Distinguishing different types of knowledge bases

Knowledge bases are not one-type-fits-all; they can be tailored to the target audience. Knowledge bases can be internal or external. An internal knowledge base is designed for the employees within an organization. It can house information on various topics, from company policies, standard operating procedures, and product details to project documentation and meeting minutes.

Conversely, an external knowledge base is designed for the customers or end users of a company’s products or services. It typically includes user guides, tutorials, FAQs, and other resources that help users understand and make the most of a product. For instance, a technical support team might maintain an external knowledge base that provides solutions to common technical issues, enabling customer self-service and reducing the burden on the support staff.

Note that each knowledge base type serves distinct purposes while complementing each other. While...