Okuzeka
Customer Service vocabulary · Support Tools & Self-Service

Knowledge base

Meaning in customer service, with examples

/ˈnɒlɪdʒ beɪs/nounCommon term

In customer service, knowledge base means: A collection of articles, guides and answers that agents or customers can search to find solutions to common problems.

In Turkish: bilgi bankası, bilgi tabanı

How it is used

An internal knowledge base is for agents; an external one, often called a help centre, is for customers. Agents search the knowledge base during calls, and teams write, update and link knowledge base articles.

Example sentences

  1. Check the knowledge base before you escalate; there's an article on this error.

  2. I've sent you a link to a knowledge base article that explains each step.

Common collocations

  • knowledge base article
  • search the knowledge base
  • internal knowledge base
  • update the knowledge base
  • FAQFrequently asked questions: a list of common customer questions with short answers, usually published on a website or in an app.
  • self-serviceWays for customers to find answers and complete tasks on their own, without contacting an agent, such as FAQs, help centres and online forms.
  • canned responseA ready-made reply saved in a support tool so that agents can send it quickly to answer common questions.
  • first-line supportThe first level of a support team, which receives all incoming requests, solves simple problems and escalates the rest.

More terms: Support Tools & Self-Service

Practise with graded reading

Reading at the right level is the fastest way to make new words stick. Pick free English books by level: