A knowledge base provides self-service support content, reducing ticket volume while improving customer satisfaction. Knowledge base content: - How-to articles - FAQs - Troubleshooting guides - Getting started guides - Video tutorials - Product documentation - Policy information Benefits: - 24/7 support availability - Reduced ticket volume - Faster customer resolution - Consistent answers - SEO benefits - Agent reference resource Best practices: - Searchable and organized - Regular content updates - Analytics on popular articles - Easy navigation - Mobile-friendly - Embedded in product Metrics: - Article views - Search success rate - Deflection rate - Time on page - Feedback ratings