles
Consolidate knowledge across all your sources into a single repository
- Write, edit, and format articles exactly the way you want with a WYSIWYG rich text editor
- Instantly convert human agent responses into Q&As and keep your knowledge base dynamic
- Expand your knowledge base repository with links to external articles and PDFs
Make article writing delightful with your own AI writing companion
- Change the tone of articles to ensure consistency with your brand voice
- Fix grammer and spelling with AI so you can spend less time editing content
- Adjust the length of articles to match your content guidelines without having to manually restructure
Surface information to whom you want and how you want
- Control what information is visible to end-users by categorizing articles as ‘internal’ or ‘external’
- Set custom viewing permissions to manage article visibility for specific user attributes
- Allow every team to contribute to articles while still maintaining quality checks through user-based permissions
Get actionable insights into the customer impact of your knowledge base
- Understand how valuable users find your articles by measuring CSAT on articles
- Identify critical knowledge gaps that need to be addressed by tracking common search queries
- Filter metrics by different customer surfaces to determine which one is creating the most impact
Frequently asked questions
A robust knowledge base improves self-service for your customers and internal teams. Using a knowledge management tool gives you an efficient way to centralize and organize all your help resources. A comprehensive and well-structured knowledge base helps customers find accurate solutions and reduces the number of repetitive queries your customer support agent have to handle.