{"id":40596,"date":"2023-04-28T17:24:14","date_gmt":"2023-04-28T17:24:14","guid":{"rendered":"https:\/\/userpilot.com\/blog\/how-to-build-a-knowledge-base\/"},"modified":"2026-04-07T11:26:02","modified_gmt":"2026-04-07T11:26:02","slug":"how-to-build-a-knowledge-base","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/how-to-build-a-knowledge-base\/","title":{"rendered":"How to Build a Knowledge Base: A Step-by-Step Guide for SaaS"},"content":{"rendered":"<h2 id=\"akp7\"><strong>What is a knowledge base?<\/strong><\/h2>\n<p>A <a href=\"https:\/\/userpilot.com\/blog\/knowledge-base\/\" target=\"_blank\" rel=\"noopener noreferrer\">knowledge base<\/a> is a valuable tool that lets you offer your customers quick and easy access to product guides and answer to their support questions.<\/p>\n<h2 id=\"b206e\"><strong>Why should you have a knowledge base?<\/strong><\/h2>\n<p>A knowledge base can benefit both your customers and <a href=\"https:\/\/userpilot.com\/blog\/in-app-customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support<\/a> team by:<\/p>\n<ul>\n<li><strong>Enhancing <a href=\"https:\/\/userpilot.com\/blog\/self-serve-onboarding-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">user onboarding experience<\/a><\/strong> with a comprehensive and user-friendly guide, helping them understand and leverage your product&#8217;s full potential.<\/li>\n<li><strong>Reducing the workload of your customer support team<\/strong> as customers will solve issues by themselves and open fewer support tickets for support agents to deal with.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/improve-customer-satisfaction\/\" target=\"_blank\" rel=\"noopener noreferrer\">Improving customer satisfaction<\/a> and retention<\/strong> by letting customers find the answers they need quickly and easily and satisfying them to <a href=\"https:\/\/userpilot.com\/blog\/customer-stickiness\/\" target=\"_blank\" rel=\"noopener noreferrer\">stick around with your product<\/a> for the long haul.<\/li>\n<li><strong>Serving as a source of insights and feedback<\/strong> into the <a href=\"https:\/\/userpilot.com\/blog\/customer-wants-and-needs-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">user needs and wants<\/a> and areas requiring improvement.<\/li>\n<\/ul>\n<h2 id=\"7jahe\"><strong>What to include in self-service knowledge bases?<\/strong><\/h2>\n<p>While you learn how to build a knowledge base, you should also learn about the musts in a <a href=\"https:\/\/userpilot.com\/blog\/self-service-support-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">self-service<\/a> knowledge base. Let&#8217;s take a look at them.<\/p>\n<h3 id=\"3ftrg\"><strong>Product documentation<\/strong><\/h3>\n<p>Including product documentation in your knowledge base allows you to offer your customers a comprehensive guide about your product. As a result, your customers understand how your product works and how they can get the most out of it.<\/p>\n<p>You should include different types of product documentation in your knowledge base.<\/p>\n<ol type=\"1\">\n<li><strong>Product function guides:<\/strong> Useful to provide an overview of every feature and function of your product and how to use them.<\/li>\n<li><strong>Configuration guides:<\/strong> Help you provide detailed instructions on installing, setting up, or integrating the app into the users&#8217; existing software with technical guides.<\/li>\n<\/ol>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/knowledge-base-userpilot_30535aceaa0ac04f3d28f350b8e94f59_800.png 1x, https:\/\/images.storychief.com\/account_6827\/knowledge-base-userpilot_30535aceaa0ac04f3d28f350b8e94f59_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/knowledge-base-userpilot_30535aceaa0ac04f3d28f350b8e94f59_800.png 1x, https:\/\/images.storychief.com\/account_6827\/knowledge-base-userpilot_30535aceaa0ac04f3d28f350b8e94f59_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/knowledge-base-userpilot_30535aceaa0ac04f3d28f350b8e94f59_800.png\" alt=\"knowledge-base-userpilot.png\" \/><\/picture><figcaption>Product documentation in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>&#8216;s knowledge base.<\/figcaption><\/figure>\n<h3 id=\"f2a3d\"><strong>Product announcement<\/strong><\/h3>\n<p>Your knowledge base can serve as a central hub for users to check the status of your product, including updates and maintenance that may affect their experience. It is important to provide timely, clear communication to your customers regarding any issues they might face and inform them about the latest status of your product.<\/p>\n<p>The <a href=\"https:\/\/userpilot.com\/blog\/product-changes\/\" target=\"_blank\" rel=\"noopener noreferrer\">product updates<\/a> include describing the updates or maintenance details to ensure effective communication with your product. By informing customers with <a href=\"https:\/\/userpilot.com\/blog\/release-notes-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">product announcements<\/a>, you can build trust and customer loyalty while keeping your customers informed and up-to-date.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/product-announcement-userpilot_384b68ec30f790ccc043c96e5027b4ec_800.png 1x, https:\/\/images.storychief.com\/account_6827\/product-announcement-userpilot_384b68ec30f790ccc043c96e5027b4ec_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/product-announcement-userpilot_384b68ec30f790ccc043c96e5027b4ec_800.png 1x, https:\/\/images.storychief.com\/account_6827\/product-announcement-userpilot_384b68ec30f790ccc043c96e5027b4ec_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/product-announcement-userpilot_384b68ec30f790ccc043c96e5027b4ec_800.png\" alt=\"product-announcement-userpilot.png\" \/><\/picture><figcaption>Check <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>&#8216;s status for product maintenance\/updates.<\/figcaption><\/figure>\n<h3 id=\"4j4rl\"><strong>Customer support function<\/strong><\/h3>\n<p>When you create a knowledge base, you should include customer support functions to ensure a seamless <a href=\"https:\/\/userpilot.com\/blog\/customer-experience-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience<\/a>. Customers should find it easy to send support tickets or initiate a <a href=\"https:\/\/userpilot.com\/blog\/chatbots-vs-knowledge-bases\/\" target=\"_blank\" rel=\"noopener noreferrer\">chatbot conversation<\/a> directly from the knowledge base.<\/p>\n<p>Moreover, if you have an existing support ticketing system, you should ensure your knowledge base integrates with it. It&#8217;ll streamline the support process and enable your customer service team to better track and manage customer inquiries.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/customer-support-function-knowledge-base-userpilot_eced84032e4784e4ae6ee1e369e590e3_800.png 1x, https:\/\/images.storychief.com\/account_6827\/customer-support-function-knowledge-base-userpilot_eced84032e4784e4ae6ee1e369e590e3_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/customer-support-function-knowledge-base-userpilot_eced84032e4784e4ae6ee1e369e590e3_800.png 1x, https:\/\/images.storychief.com\/account_6827\/customer-support-function-knowledge-base-userpilot_eced84032e4784e4ae6ee1e369e590e3_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/customer-support-function-knowledge-base-userpilot_eced84032e4784e4ae6ee1e369e590e3_800.png\" alt=\"customer-support-function-knowledge-base-userpilot.png\" \/><\/picture><figcaption>Customer support function in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>&#8216;s knowledge base.<\/figcaption><\/figure>\n<h3 id=\"a3k4g\"><strong>Feedback options<\/strong><\/h3>\n<p>Including feedback options to maximize your knowledge base&#8217;s potential is critical. Feedback options, like <a href=\"https:\/\/userpilot.com\/blog\/feature-request\/\" target=\"_blank\" rel=\"noopener noreferrer\">feature requests<\/a>, bug reports, and improvement suggestions, give your customers a voice to share their thoughts and opinions about your product.<\/p>\n<p>The feedback options help you collect valuable information about your <a href=\"https:\/\/userpilot.com\/blog\/analyze-customer-needs\/\" target=\"_blank\" rel=\"noopener noreferrer\">customers&#8217; needs<\/a> and preferences. It enables you to identify trends and patterns in customer experience and what areas require improvement.<\/p>\n<p>Another benefit of feedback options is that they provide a <a href=\"https:\/\/userpilot.com\/blog\/active-vs-passive-customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">passive way to collect feedback<\/a>. They allow customers to provide feedback whenever they want and bring feedback from a broad range of customers.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/feedback-options-knowledge-base-userpilot_2e8c8598e98132781c104fb1448aff8a_800.png 1x, https:\/\/images.storychief.com\/account_6827\/feedback-options-knowledge-base-userpilot_2e8c8598e98132781c104fb1448aff8a_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/feedback-options-knowledge-base-userpilot_2e8c8598e98132781c104fb1448aff8a_800.png 1x, https:\/\/images.storychief.com\/account_6827\/feedback-options-knowledge-base-userpilot_2e8c8598e98132781c104fb1448aff8a_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/feedback-options-knowledge-base-userpilot_2e8c8598e98132781c104fb1448aff8a_800.png\" alt=\"feedback-options-knowledge-base-userpilot.png\" \/><\/picture><figcaption>Submit feedback through <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>&#8216;s knowledge base.<\/figcaption><\/figure>\n<h3 id=\"v5bi\"><strong>Product and new features announcements<\/strong><\/h3>\n<p>You must consider core elements when announcing products and new features and offering educational resources for such releases while creating a knowledge base. These announcements can include feature releases, updates on the product roadmap, or developments for an app in the product development stage.<\/p>\n<p>As you regularly announce new features, you demonstrate that your product is evolving and improving to meet customer needs. They inform customers about the potential benefits of your products and highlight how new developments will solve specific problems or improve workflows.<\/p>\n<p>Here is how Gleap, an app in the product development stage, announces new products and features.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/product-new-features-announcement-gleap_a1bdb6edcb68097097195a2b8c301fd6_800.png 1x, https:\/\/images.storychief.com\/account_6827\/product-new-features-announcement-gleap_a1bdb6edcb68097097195a2b8c301fd6_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/product-new-features-announcement-gleap_a1bdb6edcb68097097195a2b8c301fd6_800.png 1x, https:\/\/images.storychief.com\/account_6827\/product-new-features-announcement-gleap_a1bdb6edcb68097097195a2b8c301fd6_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/product-new-features-announcement-gleap_a1bdb6edcb68097097195a2b8c301fd6_800.png\" alt=\"product-new-features-announcement-gleap\" \/><\/picture><figcaption>Product and feature announcement in Gleap.<\/figcaption><\/figure>\n<h3 id=\"9v67f\"><strong>Educational resources<\/strong><\/h3>\n<p>Offering <a href=\"https:\/\/userpilot.com\/blog\/customer-education-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">educational resources<\/a> helps your new customers learn about your product and existing users who want to expand their knowledge and skills.<\/p>\n<p>You should offer different educational resources like recorded webinars, product videos, and <a href=\"https:\/\/userpilot.com\/blog\/interactive-walkthroughs-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">interactive walkthrough<\/a> replays. As a result, your customers learn more about your product at their own pace and in a way they prefer among the multiple options.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/educational-resources-knowledge-base-userpilot_4e8e3cf6ba2e21c796b925fee4d79624_800.png 1x, https:\/\/images.storychief.com\/account_6827\/educational-resources-knowledge-base-userpilot_4e8e3cf6ba2e21c796b925fee4d79624_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/educational-resources-knowledge-base-userpilot_4e8e3cf6ba2e21c796b925fee4d79624_800.png 1x, https:\/\/images.storychief.com\/account_6827\/educational-resources-knowledge-base-userpilot_4e8e3cf6ba2e21c796b925fee4d79624_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/educational-resources-knowledge-base-userpilot_4e8e3cf6ba2e21c796b925fee4d79624_800.png\" alt=\"educational-resources-knowledge-base-userpilot.png\" \/><\/picture><figcaption>Educational resources in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>&#8216;s resource center.<\/figcaption><\/figure>\n<h3 id=\"19ako\"><strong>Search functionality<\/strong><\/h3>\n<p>The search functionality is one of the main functions you should consider while you ponder how to build a knowledge base. A search bar helps customers save a lot of time by not manually searching through various pages or sections of the knowledge base.<\/p>\n<p>Another useful search functionality you should include is search engines, such as Google. Integrating it with your internal knowledge base lets you provide more comprehensive search results from your content and external resources.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/search-functionality-knowledge-base-userpilot_ae1192ac34475ae94ce441697f65ff65_800.png 1x, https:\/\/images.storychief.com\/account_6827\/search-functionality-knowledge-base-userpilot_ae1192ac34475ae94ce441697f65ff65_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/search-functionality-knowledge-base-userpilot_ae1192ac34475ae94ce441697f65ff65_800.png 1x, https:\/\/images.storychief.com\/account_6827\/search-functionality-knowledge-base-userpilot_ae1192ac34475ae94ce441697f65ff65_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/search-functionality-knowledge-base-userpilot_ae1192ac34475ae94ce441697f65ff65_800.png\" alt=\"search-functionality-knowledge-base-userpilot.png\" \/><\/picture><figcaption>Use the search bar in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>&#8216;s resource center.<\/figcaption><\/figure>\n<h3 id=\"5grja\"><strong>Help articles<\/strong><\/h3>\n<p>The help articles are essential to any knowledge base as they empower customers to find answers to their questions independently. Any knowledge base article should provide customers with information on resolving common issues or achieving specific tasks using the product.<\/p>\n<p>Additionally, help articles may include tips and best practices for using the product. You can include articles on specific feature usage that provides tips on optimizing the features. It helps customers get the most out of your product and improves the overall customer experience.<\/p>\n<p>This is how Asana links to its help articles.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/help-articles-asana_cda2adc5a700832ed1b8cc8e00e42d6a_800.png 1x, https:\/\/images.storychief.com\/account_6827\/help-articles-asana_cda2adc5a700832ed1b8cc8e00e42d6a_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/help-articles-asana_cda2adc5a700832ed1b8cc8e00e42d6a_800.png 1x, https:\/\/images.storychief.com\/account_6827\/help-articles-asana_cda2adc5a700832ed1b8cc8e00e42d6a_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/help-articles-asana_cda2adc5a700832ed1b8cc8e00e42d6a_800.png\" alt=\"help-articles-asana.png\" \/><\/picture><figcaption>Help articles in Asana.<\/figcaption><\/figure>\n<h3 id=\"9t319\"><strong>FAQs with most common questions<\/strong><\/h3>\n<p>Having FAQs with answers to the most common questions is a must that comes to your mind when you start with how to build a knowledge base. The <a href=\"https:\/\/docs.userpilot.com\/category\/77-faq\" target=\"_blank\" rel=\"noopener noreferrer\">FAQ section<\/a> offers a convenient way for users to find answers to common questions without contacting customer support or searching through lengthy product documentation.<\/p>\n<p>Firstly, you should identify users&#8217; most common questions and prepare quick, clear, and concise answers. You also need to ensure that your FAQ section is up-to-date and relevant to trends in your product. Regularly reviewing and updating the FAQ section is crucial as your product evolves and new features emerge.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/faq-section-how-to-build-a-knowledge-base_861e1b4cc1f27a473bdefcccb6a6ecd5_800.png 1x, https:\/\/images.storychief.com\/account_6827\/faq-section-how-to-build-a-knowledge-base_861e1b4cc1f27a473bdefcccb6a6ecd5_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/faq-section-how-to-build-a-knowledge-base_861e1b4cc1f27a473bdefcccb6a6ecd5_800.png 1x, https:\/\/images.storychief.com\/account_6827\/faq-section-how-to-build-a-knowledge-base_861e1b4cc1f27a473bdefcccb6a6ecd5_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/faq-section-how-to-build-a-knowledge-base_861e1b4cc1f27a473bdefcccb6a6ecd5_800.png\" alt=\"faq-section-how-to-build-a-knowledge-base.png\" \/><\/picture><figcaption>FAQ section in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>&#8216;s resource center.<\/figcaption><\/figure>\n<h2 id=\"2uca8\"><strong>6 Steps to build a knowledge base in app for SaaS<\/strong><\/h2>\n<p>Here are six steps you should follow to create a knowledge base for your SaaS product.<\/p>\n<h3 id=\"7qal\"><strong>Research to determine your knowledge base structure<\/strong><\/h3>\n<p>The first step of building a knowledge base is to research and determine its structure, as it is the backbone of the content you&#8217;ll create. A well-structured knowledge base will help customers find the information they need conveniently.<\/p>\n<p>Identify the most asked queries and understand the questions, topics, and categories your knowledge base should cover. You should put yourself in customers&#8217; shoes to create a knowledge base that meets customers&#8217; needs.<\/p>\n<p>In addition to customer research, you should consider the perspective of your support and marketing team. They can provide valuable insights into customers&#8217; most common issues and wants.<\/p>\n<h3 id=\"9mg7t\"><strong>Build your knowledge base content in different formats<\/strong><\/h3>\n<p>You need to keep in mind that not everyone learns the same way. While some people prefer written articles, others may find watching a video or following an app walkthrough helpful. As a result, building your knowledge base content in different formats is necessary to cater to all learning needs.<\/p>\n<p>Written articles are a great way to provide detailed information and step-by-step instructions for using your product. Videos can be an engaging way to convey information and help your customers see your product in action.<\/p>\n<p>You can also create <a href=\"https:\/\/userpilot.com\/blog\/app-walkthrough\/\" target=\"_blank\" rel=\"noopener noreferrer\">app walkthroughs<\/a> to help guide your users through the different parts of your product. They show how to use each feature and what benefits the product offers.<\/p>\n<p>Miros&#8217; interactive tutorials look like this.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/interactive-tutorials-miro_b10d35242dfeff567f352e492a8798cf_800.png 1x, https:\/\/images.storychief.com\/account_6827\/interactive-tutorials-miro_b10d35242dfeff567f352e492a8798cf_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/interactive-tutorials-miro_b10d35242dfeff567f352e492a8798cf_800.png 1x, https:\/\/images.storychief.com\/account_6827\/interactive-tutorials-miro_b10d35242dfeff567f352e492a8798cf_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/interactive-tutorials-miro_b10d35242dfeff567f352e492a8798cf_800.png\" alt=\"interactive-tutorials-miro.png\" \/><\/picture><figcaption>Interactive tutorials in Miro.<\/figcaption><\/figure>\n<h3 id=\"9bh9t\"><strong>Organize your knowledge base articles<\/strong><\/h3>\n<p>Organizing your knowledge base articles is essential to building a thriving knowledge base. The proper organization ensures that customers easily find the information they seek, improving <a href=\"https:\/\/userpilot.com\/blog\/improve-customer-satisfaction\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer satisfaction<\/a> and experience.<\/p>\n<p>One way to approach it is by creating categories and grouping articles into topics. For example, if you&#8217;re a SaaS company, you might create categories such as<\/p>\n<ol type=\"1\">\n<li>Getting Started<\/li>\n<li>Troubleshooting<\/li>\n<li>Billing<\/li>\n<li>Tips and Tricks for Features<\/li>\n<\/ol>\n<p>Another way to organize your knowledge base is by chronological order. If you&#8217;re publishing a series of articles, organize them in the order in which customers should read them. It&#8217;ll help your customers follow along and understand the knowledge base&#8217;s content in a logical sequence.<\/p>\n<h3 id=\"3878d\"><strong>Publish your knowledge base<\/strong><\/h3>\n<p>We&#8217;ve gone through some of the best knowledge management practices. Now, it&#8217;s time to publish your knowledge base and make it live for your users. While publishing the knowledge base, you should ensure it is easy to navigate, visually appealing, and informative.<\/p>\n<p>Embedding your knowledge base onto your website or app will allow you to keep users on your site or app. Not having to navigate to a separate knowledge base site will bring a strong brand identity to your customers&#8217; views. Moreover, this approach allows you to easily track <a href=\"https:\/\/userpilot.com\/blog\/users-behavior\/\" target=\"_blank\" rel=\"noopener noreferrer\">user behavior<\/a> and gather analytics data.<\/p>\n<h3 id=\"94nsc\"><strong>Track and analyze your knowledge base performance<\/strong><\/h3>\n<p>Simply creating and publishing the knowledge base is not enough. You must track and analyze its performance to ensure it serves its purpose. So it&#8217;s important to implement the right <a href=\"https:\/\/userpilot.com\/blog\/user-analytics-tools\/\" target=\"_blank\" rel=\"noopener noreferrer\">analytics tools<\/a> and analyze search queries.<\/p>\n<p>Another crucial step is to monitor customer and support team feedback to understand what works and what doesn&#8217;t. Then as you regularly check feedback, you identify gaps in your content and understand your customers&#8217; <a href=\"https:\/\/userpilot.com\/blog\/customer-pain-points\/\" target=\"_blank\" rel=\"noopener noreferrer\">pain points<\/a>.<\/p>\n<p>In addition, you should also measure customer satisfaction and collect feedback through surveys such as <a href=\"https:\/\/docs.userpilot.com\/category\/69-net-promoter-score-nps\" target=\"_blank\" rel=\"noopener noreferrer\">Net Promoter Score (NPS)<\/a> and Customer Effort Score <a href=\"https:\/\/userpilot.com\/blog\/customer-effort-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">(CES)<\/a>. This data will help you create new content or update existing ones, thus improving the overall quality of your knowledge base.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/knowledge-base-analytics-userpilot_4e4b99a3c3fff219df3180a8a5fed8a8_800.png 1x, https:\/\/images.storychief.com\/account_6827\/knowledge-base-analytics-userpilot_4e4b99a3c3fff219df3180a8a5fed8a8_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/knowledge-base-analytics-userpilot_4e4b99a3c3fff219df3180a8a5fed8a8_800.png 1x, https:\/\/images.storychief.com\/account_6827\/knowledge-base-analytics-userpilot_4e4b99a3c3fff219df3180a8a5fed8a8_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/knowledge-base-analytics-userpilot_4e4b99a3c3fff219df3180a8a5fed8a8_800.png\" alt=\"knowledge-base-analytics-userpilot.png\" \/><\/picture><figcaption>Monitor knowledge center through analytics in <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot.<\/a><\/figcaption><\/figure>\n<h3 id=\"9483v\"><strong>Work on updating and improving your knowledge base<\/strong><\/h3>\n<p>The work isn&#8217;t all complete when you are done with the content and publishing it. In fact, ongoing updates and improvements are vital to keeping your knowledge base relevant and helpful to users.<\/p>\n<p>You can update your content based on the knowledge base analytics we have discussed. Using analytics and understanding user interaction makes identifying and acting on what needs improvement easier.<\/p>\n<p>Another way to improve the knowledge base is by staying updated with any changes or updates to your product. When new features or changes occur, you should update the corresponding help articles to let your users access the most accurate and helpful information.<\/p>\n<h2 id=\"d86d3\"><strong>Conclusion<\/strong><\/h2>\n<p>A knowledge base is valuable for your SaaS product to enhance customer satisfaction by aligning your content to their needs. We hope you&#8217;re now well-equipped to create a knowledge base that brings in substantial results for your business.<\/p>\n<p>Want to get started on how to build a knowledge base? <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Get a Userpilot demo<\/a> and see how you can have an effective and engaging knowledge base.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A knowledge base is a valuable tool that lets you offer your customers quick and easy access to product guides and answer to their support questions. In this article, we&#8217;ll explore why you need a knowledge base, its core elements, how to build a knowledge base for your product, and the best knowledge base tool.<\/p>\n","protected":false},"author":24,"featured_media":40597,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[25],"tags":[86,1892,1891,1686,720,1893,481,51,245],"class_list":["post-40596","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-success","tag-customer-satisfaction","tag-improve-satisfaction","tag-in-app-knowledge-base","tag-knowledge-base","tag-knowledge-base-saas","tag-knowledge-base-tool","tag-self-service-support","tag-user-onboarding-experience","tag-user-retention"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to Build a Knowledge Base: A Step-by-Step Guide for SaaS<\/title>\n<meta name=\"description\" content=\"Looking to learn how to build a knowledge base for your SaaS product? Use one to enhance customer support and improve customer satisfaction.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/userpilot.com\/blog\/how-to-build-a-knowledge-base\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Build a Knowledge Base: A Step-by-Step Guide for SaaS\" \/>\n<meta property=\"og:description\" content=\"Looking to learn how to build a knowledge base for your SaaS product? Use one to enhance customer support and improve customer satisfaction.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/userpilot.com\/blog\/how-to-build-a-knowledge-base\/\" \/>\n<meta property=\"og:site_name\" content=\"Thoughts about Product Adoption, User Onboarding and Good UX | Userpilot Blog\" \/>\n<meta property=\"article:published_time\" content=\"2023-04-28T17:24:14+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-07T11:26:02+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/04\/how-to-build-a-knowledge-base-a-step-by-step-guide-for-saas_8e7148456ba3304aedc63f4db5f1702b_2000.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1876\" \/>\n\t<meta property=\"og:image:height\" content=\"1228\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Emilia Korczynska\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Emilia Korczynska\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"11 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/userpilot.com\/blog\/how-to-build-a-knowledge-base\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/userpilot.com\/blog\/how-to-build-a-knowledge-base\/\"},\"author\":{\"name\":\"Emilia Korczynska\",\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/5796e18acd5548943b72c36d3469e61d\"},\"headline\":\"How to Build a Knowledge Base: A Step-by-Step Guide for SaaS\",\"datePublished\":\"2023-04-28T17:24:14+00:00\",\"dateModified\":\"2026-04-07T11:26:02+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/userpilot.com\/blog\/how-to-build-a-knowledge-base\/\"},\"wordCount\":1874,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/userpilot.com\/blog\/how-to-build-a-knowledge-base\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/04\/how-to-build-a-knowledge-base-a-step-by-step-guide-for-saas_8e7148456ba3304aedc63f4db5f1702b_2000.png\",\"keywords\":[\"Customer Satisfaction\",\"improve satisfaction\",\"in app knowledge base\",\"knowledge base\",\"knowledge base saas\",\"knowledge base tool\",\"self-service support\",\"User Onboarding Experience\",\"user retention\"],\"articleSection\":[\"Customer Success\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/userpilot.com\/blog\/how-to-build-a-knowledge-base\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/userpilot.com\/blog\/how-to-build-a-knowledge-base\/\",\"url\":\"https:\/\/userpilot.com\/blog\/how-to-build-a-knowledge-base\/\",\"name\":\"How to Build a Knowledge Base: A Step-by-Step Guide for SaaS\",\"isPartOf\":{\"@id\":\"https:\/\/userpilot.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/userpilot.com\/blog\/how-to-build-a-knowledge-base\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/userpilot.com\/blog\/how-to-build-a-knowledge-base\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2023\/04\/how-to-build-a-knowledge-base-a-step-by-step-guide-for-saas_8e7148456ba3304aedc63f4db5f1702b_2000.png\",\"datePublished\":\"2023-04-28T17:24:14+00:00\",\"dateModified\":\"2026-04-07T11:26:02+00:00\",\"author\":{\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/5796e18acd5548943b72c36d3469e61d\"},\"description\":\"Looking to learn how to build a knowledge base for your SaaS product? 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