A connected knowledge base that powers every resolution

Generative AI can turn short notes or bullet points into comprehensive articles that can populate your knowledge base. The technology can also expand, simplify and change the tone of your writing so you can strike the perfect balance with your audience.

Knowledge base management – sometimes referred to as knowledge management – is how businesses gather, organise, update and share information with customers, employees and business partners. It encompasses all aspects of a knowledge base, including how to create a knowledge base. This ensures employees and customers can access the information they need and consistently update it. Knowledge base management is typically performed through knowledge management software like Zendesk.

A good knowledge base is organised and accurate. It includes advanced search capabilities and should be customisable to match the look and feel of your brand. Also, it should include customer portals and self-service capabilities that empower users to find what they need. Finally, service teams should be able to use AI tools to create, track and maintain articles.

Knowledge connectors bring approved external content sources into Zendesk, helping teams connect information from sources like Google Drive, Confluence, SharePoint, PDFs and other trusted systems – without migrating or manually copying it. By connecting these sources, that knowledge can help AI agents and human agents surface accurate answers in context.

Zendesk Knowledge helps teams keep content current with AI-powered recommendations from knowledge copilot that identify gaps, outdated articles and opportunities to improve. Teams can review and update content as products, policies and customer needs change, helping AI agents, human agents and self-service use more accurate information.

Yes, free knowledge base software exists. With Zendesk, you can try us for free for 14 days and experience first-hand how we can make a difference for you. Also, if you’re a small business, you can join the Zendesk for Startups programme to get free access to our comprehensive software for six months.