Dictionary

Knowledge Base (KB)

(1) A knowledge base (also spelled knowledgebase) is a special database that collects, organizes, and retrieves solutions to problems based on a collection of data about related experiences. Knowledge Bases can be used by support staff to quickly narrow down probable causes and solutions, but can also be made available in some form on a website so that users can access the knowledge base themselves and attempt to resolve their own issues, which would in turn lower ticket or call volumes handled by Help Desks or Service Desks. (2) Database of user support material including frequently asked questions, known errors and workarounds.

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