Knowledge management

Article
16 min read

What is knowledge management? A guide for 2025

Knowledge management is critical for collecting and distributing information efficiently. Create your knowledge management process using these strategies.

Article
9 min read

The best knowledge management system examples and types

Here are our favorite knowledge management examples and perhaps the kind of knowledge base your company will want to develop

Article
9 min read

A guide to building a knowledge base (+3 best practices)

Deliver exceptional service and form deeper connections with your customers by building a knowledge base.

Article
6 min read

Maslow's hierarchy of needs for help center customization

To help businesses ensure they’re building meaningful help center experiences, we created a hierarchy of needs for help center customization best practices

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Article
4 min read

Knowledge management maturity: Tips for leveling up

Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.

Article
4 min read

From content manager to cross-functional collaborator

As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.

Infographic
1 min read

Your guide to the wonder years of knowledge management

Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to…

White Paper
1 min read

Self-service—you’re already doing it, now do it with AI

A smart approach to customer self-service is essential for a business to scale efficiently. But you…

2 min read

Building a best-in-class customer self-service experience

It’s common knowledge that the benefits of self-service for your customers, your team, and your company…

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Article

Fill knowledge gaps with the Knowledge Capture app

A comprehensive knowledge base is an essential piece of a 21st-century support operation. But implementing it is just the first step—maintenance comes next.

Article
10 min read

4 knowledge management best practices for better self-service

Help your customers and your agents save time with these knowledge management tips.

Article
4 min read

Introducing Guide Enterprise

Guide Enterprise makes it easy for large teams to collaborate on help center content processes and manage knowledge internally, externally, and across multiple brands

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Article
5 min read

Knowledge management cultivates high-performing teams

The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource

Article
4 min read

Everyone is an SME in the self-service economy

The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.

Article
4 min read

4 industry leaders on how they use the Knowledge Capture app

We talked to industry leaders from Electronic Arts, Fossil, Clever, and FINALCAD to see how they’re each using Zendesk Guide and the Knowledge Capture app

Article
4 min read

SEO and customer service: The benefits of aligning efforts

Did you get here after googling a search term? Your customers find you this way, too.

Article
3 min read

What we're learning from Answer Bot®

At Zendesk, we have jumped into exploring this newer world of business-applicable machine learning with Answer Bot