{"id":4835,"date":"2024-06-19T05:42:27","date_gmt":"2024-06-19T05:42:27","guid":{"rendered":"https:\/\/userpilot.com\/blog\/knowledge-base\/"},"modified":"2026-04-02T13:53:46","modified_gmt":"2026-04-02T13:53:46","slug":"knowledge-base","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/knowledge-base\/","title":{"rendered":"Knowledge Base: What Is It and How to Build One"},"content":{"rendered":"<h2 id=\"4ps7d\"><strong>What is a knowledge base?<\/strong><\/h2><p>A knowledge base is an online self-serve resource library that helps users solve their issues or answer questions about your product on their own. This is usually where your customer-facing product documentation lives.<\/p><p>Depending on the type of resource center you build, you can allow contributors to participate. They can chip in and share relevant information with other users. This promotes knowledge sharing and expands the information in the knowledge base.<\/p><h2 id=\"fcofm\"><strong>Benefits of building a knowledge base<\/strong><\/h2><p>According to Zendesk&#8217;s 2024 CX Trends Report, immediacy is key to customer success and engagement. In fact, 80% of customers expect to solve their issues right away through chats and support spaces.<\/p><p>Making knowledge bases highly beneficial both for you and your users as it allows you to:<\/p><ul><li><strong>Simplify your customer support team&#8217;s work. <\/strong>By adding a self-service knowledge base, your customer can get answers to their questions or problems without consulting your team. This allows them to focus on more pressing or important tasks.<\/li><li><strong><a href=\"https:\/\/userpilot.com\/blog\/improve-customer-satisfaction\/\" target=\"_blank\" rel=\"noopener noreferrer\">Improve customer satisfaction<\/a>. <\/strong>Since your users get answers faster, they&#8217;ll feel more engaged and satisfied if you help them solve their issues immediately through a<a href=\"https:\/\/userpilot.com\/blog\/self-service-portals\/\" target=\"_blank\" rel=\"noopener noreferrer\"> self-service portal<\/a>.<\/li><li><strong>Save cost. <\/strong>By offering self-service options and leveraging technology to offer <a href=\"https:\/\/userpilot.com\/blog\/in-app-customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app customer support<\/a>, you can save money on salaries and rehires without risking customer satisfaction. You could also potentially reduce your CAC by answering prospects in time and increase your CLV by retaining your users.<\/li><\/ul><h2 id=\"bqipg\"><strong>How to create a knowledge base<\/strong><\/h2><p>Knowledge bases should anticipate any questions your users or prospects may have to offer excellent customer service.<\/p><p>Follow these steps to create a knowledge base that serves your users properly:<\/p><p><!-- Interactive Knowledge Base Quiz Container --><\/p><div id=\"up-quiz-container\"><div id=\"up-progress-container\"><div id=\"up-progress-bar\"><\/div><\/div><div id=\"up-quiz-content\"><p><!-- Question 1 --><\/p><div class=\"up-quiz-step active\" data-step=\"1\"><h3 class=\"up-quiz-question\">What&#8217;s the primary goal for your new knowledge base?<\/h3><div class=\"up-answer-grid\"><div class=\"up-answer-option\" data-next-step=\"2\">To reduce support ticket volume<\/div><div class=\"up-answer-option\" data-next-step=\"2\">To improve <a href=\"https:\/\/userpilot.com\/solutions\/user-onboarding-software\/\">user onboarding<\/a><\/div><div class=\"up-answer-option\" data-next-step=\"2\">To provide internal team training<\/div><div class=\"up-answer-option\" data-next-step=\"2\">To centralize product documentation<\/div><\/div><\/div><p><!-- Question 2 --><\/p><div class=\"up-quiz-step\" data-step=\"2\"><h3 class=\"up-quiz-question\">Who is the main audience for your knowledge base?<\/h3><div class=\"up-answer-grid\"><div class=\"up-answer-option\" data-next-step=\"3\">New customers<\/div><div class=\"up-answer-option\" data-next-step=\"3\">Existing power users<\/div><div class=\"up-answer-option\" data-next-step=\"3\">Internal employees<\/div><div class=\"up-answer-option\" data-next-step=\"3\">Both customers and internal teams<\/div><\/div><\/div><p><!-- Question 3 --><\/p><div class=\"up-quiz-step\" data-step=\"3\"><h3 class=\"up-quiz-question\">How do you plan to manage and update your knowledge base content?<\/h3><div class=\"up-answer-grid\"><div class=\"up-answer-option\" data-next-step=\"4\">A dedicated content team<\/div><div class=\"up-answer-option\" data-next-step=\"4\">Support agents will contribute<\/div><div class=\"up-answer-option\" data-next-step=\"4\">We haven&#8217;t decided yet<\/div><div class=\"up-answer-option\" data-next-step=\"4\">We need a tool that makes it easy for anyone to contribute<\/div><\/div><\/div><p><!-- Final Step \/ CTA --><\/p><div class=\"up-quiz-step\" data-step=\"4\"><h3 class=\"up-quiz-question\">You&#8217;re ready to build a powerful knowledge base.<\/h3><p class=\"up-quiz-subtext\"><a href=\"https:\/\/userpilot.com\/\">Userpilot<\/a> can help you create, manage, and integrate a no-code knowledge base directly within your app to deflect tickets and delight users.<\/p><p><button id=\"up-cta-btn\" class=\"up-answer-option\">Get a Demo<\/button><\/p><\/div><\/div><\/div><p><!-- End of Interactive Knowledge Base Quiz --><\/p><p><!-- Link to the JavaScript file you will upload to your media library --><br \/><script defer src=\"https:\/\/userpilot.com\/blog\/wp-content\/uploads\/2024\/06\/knowledge-base.js\"><\/script><\/p><h3 id=\"3gut2\"><strong>1. Identify your target audience<\/strong><\/h3><p>Who will be accessing your knowledge base? Will it be new customers, eventual users, or leads?<\/p><p>It&#8217;s crucial that you define this early so you can build it thinking of the customer experience and come up with the <a href=\"https:\/\/userpilot.com\/blog\/15-saas-best-help-center-designs\/\" target=\"_blank\" rel=\"noopener noreferrer\">best help center design<\/a> possible. This definition alone sets general guidelines and influences the information architecture (IA), location on-site, and type of information to include.<\/p><p>For example, if you&#8217;re adding an internal knowledge base for your customers, you&#8217;ll make it accessible in-app. Whereas, if you build it for prospects, you&#8217;ll make it ungated on your website.<\/p><h3 id=\"2agau\"><strong>2. Decide content topics to write knowledge base articles<\/strong><\/h3><p>Based on who your target audience is, you can plan what self-service content you&#8217;ll include. You may need to create help articles, product documentation, how-to guides, or troubleshooting docs.<\/p><p>For example, if your goal is to make sure existing customers can get answers at all stages of their relationship with you, you can include an FAQ guide. But, if you want to help newcomers, you might include more how-to guides.<\/p><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\/02\/userpilot-resource-center_406aaedde0666172d6c58f20a770d051_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-resource-center_406aaedde0666172d6c58f20a770d051_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-resource-center_406aaedde0666172d6c58f20a770d051_800.png\" alt=\"resource center example\" \/><\/picture><figcaption>Offer support in different formats from your resource center.<\/figcaption><\/figure><h3 id=\"2qup8\"><strong>3. Choose the right knowledge base software<\/strong><\/h3><p>You can build a custom knowledge base for your app, but that&#8217;s usually costly and time-consuming.<\/p><p>As an alternative, you can use a no- or low-code solution to add a knowledge base to your app and edit it to match your branding.<\/p><p>Choose knowledge-base software that allows you to build automation and integrates with your workflows. It&#8217;s also crucial that it can scale.<\/p><p>The perfect knowledge base software should:<\/p><ul><li>Let you change the first-page view depending on the user.<\/li><li>Support different types of knowledge base content formats.<\/li><li>Allow you to customize colors, logos, and fonts.<\/li><li>Do <a href=\"https:\/\/userpilot.com\/blog\/content-localization\/\" target=\"_blank\" rel=\"noopener noreferrer\">content localization<\/a> to answer users in their language based on where they are.<\/li><li>Support performance tracking and knowledge base management to review <a href=\"https:\/\/userpilot.com\/blog\/product-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">product analytics<\/a>.<\/li><li>Be no code so the support or marketing team can edit.<\/li><\/ul><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\/02\/resource-center-editor_83233fd9e960544c12df989cfcbc5927_800.png 1x, https:\/\/images.storychief.com\/account_6827\/resource-center-editor_83233fd9e960544c12df989cfcbc5927_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/resource-center-editor_83233fd9e960544c12df989cfcbc5927_800.png 1x, https:\/\/images.storychief.com\/account_6827\/resource-center-editor_83233fd9e960544c12df989cfcbc5927_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/resource-center-editor_83233fd9e960544c12df989cfcbc5927_800.png\" alt=\"Resource center editor view on userpilot\" \/><\/picture><figcaption>Edit your resource center to your liking.<\/figcaption><\/figure><h3 id=\"2fjhv\"><strong>4. Structure and write knowledge base articles<\/strong><\/h3><p>Design the layout of your knowledge base and test it as a wireframe if possible. You can also conduct tree tests to create the most intuitive IA.<\/p><p>Group articles by topic, content types, time using the app, or user profiles. For example, you can segment your knowledge base by type of user: Product managers, sales representatives, or marketing teams. Inside, they will find effective knowledge base articles for each persona.<\/p><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\/02\/onboarding-checklist-group-in-knowledge-base_fbe6167f018b2c14ffea4d68d6f15046_800.png 1x, https:\/\/images.storychief.com\/account_6827\/onboarding-checklist-group-in-knowledge-base_fbe6167f018b2c14ffea4d68d6f15046_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/onboarding-checklist-group-in-knowledge-base_fbe6167f018b2c14ffea4d68d6f15046_800.png 1x, https:\/\/images.storychief.com\/account_6827\/onboarding-checklist-group-in-knowledge-base_fbe6167f018b2c14ffea4d68d6f15046_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/onboarding-checklist-group-in-knowledge-base_fbe6167f018b2c14ffea4d68d6f15046_800.png\" alt=\"Onboarding checklist editor on Userpilot\" \/><\/picture><figcaption>Make your onboarding checklist appear on your resource center.<\/figcaption><\/figure><h3 id=\"34vuh\"><strong>5. Plan for continuous knowledge management and track performance<\/strong><\/h3><p>A knowledge base is only helpful if your target audience finds it useful. So, keep track of your internal or external knowledge bases&#8217; performance throughout the year. This ensures it shows accurate and relevant results through time.<\/p><p>You could also benefit from implementing a knowledge management system. This guarantees the information is protected, stays relevant, and is stored in a central location.<\/p><p>Review your analytics to identify hard metrics like most clicked articles or support requests coming from the knowledge base.<\/p><p>Remember to encourage feedback and add <a href=\"https:\/\/userpilot.com\/blog\/in-app-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app surveys<\/a> to gather their opinions by asking questions such as:<\/p><ul><li>On a scale of 1 to 5, how easy is it to find answers to your questions?<\/li><li>Which help module is most interesting to you?<\/li><li>Are there any support requests that aren&#8217;t available?<\/li><\/ul><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\/02\/resource-center-analytics_c4a9641e9a865b98698ccfbe05117094_800.png 1x, https:\/\/images.storychief.com\/account_6827\/resource-center-analytics_c4a9641e9a865b98698ccfbe05117094_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/resource-center-analytics_c4a9641e9a865b98698ccfbe05117094_800.png 1x, https:\/\/images.storychief.com\/account_6827\/resource-center-analytics_c4a9641e9a865b98698ccfbe05117094_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/resource-center-analytics_c4a9641e9a865b98698ccfbe05117094_800.png\" alt=\"Resource center content analytics view on Userpilot\" \/><\/picture><figcaption>Review your resource center content and search analytics.<\/figcaption><\/figure><h2 id=\"j2rc\"><strong>Best practices for knowledge base management<\/strong><\/h2><p>Here are three tips for maintaining your knowledge base useful for your target audience:<\/p><h3 id=\"1ddrv\"><strong>Implement search functionality<\/strong><\/h3><p>Having a good layout will help users navigate your knowledge base easily. However, <a href=\"https:\/\/docs.google.com\/presentation\/d\/1SdZmQpS0DPZxMeUKE4fK6GkrzjRHc9yEbG3RYIGgUhs\/edit#slide=id.gcb6bae22f0_1_6109\" target=\"_blank\" rel=\"noopener noreferrer\">users believe<\/a> the search function is the most important functionality on a website, even more important than navigation bars.<\/p><p>Picture this: Your user is trying to find out how to recover deleted files. They&#8217;re presented with these categories: Troubleshooting, how-to articles, product documentation, and 1-minute answers. All could potentially answer their question, so they&#8217;d have to open each one and see. A search bar can help them find the answer much faster.<\/p><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\/02\/search-functionality_88ebbdadea349b1fca233db45948c11b_800.png 1x, https:\/\/images.storychief.com\/account_6827\/search-functionality_88ebbdadea349b1fca233db45948c11b_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/search-functionality_88ebbdadea349b1fca233db45948c11b_800.png 1x, https:\/\/images.storychief.com\/account_6827\/search-functionality_88ebbdadea349b1fca233db45948c11b_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/search-functionality_88ebbdadea349b1fca233db45948c11b_800.png\" alt=\"Define what happens when users search your knowledge base on Userpilot\" \/><\/picture><figcaption>Define what happens when users search your knowledge base.<\/figcaption><\/figure><h3 id=\"242es\"><strong>Keep your knowledge base up to date<\/strong><\/h3><p>This means writing knowledge base articles before you launch a new feature and staying on top of your users&#8217; requests.<\/p><p>We recommend that you set up a process with timely updates and routines for possible scenarios. For example, if you&#8217;re revamping a feature, write the documentation as part of the <a href=\"https:\/\/userpilot.com\/blog\/feature-rollout\/\" target=\"_blank\" rel=\"noopener noreferrer\">feature rollout<\/a> or<a href=\"https:\/\/userpilot.com\/blog\/product-launch-plan\/\" target=\"_blank\" rel=\"noopener noreferrer\"> product launch plan<\/a> to make information immediately available.<\/p><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\/02\/news-in-knowledgebase_38155e51bd33744c868238bcb7fc70ef_800.png 1x, https:\/\/images.storychief.com\/account_6827\/news-in-knowledgebase_38155e51bd33744c868238bcb7fc70ef_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/news-in-knowledgebase_38155e51bd33744c868238bcb7fc70ef_800.png 1x, https:\/\/images.storychief.com\/account_6827\/news-in-knowledgebase_38155e51bd33744c868238bcb7fc70ef_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/news-in-knowledgebase_38155e51bd33744c868238bcb7fc70ef_800.png\" alt=\"Add a news portal to your knowledge base\" \/><\/picture><figcaption>Add a news portal to your knowledge base.<\/figcaption><\/figure><h3 id=\"abk84\"><strong>Leverage knowledge base data analytics to optimize content<\/strong><\/h3><p>Stay on top of your metrics by creating automated reports or an interactive dashboard with your main KPIs for easy access to your results. You can track:<\/p><ul><li>Search analytics.<\/li><li>Most clicked links.<\/li><li>Support tickets derived from the knowledge base.<\/li><li>Page traffic.<\/li><\/ul><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\/02\/untitled-27_f80d5d84abe5ad3dcb6a4c069c31c92c_800.png 1x, https:\/\/images.storychief.com\/account_6827\/untitled-27_f80d5d84abe5ad3dcb6a4c069c31c92c_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/untitled-27_f80d5d84abe5ad3dcb6a4c069c31c92c_800.png 1x, https:\/\/images.storychief.com\/account_6827\/untitled-27_f80d5d84abe5ad3dcb6a4c069c31c92c_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/untitled-27_f80d5d84abe5ad3dcb6a4c069c31c92c_800.png\" alt=\"Keep track of your content and search analytics of your knowledge base on Userpilot\" \/><\/picture><figcaption>Keep track of your content and search analytics of your knowledge base.<\/figcaption><\/figure><h2 id=\"7htvn\">Examples of knowledge bases in SaaS<\/h2><p>Take a look at these four examples and use them as inspiration.<\/p><h3 id=\"4r4h6\">Knowledge base page from Heap<\/h3><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\/02\/knowledge-base-heap_3bc7f77717d6878e84cb8cf62759e4c0_800.png 1x, https:\/\/images.storychief.com\/account_6827\/knowledge-base-heap_3bc7f77717d6878e84cb8cf62759e4c0_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/knowledge-base-heap_3bc7f77717d6878e84cb8cf62759e4c0_800.png 1x, https:\/\/images.storychief.com\/account_6827\/knowledge-base-heap_3bc7f77717d6878e84cb8cf62759e4c0_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/knowledge-base-heap_3bc7f77717d6878e84cb8cf62759e4c0_800.png\" alt=\"Heap\u2019s knowledge base page shows content organized by app functionality\" \/><\/picture><figcaption>Heap\u2019s knowledge base page shows content organized by app functionality. Source: Heap.<\/figcaption><\/figure><p>This knowledge base organizes information by time spent using the app and its features. For example, there&#8217;s a section of articles specifically catered to new users.<\/p><p>At the bottom of this <a href=\"https:\/\/userpilot.com\/blog\/heap-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">Heap Analytics<\/a> page, you&#8217;ll find the Heap University. There, you can sign up for courses and sessions to learn more about the application.<\/p><h3 id=\"7gkb6\">Knowledge base page from Mailchimp<\/h3><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\/02\/knowledge-base-mailchimp-1_92b7d1530116627223805ae8b40e50ee_800.png 1x, https:\/\/images.storychief.com\/account_6827\/knowledge-base-mailchimp-1_92b7d1530116627223805ae8b40e50ee_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/knowledge-base-mailchimp-1_92b7d1530116627223805ae8b40e50ee_800.png 1x, https:\/\/images.storychief.com\/account_6827\/knowledge-base-mailchimp-1_92b7d1530116627223805ae8b40e50ee_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/knowledge-base-mailchimp-1_92b7d1530116627223805ae8b40e50ee_800.png\" alt=\"Mailchimp lets you view content based on popularity. Source: Mailchimp\" \/><\/picture><figcaption>Mailchimp lets you view content based on popularity. Source: Mailchimp.<\/figcaption><\/figure><p>This example shows a different approach to help desks. It includes the popular or most-clicked articles at the top for users to answer common inquiries quickly. It also offers a video-learning module for new users and a comprehensive set of articles organized by topic.<\/p><p>Here, users can also search for what they need using a search bar or scroll down to contact an expert. The site also redirects users to the help center in case they still need further assistance.<\/p><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\/02\/knowledge-base-mailchimp-2_3ca77de33f06100e47ee08caaa235347_800.png 1x, https:\/\/images.storychief.com\/account_6827\/knowledge-base-mailchimp-2_3ca77de33f06100e47ee08caaa235347_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/knowledge-base-mailchimp-2_3ca77de33f06100e47ee08caaa235347_800.png 1x, https:\/\/images.storychief.com\/account_6827\/knowledge-base-mailchimp-2_3ca77de33f06100e47ee08caaa235347_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/knowledge-base-mailchimp-2_3ca77de33f06100e47ee08caaa235347_800.png\" alt=\"Mailchimp\u2019s help center expands as you scroll and shows guides by topic. Source: Mailchimp\" \/><\/picture><figcaption>Mailchimp\u2019s help center expands as you scroll and shows guides by topic. Source: Mailchimp.<\/figcaption><\/figure><h3 id=\"ipsb\">In-app knowledge base from Amplitude<\/h3><figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/amplitude-knowledge-base_576df4fff0984e3d467adeccde70f220.gif 1x, https:\/\/userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/amplitude-knowledge-base_576df4fff0984e3d467adeccde70f220.gif 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/amplitude-knowledge-base_576df4fff0984e3d467adeccde70f220.gif 1x, https:\/\/userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/amplitude-knowledge-base_576df4fff0984e3d467adeccde70f220.gif 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/amplitude-knowledge-base_576df4fff0984e3d467adeccde70f220.gif\" alt=\"Amplitude uses the chat with support as the main help option. Source: Amplitude\" \/><\/picture><figcaption>Amplitude uses the chat with support as the main help option. Source: Amplitude.<\/figcaption><\/figure><p>Amplitude&#8217;s example includes the contact button as the first available option. Then, it goes into each of the help categories, showing popular articles and resources by functionality, e.g., <a href=\"https:\/\/userpilot.com\/blog\/amplitude-analytics-features-alternatives\/\" target=\"_blank\" rel=\"noopener noreferrer\">Amplitude Analytics<\/a>.<\/p><p>This is a good example of an AI-powered knowledge base. However, having the chat option as the main suggestion can cause users to go there directly instead of solving it on their own.<\/p><h2 id=\"6ie5c\">Conclusion<\/h2><p>By empowering customers to solve issues independently through a self-service portal, you can streamline your customer support teams&#8217; operations and allow them to focus on more complex tasks.<\/p><p>Make sure to determine your target audience, anticipate potential customers&#8217; questions, and plan for periodic knowledge management. Also, include a search bar for faster service and organize each knowledge base article under intuitive categories.<\/p><p>If you want to build a knowledge base for your product that feels native, try Userpilot. We&#8217;re an all-in-one, no-code tool for <a href=\"https:\/\/userpilot.com\/blog\/product-led-growth\/\">product-led growth<\/a> with extensive help center functionality. <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">Get a demo<\/a>.<\/p>","protected":false},"excerpt":{"rendered":"<p>Customers want to find answers fast, a knowledge base allows you to do just that. Engage your customers and keep them satisfied by offering timely and accurate answers to their questions. Read this blog to discover how to build a knowledge base, best practices, and examples to use as inspiration.<\/p>\n","protected":false},"author":55,"featured_media":193391,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[48],"tags":[366,1069,4992,1686,4993,5728,1314],"class_list":["post-4835","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-user-onboarding-category","tag-customer-support","tag-help-center","tag-in-app-resource-centers","tag-knowledge-base","tag-resource-centers","tag-self-service-support-2","tag-self-serve-support"],"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>Knowledge Base: What Is It and How to Build One<\/title>\n<meta name=\"description\" content=\"Knowledge bases allow your users find immediate answers to their questions. 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