Knowledge base

Definition

A knowledge base is a self-service repository or library of information used to store retrievable information about a product, service or topic.

Simply put, it’s a collection of your company’s internal or external knowledge that end-users can quickly search to retrieve answers and specific information. For example, a knowledge base can include FAQs, guides, video tutorials, how-to articles or other any other asset that helps the user understand your product or service. A knowledge base can be both machine or human-readable.

Sitel’s knowledge management platform grants customer-facing agents access to a collaborative online library of tools that offers everything they need to create, classify and share content, guaranteeing they have the information they need when they need it.

By delivering the best user experience for your agents, a knowledge base can help you deliver the best customer experience for your customers.

Related terms: Self-service portal .