Internal Knowledge Base

An internal knowledge base is used when employees:

• Need to find information
• Collaborate with teams
• Are in training

In this blog post, we will learn what an internal knowledge base is.

Let’s dive right in.

What’s an Internal Knowledge Base?

An internal knowledge base is an online resource for your company, made up of systems and processes.

This is where information is:

• Stored
• Organised
• Distributed

An internal knowledge base is for people working in your company like employees.

And an external knowledge base is for people outside your company like customers.

An internal knowledge base can store:

• Policies
• Handbooks
• Guidelines
• Shared information
• Cross-departmental findings

From sharing short or long form documents, an internal knowledge base is designed to help employees get information quickly and easily.

And the benefit of an internal knowledge base include:

• Save time: When employees need information, they don’t need to wait. They can easily search your internal knowledge base, boosting productivity
• Distribute information: Sending emails isn’t efficient at getting employee information. Share employee benefits, holiday schedules or FAQs on an internal knowledge base
• Team collaboration: Share experiments and findings between departments using an internal knowledge base. Like sharing support tickets to review customer pain points
• Centralised information: One source of information is important for companies wanting to streamline, scale and grow
• Onboarding assistance: An internal knowledge base helps new employees review documentation and policies

Even customer service teams can store customer FAQs and troubleshooting guides on an internal knowledge base, referencing them during calls.