Knowledge Base
Term from the CRM Lexicon
Definition
A Knowledge Base is a structured collection of information that helps both employees and customers quickly find answers to questions. In CRM, it is a central component of customer service and serves to provide knowledge about products, processes, common problems, and solutions.
It can be used internally or externally and is often part of a comprehensive knowledge management system integrated into CRM platforms such as Microsoft Dynamics 365.
Features
| Central Availability | Access to information anytime, anywhere, for support teams, sales, and customers | |
| Structured Content | Articles, FAQs, guides, troubleshooting, service logs, sales playbooks | |
| Search and Filter Functions | Content is categorized, tagged, and searchable, often with AI-powered navigation | |
| CRM Integration | Directly embedded in CRM workflows, e.g., via APIs or native modules | |
| Editorial Processes | Content is created, reviewed, and regularly updated by internal authors | |
| Self-Service Function | Customers can find solutions independently, which reduces support costs and increases satisfaction |
Advantages
- Faster problem solving through immediate access to relevant information
- Increased efficiency in customer service and sales
- Reduction of support tickets through self-service
- Preservation of institutional knowledge and promotion of user adoption
- Improved customer satisfaction through consistent and well-founded answers