Knowledgebase

What is a Knowledge Base used for?

A Knowledgebase — or Knowledge Base — is an organized library of content used to answer questions, solve problems, and convey information. It may include:

• Frequently asked questions and answers (FAQ)
• Product Manuals and Guides
• Policies and procedures
• Troubleshooting Steps
• Definitions and dictionary articles (like this one!)

It is used both externally (for customers) and internally (for support teams and other employees). The goal is to gather knowledge in one place — easily accessible and up-to-date.

Why is a Knowledge Base Important?

A well-structured knowledge base makes a big difference to both customer experience and internal efficiency:

For customers:

• Quick help without having to contact support
• Available 24 hours a day
• Self-service that reduces frustration

For the support team:

• Uniform responses
• Less duplication
• Faster onboarding of new employees

In the context of AI, a knowledge base is also a central source for AI agents. When training an AI Support Agent, the content of the knowledge base is used as the basis for providing accurate, coherent answers in both chat and speech.

How does it work in practice?

A Knowledge Base can be anything from a simple Q&A page, to an advanced system of tags, search functionality, versioning, and permission levels. It can be integrated with:

• Chat Bots
• Telephone system
• CRM and case management
• Help Center or Intranet

Importantly, the content is updated, easy to understand and searchable — otherwise, the user will quickly lose confidence.

How lynes uses the Knowledge Base

Hos Lynes you can build a Knowledge Base that is used both by your employees and your AI agents. When the knowledge base is connected to phone and chat channels, everyone gets access to the same accurate information — whether they're talking to a human or an AI.

Knowledge Base FAQs

What is the difference between a FAQ and a Knowledge Base?

A FAQ is often a simple list of questions and answers. A Knowledge Base is larger and contains more types of content, such as guides, policies, and instructions.

Who uses a Knowledge Base?

Both clients, support staff and AI agents. It is a common source of knowledge for the entire organization.

Can I have multiple Knowledge Bases?

Yep. Some organizations have separate bases for customers, partners, and internal use — or different language versions.

Do I need a dedicated platform for that?

Not necessarily. The important thing is that content is easy to find, update and use — whether you're building in a tool, CMS or via lynes.

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🔗 Want to learn more about how our AI agents use real-time knowledge? Visits lynes.io/features/ or contact us to find out more.

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