A knowledge base is a self-serve online library of information about a product, service or specific product, designed to allow individuals to find the information they need without reaching out to a help desk or customer support agent. Companies typically have two types of knowledge bases: internal and external, with internal ones used for sharing relevant information with employees and external ones supporting customers. An external knowledge base can include various resources such as FAQs, manuals, video demonstrations, glossaries, and troubleshooting guides, which serve both existing and potential customers, positioning the company as a thought leader in its industry. To be successful, a knowledge base should be built using the right software, offering features like hosting, content management, smart filtering, and integration with other tools. A knowledge base is important because it enables self-service, empowers customers to solve their own issues, lowers support volumes, supports different learning styles, and provides 24/7 access, ultimately building trust and engagement with customers and prospects.