Knowledge Sources
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A knowledge source is a centralized repository of structured information designed to help users find answers and insights efficiently. It typically includes resources like articles, FAQs, troubleshooting guides, and documentation—organized to enable quick self-service access.
Organizations use knowledge sources in two primary ways:
Customer Support: To empower users to resolve issues on their own, reducing the need to contact support.
Internal Use: To share critical information across teams—such as process documentation, training material, and best practices—ensuring continuity and operational efficiency even when employees switch roles or leave the organization.
A private knowledge source is designed for internal use by employees, agents, or support staff. It typically contains:
Training materials
Standard operating procedures (SOPs)
Company policies
Other internal documents
Access to private knowledge sources is restricted via permissions to ensure confidentiality and security.
A public knowledge source is accessible to anyone without special permissions. It is designed to support customers, users, or clients by providing self-service answers to common queries.
Public knowledge sources often include:
Product documentation
FAQs and how-to guides
Onboarding instructions
Troubleshooting resources
These help customers resolve issues independently, reducing ticket volume and increasing user satisfaction.