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Knowledge Base

Building a Knowledge Base That Actually Gets Used

3 min read

Building a Knowledge Base That Actually Gets Used

A great knowledge base is the foundation of effective AI-powered support. Here's how to build one that customers and AI agents will actually use.

Why Most Knowledge Bases Fail

Common problems with knowledge bases:

  • Too technical: Written for experts, not customers
  • Hard to find: Poor search and navigation
  • Out of date: Not maintained regularly
  • Incomplete: Missing common questions and edge cases

Principles of an Effective Knowledge Base

1. Write for Your Audience

Your content should be:

  • Clear and concise
  • Free of jargon
  • Action-oriented
  • Easy to scan

2. Structure for Discoverability

Organize content logically:

## Product Documentation
├── Getting Started
│   ├── Quick Start Guide
│   ├── Installation
│   └── Basic Setup
├── Features
│   ├── Feature A Guide
│   ├── Feature B Guide
│   └── Advanced Features
└── Troubleshooting
    ├── Common Issues
    ├── Error Messages
    └── FAQ

3. Optimize for AI

AI agents work better with structured content:

## Problem: Unable to Login

**Symptoms:**
- Error message: "Invalid credentials"
- Account locked after 3 attempts

**Solutions:**
1. Reset your password using the "Forgot Password" link
2. Wait 15 minutes if account is locked
3. Contact support if issue persists

**Prevention:**
- Use a password manager
- Enable two-factor authentication

Content Creation Process

Step 1: Identify Topics

Track common questions from:

  • Support tickets
  • Customer feedback
  • Sales inquiries
  • User analytics

Step 2: Create and Review

  1. Write clear, actionable content
  2. Include screenshots and examples
  3. Have a colleague review for clarity
  4. Test with actual customers

Step 3: Optimize and Maintain

  • Monitor search queries
  • Update based on feedback
  • Remove outdated content
  • Add new features and changes

Measuring Success

Track these metrics:

  • Self-service rate: % of customers finding answers without contacting support
  • Search effectiveness: % of searches leading to helpful articles
  • Article views: Which content is most popular
  • Customer feedback: Ratings and comments on articles

Example: Great vs. Poor Documentation

Poor Example:

To utilize the authentication mechanism, instantiate the
AuthProvider with your credentials and invoke the 
authenticate() method.

Good Example:

## How to Log In

1. Go to app.example.com
2. Enter your email and password
3. Click "Sign In"

Need help? Try resetting your password or contact support.

Tips for AI-Friendly Content

  1. Use clear headings: Help AI understand content structure
  2. Include examples: Show, don't just tell
  3. Add metadata: Tags, categories, related articles
  4. Keep it current: Regular reviews and updates

Tools and Best Practices

  • Use version control for documentation
  • Implement a review schedule (quarterly minimum)
  • Gather analytics on article performance
  • Create templates for common article types
  • Enable easy feedback from customers

Getting Started

Start building your knowledge base today:

  1. List your top 20 support questions
  2. Create articles for the top 5
  3. Organize them logically
  4. Make them searchable
  5. Monitor usage and iterate

A well-maintained knowledge base is an investment that pays dividends in reduced support costs, happier customers, and more effective AI agents.