A customer might use a knowledge base to learn more about navigating a user interface, look into technical specifications, or get help with a specific feature.<\/p>\n
The main goal of any knowledge base is to enable customers to access the help they need without having to contact your support team.<\/p>\n
Why should you have a knowledge base?<\/h2>\n
A knowledge base can benefit both your customers and customer support<\/a> team by:<\/p>\n A SaaS resource center should include a variety of content to cater to different needs and learning styles. Here are some essential resources to add when building your knowledge base:<\/p>\n Building a well-organized knowledge base can feel overwhelming.<\/p>\n It involves strategic planning and execution to ensure it effectively meets the needs of your users.<\/p>\n Follow these five steps to build a knowledge base that provides valuable support and enhances user experience<\/a>.<\/p>\n Use your customers’ needs and pain points<\/a> as reference points when developing your knowledge base. Its tone and style should speak to them and answer their questions.<\/p>\n There are different ways of identifying the common pain points of users, including:<\/p>\n Enrich your knowledge base with different formats of helpful resources, as everyone learns in different ways.<\/p>\n Users can feel frustrated when all they meet on your knowledge base is a wall of text, so including different resource formats gives them options to choose what’s best for them.<\/p>\n Your knowledge base may include blog posts, documentation<\/a>, case studies, webinars<\/a>, video tutorials, case studies, and interactive walkthroughs<\/a>.<\/p>\n Vet the knowledge base content for any errors or defects before it goes live. Once the review is complete, set it out for publishing.<\/p>\n Keep in mind that a good knowledge base should be accessed at any time and convert leads<\/a>.<\/p>\n For example, if you are crafting a blog post and reference a product feature<\/a>, you can link the knowledge base article that explains the feature.<\/p>\n To ensure users find your knowledge base once it\u2019s published, use a tooltip<\/a> to guide users to the resource center.<\/p>\n Modern knowledge base software comes with a built-in analytics<\/a> feature that lets you assess your content performance and identify areas for improvement<\/a>.<\/p>\n You can find out:<\/p>\n Keep a close eye on customer experience<\/a> with your knowledge base and take steps to improve your content based on their recommendations.<\/p>\n Building your knowledge base should not be a one-time venture. instead, you should continue iterating your knowledge base structure based on its performance.<\/p>\n In addition to using analytics to determine what works and what doesn’t, you should also continue updating your knowledge base with every product update<\/a> to reflect changes.<\/p>\n Setting up your knowledge base with the right tools is only half the job.<\/p>\n The following best practices will help you to create a knowledge base that meets user expectations and provides a seamless user experience.<\/p>\n Let\u2019s dive in!<\/p>\n A robust knowledge base management system <\/a>should include various types of content to cater to the learning needs of everyone.<\/p>\n While textual content forms the foundation of any knowledge base, visual content can significantly improve comprehension, especially for complex concepts.<\/p>\n Your knowledge base should also include interactive<\/a> content to provide customers with a guided experience for complex features.<\/p>\n Do not get tempted into gathering all your resources into an “ultimate guide” article style, as long guides can be hard to understand.<\/p>\n Keep in mind that users visit your resource center because of a specific problem they’ve encountered in their user journey<\/a>. So, create a resource that focuses on one issue.<\/p>\n A perfect example of granular knowledge base content is Asana\u2019s micro video guides<\/a> that are short and on point, helping users adopt the product, one video at a time.<\/p>\n Use clear and consistent modules and categories to help customers quickly find what they are looking for. Organize resources logically, either by format or by the functionality of the resources they refer to.<\/p>\n It is also a good idea to create subcategories to ensure easy navigation<\/a>. However, you should avoid using too many categories so your knowledge base doesn’t become overly complex for customers to access information.<\/p>\n Use keywords in titles so they show up when customers search. Think about what customers might search for when crafting titles to accelerate time to value<\/a>.<\/p>\n Usually, customers already have a topic in mind before they arrive at your knowledge base.<\/p>\n Having search engines in your help center <\/a>makes it easy for customers to quickly find the specific information they seek.<\/p>\n Ideally, the search bar should predict what a customer is typing and display a list of results to aid their search.<\/p>\n Show or hide specific modules based on the stage of a user’s journey<\/a> or the page the user is on.<\/p>\n For example, if a user is on a page of a specific feature, your knowledge base model should display only resources on how to use that feature.<\/p>\n This type of segmentation<\/a> filters out the noise, ensuring you reveal only relevant resources for their use case.<\/p>\n Directing users to other platforms like YouTube from the knowledge base disrupts the user experience and creates friction<\/a>.<\/p>\n Instead, use short in-app videos<\/a> that showcase specific features of your product and break down the steps users need to follow to achieve their desired objectives right away.<\/p>\n To truly resonate with a global audience, it\u2019s important to adapt your resource center\u2019s content to meet each target audience\u2019s cultural and linguistic needs.<\/p>\n To provide a localized experience<\/a>, use a multi-lingual extension to set up your knowledge base to support multiple languages for different users based on their geolocation.<\/p>\n Custom coding can take several weeks and months to build, and it can be more expensive than prepackaged software. Besides, every minor change like color or buttons requires writing and editing long lines of code.<\/p>\n On the other hand, using a no-code knowledge base software <\/a>means non-technical team members can make changes in minutes. And the time saved in the engineering department can be invested in scaling your business<\/a>.<\/p>\n You’ve now got a good grasp of how to create a knowledge base that will help your customers solve their problems and save time for your support team.<\/p>\n Let us now take a look at the best knowledge base tools to help you create a knowledge base that works.<\/p>\n Helpjuice has a powerful, easy-to-use knowledge base solution with an editor that lets you customize layout, typeface, and pallet to match your brand aesthetic<\/a>.<\/p>\n Additionally, Helpjuice has collaboration features worth mentioning. Teams can work on article drafts together, leaving comments throughout the drafting process.<\/p>\n Document360 could be a good choice if you’re looking for stand-alone knowledge base software. The tool has an intuitive user interface<\/a>, a WYSIWYG editor, search capabilities, and the ability to create both internal and external knowledge.<\/p>\n This platform offers a free plan<\/a> suitable for small businesses seeking to create a public-facing knowledge base.<\/p>\n\n
What to include in self-service knowledge bases?<\/h2>\n
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![\"knowledge-base-creation\"](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/knowledge-base-creation_880e75fc19988bc745f940e7fd04a0e0_800.png)
<\/picture>5 Steps to knowledge base creation<\/h2>\n
1. Identify areas where users need help<\/h3>\n
\n
![\"user-surveys-knowledge-base-creation\"](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/user-surveys-knowledge-base-creation_f6643e76b87f358618308ca8a46bbb4e_800.png)
<\/picture>2. Create different formats of resources<\/h3>\n
![\"knowledge-base-creation-userpilot\"](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/knowledge-base-creation-userpilot_53de0693acb0862050d1127e88586369_800.png)
<\/picture>3. Publish and promote your knowledge base<\/h3>\n
![\"create-a-knowledge-base\"](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/image61_eb47002cb4c1f5743b4a076172bde8d3_800.jpg)
<\/picture>4. Track and analyze your knowledge base performance<\/h3>\n
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![\"knowledge-base-management\"](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/image62_3e1e316ff288d0b14d4888e423efdf9c_800.png)
<\/picture>5. Work on updating and improving your knowledge base structure<\/h3>\n
Knowledge base creation best practices<\/h2>\n
Include multiple types and formats of resources<\/h3>\n
![\"right-knowledge-base-software\"](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/image63_7d305577fc0ce415370328981da45560_800.png)
<\/picture>Create granular content<\/h3>\n
![\"Asana\u2019s](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/knowledge-base-templates_be4b8fa98ecdaf4eb9ef244cb671a355_800.png)
<\/picture>Group content into modules and categories<\/h3>\n
![\"Organize](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/image_55b3085a92a3bb2b86ad0ed9c14e4395_800.png)
<\/picture>Add a search functionality for easy navigation<\/h3>\n
![\"](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/image_d99a1b16fb469cc22b4d40260b2653a0_800.png)
<\/picture>Personalize the knowledge base content based on user segment<\/h3>\n
![\"personalize](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/image_1c8c4b81670867ca63a14a216cde6bf5_800.png)
<\/picture>Play video tutorials directly in-app<\/h3>\n
Localize your knowledge base<\/h3>\n
![\"Localize](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/localization-knowledge-base-creation_8e74895b70bd64d4dbca32460b63573b_800.png)
<\/picture>Don’t custom code – use the right knowledge base software<\/h3>\n
3 Great knowledge base tools for SaaS companies<\/h2>\n
Helpjuice – best external knowledge base solution<\/h3>\n
![\"Helpjuice](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/image77_357c668816ba3aa99d3030b4053b4a4d_800.png)
<\/picture>Document360 – best knowledge management system for small businesses<\/h3>\n
![\"meta-descriptions-create-content\"](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/image-77_ff5ce1acff8a629c7fa64a52461f4387_800.png)
<\/picture>![\"knowledge-base-creation-design-userpilot\"](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/knowledge-base-creation-design-userpilot_f2cfe5ee557c319af1d1e29a49db8f23_800.png)
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