Knowledge Base Designing 101: A Complete Guide On How To Design A Knowledge Base

Table of Contents

Last Updated: June 2024

Do you know, 51% of customers prefer technical support through a knowledge base? The sole reason for you to read this guide “knowledge base design 101” and build an impactful knowledge base.  

Here we will guide you well on what a knowledge base must include, its benefits, and so on. 

The content in this article is as follows:

Benefits Of A Knowledge Base

Provides Quick Support

A knowledge base provides self-service to your customers which is the quickest form of customer support. All your customers have to do is search for a keyword in the search bar and they will get relevant articles according to it. 

This practice reduces ticket generation and allows your agents to work on more complex issues. 

Reduces On-Boarding Time

An internal knowledge base consists of all a company’s critical documents and information that can be shared with the new joiners. This reduces training time and allows employees to look for the information at any time of the day. 

Reduce Churn Rate

Customer experience increases when they can solve their queries using a well-written knowledge base. They will be able to find a resolution to their queries on their own and will tend to stick for a longer period. 


Elements Of A Knowledge Base

A knowledge base must have these 5 elements to make it worthwhile. 

  • Answers to frequently asked questions (FAQs)
  • How-to-do videos. 
  • Basic information about the company
  • Customer Policies
  • Troubleshooting guide


Tips On How To Design A Knowledge Base

Here are 5 tips to design an impactful knowledge base.

The Content Should Be Insightful And Up-to-Date

Customers reach out to your knowledge base when they have some query in their mind, thus you need to keep the information inside the knowledge base crisp, insightful, and up-to-date.

You can even hire an employee that will ensure that the data in the knowledge base is updated regularly. 

 Use Data Insights To Design A Knowledge Base

Use analytical tools that provide you with data on your knowledge base. These tools provide you with data like the most clicked article, through which you can always know what articles should be updated regularly. 

Apart from that, you will also get reports like page bounce rate, page view, knowledge base engagements, and so on. All these reports will allow you to improve your knowledge base and provide better customer support. 

Include Useful Elements

It would be helpful for your customers to search for what they are looking for and quickly get the result. Thus, you should include a search bar inside your knowledge base so that your customers don’t have to scroll and find the relevant article. 

You can also provide multi-language support to assist your global customer.

Connect Knowledge Base To Major Contact Points

Link your knowledge base prominently to those places where your customer traffic is high for example your website, app, and so on. This will ensure that your knowledge base is being used to its full potential. 

Include Visuals

To make your knowledge base more insightful try and add images, videos, or GIFs to your article. By following this, you will be providing insightful knowledge to your customers and employees, and the article won’t be hard to understand. 


Meet Saufter, The Best Helpdesk For Knowledge Base Management


  • Saufter allows you to create a knowledge base from scratch with the help of pre-set templates. It even allows you to manage it. You can assign roles to your agents like who will update, edit, and more. 
  • Saufter comes with an AI chatbot that allows you to automate your customer support. It can attend to your customers in real time and solve their queries using knowledge-base articles. 
  • It even provides you with 24X7 order and return management reducing return abuse in your store. 
  • The bot provided by Saufter can also automate your social media handle. Saufter’s bot collects good reviews from platforms like Google, Facebook, Trustpilot, etc. and posts them.



Now, in the end, we hope that through this article you would have gained some fresh knowledge on the knowledge base designing. Here we have mentioned 5 tips that you can follow and efficiently design your knowledge base.

However, if you are looking for software that provides knowledge base management, then you should try Saufter. It allows you to build a knowledge base from scratch or even manage a pre-built knowledge base easily. 

So, what are you waiting for?

Start your 15-day free trial now!



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