Knowledge Base
Knowledge Base is a centralized content management solution that enables you to create, organize, and share knowledge across your organization and with your customers.
Empower your agents with instant access to accurate information and improve customer self-service through searchable, structured content.
Knowledge Base supports the following:
- Rich text editing and media support for creating comprehensive articles with images, videos, and attachments
- Intelligent search and indexing enabling full-text search across all published content
- Tag-based organization for easy categorization and discovery
- Real-time synchronization ensuring content updates are immediately available across all channels
- Role-based access control with distinct permissions for managers and users
Set up your Knowledge Base
Start building your knowledge repository and empowering your support teams. Set up your first articles, organize content, and integrate with Conversations for seamless agent access.
Ready to create your first article?
Follow our step-by-step guide to set up Knowledge Base and start creating content.
Learn to manage articles
Discover how to create, edit, and organize articles with folders, tags, and bulk operations.
Integrate with Conversations
Learn how Knowledge Base works with Conversations to provide context cards and suggested articles to agents.
Understand roles and permissions
Review access control options for Knowledge Base managers and users.
Use Knowledge Base with Infobip solutions
Integrate Knowledge Base into your customer engagement workflows. Access articles directly in agent workspaces, enable self-service experiences, and maintain consistent information across all touchpoints.
Conversations
AnswersFeatures
Discover key features that help you build, maintain, and scale your knowledge repository for internal teams and external customers.
Technical overview
Knowledge Base uses a distributed architecture to ensure fast search performance and reliable content delivery:
- Database storage: Text content is indexed in the database for full-text search capabilities
- Separate file storage: Media files (images, PDFs, documents) are stored in optimized storage with database indexing for searchability
- Tenant isolation: Multi-tenant architecture ensures secure content separation
- Real-time sync: Content updates are immediately available across all integrated solutions
- Channel support: Access through web interface or programmatically via context cards in Conversations
Additional resources
Explore more tools and documentation to help you plan, implement, and support your Knowledge Base use case.
Essentials
Browse foundational guides for creating an account, managing users, and setting up roles in the Essentials hub.
Support center
Browse troubleshooting guides and frequently asked questions in the Support center (opens in a new tab).
Conversations
Learn how to set up and use Conversations with Knowledge Base integration in our Conversations documentation.
Best practices
Discover content structuring tips and search optimization strategies in our knowledge management guide.
Ready to get started?
Create your centralized knowledge repository and empower your teams with instant access to accurate information.