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Last updated: October 29, 2026
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How to Create a Knowledge Base (2027): 8 Steps and the Tools to Use
To create a knowledge base, start from your most common customer questions, group them into a few categories, write one clear article per question, publish them in a help center with search, link articles from your support replies and your site, and update them every month based on what customers still ask. Most help desks include a knowledge base: Help Scout (free for 5 users), Freshdesk, Zendesk and Crisp. Notion works for internal knowledge bases.
- Start with the 20 questions customers ask most.
- One question per article, with a clear title.
- Use plain language, short steps and screenshots.
- Link articles in support replies and on your site.
- Tools: Help Scout docs site (free plan), Freshdesk, Zendesk, Crisp; Notion for internal wikis.
Customer vs internal knowledge base
A customer knowledge base (help center) answers questions customers have about your product or service. An internal knowledge base documents how your team works: processes, policies and how-tos. The steps are similar; the audience and tools differ.
Step 1: Collect real questions
Export recent support tickets, chats and emails, and list the questions that come up most. Sales and onboarding calls are another source.
Step 2: Group them into categories
Use five to eight categories that match how customers think, such as Getting started, Account and billing, Using [feature], Shipping and returns, Troubleshooting.
Step 3: Write one article per question
Title articles as questions or tasks ("How do I reset my password?"). Answer in the first lines, then add steps, screenshots and links to related articles.
Step 4: Use a consistent template
| Section | Content |
|---|---|
| Title | The question or task |
| Short answer | One or two sentences |
| Steps | Numbered steps with screenshots |
| Notes | Exceptions, limits or plan requirements |
| Related articles | Two or three links |
Step 5: Choose a tool
| Tool | Free plan | Entry paid price | Knowledge base |
|---|---|---|---|
| Help Scout | 5 users, 1 docs site | Standard $25/user | Docs site and Beacon widget |
| Freshdesk | Not listed | Growth $19/agent (annual) | Knowledge base included |
| Zendesk | No | Support Team $19/agent (annual) | Help center on Suite plans |
| Crisp | 2 seats | Mini $45/month for 4 seats | Knowledge base |
| Notion | Individuals | Plus $10/seat (monthly price) | Internal wikis, public pages |
Start Help Scout free → Free docs site for up to 5 users · Affiliate link
Step 6: Make articles easy to find
Add search, link the help center from your site's header and footer, show related articles inside your chat widget, and use the same words customers use in their questions.
Step 7: Use it in support
When you answer a ticket, link the article instead of rewriting the answer. If no article exists, write one. Over time, your knowledge base and saved replies grow together.
Step 8: Measure and update
Track article views, search terms with no results, ratings on articles and tickets on topics that already have an article. Update or rewrite articles that still generate tickets.
How a knowledge base supports AI
AI agents such as Intercom's Fin and Help Scout's AI answer questions from your help content. Clear, up-to-date articles lead to more correct AI answers, so improving the knowledge base also improves AI resolution.
Common mistakes
- Writing articles from the company's point of view instead of customers' questions.
- Long articles that mix several topics.
- No screenshots for multi-step tasks.
- Never updating articles after product changes.
Terms explained
- Knowledge base: a library of help articles.
- Help center: the public site where customers browse and search articles.
- Self-service: customers solving problems without contacting support.
- Deflection: a question answered by an article instead of a ticket.
Example article structure
> Title: How do I change my delivery address? > > Short answer: You can change the address until your order ships, from your account's Orders page. > > Steps: > 1. Sign in and open Orders. > 2. Select the order and click Edit address. > 3. Save the new address. You'll receive a confirmation email. > > Note: Once an order has shipped, contact us and we'll try to redirect it with the carrier. > > Related: Shipping times; Returns and exchanges.
Organizing categories
| Category | Example articles |
|---|---|
| Getting started | Create an account, first steps |
| Orders and shipping | Track an order, change address, delivery times |
| Returns and refunds | Return policy, start a return, refund timing |
| Account and billing | Change password, update payment, invoices |
| Troubleshooting | Common errors and fixes |
Internal knowledge base tips
For an internal wiki, document processes the team repeats: onboarding a new employee, handling refunds, publishing content, closing the month. Name an owner for each page and review pages every quarter. Notion and Confluence-style tools work well; the key is keeping pages short and current.
Getting customers to use it
Link the help center in your website header, order emails and auto-replies. Show suggested articles in your chat widget before visitors start a conversation. When agents answer with a link to an article, customers learn to search there first.
Article template
> Title: How to [do the task] > > One-line summary of what the reader will achieve. > > Before you start: what the reader needs. > > Steps: numbered, one action per step, with a screenshot where useful. > > If it doesn't work: common problems and fixes. > > Related articles: two or three links.
Which articles to write first
Export your support tickets from the last three months, group them by topic and write articles for the ten most frequent questions. Add articles for setup, billing and account changes next. Check search terms in your knowledge base every month to find questions that have no article yet.
Keeping it up to date
Assign an owner to each section, review articles when the product changes, and add a "Was this helpful?" button to spot weak articles.
Writing clear articles
Use the words your customers use, not internal product names. Put one task in each article, start every step with a verb and keep sentences short. Add screenshots for steps that involve finding a button or setting, and update them when the interface changes. Link related articles at the end so readers can continue without contacting support.
See also: Best Knowledge Base Software.
Our verdict
A useful knowledge base starts from real questions and grows from support work. Write one clear article per question, publish it in a help desk such as Help Scout or Freshdesk, link it everywhere, and update it monthly.
How we compiled this guide
This guide reflects common customer support practice; tool prices come from official pricing pages checked October 29, 2026. See also customer service metrics and what is a ticketing system.
FAQ
How do I start a knowledge base?
List your 20 most common customer questions and write one article for each.
What tool should I use?
A help desk with a knowledge base, such as Help Scout or Freshdesk; Notion for internal wikis.
How long should articles be?
As short as possible while fully answering the question.
How many articles do I need to start?
Twenty well-written articles cover most common questions for a small business.
How do I know if it works?
Fewer tickets on covered topics and good article ratings.
Can AI use my knowledge base?
Yes. AI support agents answer from your help articles.
Should a knowledge base be public?
Customer knowledge bases are usually public so search engines can index them; internal ones stay private.
Who should write articles?
Support agents, because they know the questions; a manager or editor reviews them for consistency.
Which tools include a knowledge base?
Help Scout, Freshdesk, Zendesk and Zoho Desk include one with their help desk plans; Notion can host a simple public one.
How many articles does a knowledge base need?
Start with ten to twenty articles covering your most common questions, then add more as new questions appear.
Should my knowledge base be public?
Public articles help customers find answers in search engines; keep internal procedures in a private section.
Sources
Official pricing pages of Help Scout, Freshdesk, Zendesk, Crisp and Notion, checked October 29, 2026.