Benefits of Using a Knowledge Base


A knowledge base is an incredibly useful tool to store information. The University uses two types of knowledge bases through ServiceNow—internal and external knowledge base. Both types have distinct purposes for departments and individual users. A knowledge base will hold a variety of useful documentation, such as:

Knowledge Base Documentation Examples

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Internal knowledge base

You can share files between employees within your department or unit by using an internal knowledge base. This keeps sensitive information private and hides irrelevant information from students and public users.

Provide Easy Access to Knowledge

A knowledge base allows you to store documentation in an easily accessible location. The ServiceNow Knowledge Base has a convenient hierarchical storage that departments can use to organize knowledge in nested categories. This makes it easier to store, search for, and retrieve information.

Increase Productivity and Communication

A knowledge base increases productivity because it allows you to reference an existing repository of information that will help you complete tasks. You will not have to wait for colleagues to answer an inquiry, instead, you can find the answer in the knowledge base.

Reduce Onboarding and Training Costs

Because every industry experiences turnover and will need to hire new employees, it is important to have onboarding processes properly documented. New employees can reference the knowledge base to expedite their onboarding process. Using a knowledge base to store these processes will reduce costs because it will keep the documentation central and organized.

External Knowledge Base

An external knowledge base, also known as a customer-facing knowledge base, is one that customers or the public have access to. It will include answers to frequently asked questions, guides on how to use a product or service, and specific processes.

Reduced Customer Support Costs

The use of a knowledge base reduces the need to allocate extensive resources to customer service. You can spend time working on important tasks instead of addressing simple user questions.

Increased Customer Satisfaction

Users can find answers to their questions by consulting the knowledge base, eliminating the need to wait for assistance from a staff member or the Service Desk. Ultimately, this improves users' experience when interacting with your department.

Additional Resources