A knowledge base is an information library that contains information about a product, service, existing issues and their solutions, organization policies, and so on. It is important to create and maintain a knowledge base so that users can access the required information easily and resolve issues on their own.
To simplify the user access to a knowledge base, Knowledge Management enables users to create, publish, maintain, and search knowledge articles that belong to their organizations. Knowledge articles are a great way to document, maintain, and share different types of knowledge like reference, problem and solution, finance, and legal in an organization.
Knowledge Management provides the following benefits:
- Improve self-service.
- Reduce the number of issues that are raised.
- Access to up-to-date information.
- Consistent structure and formatting.
- Create knowledge articles as per the business needs.
Refer the following topics to understand the knowledge concepts that help you work with knowledge articles efficiently:
|To learn about different search options available for knowledge articles.||Knowledge article search|
|To learn how to work with knowledge articles.||Knowledge sets and knowledge templates|