In general, a knowledge base is a centralized repository of information. A public library, a database of related information about a particular subject and whatis.com could all be considered examples of knowledge bases.

In relation to IT, a knowledge base is a machine-readable resource for the dissemination of information, generally online or with the capacity to be put online. Knowledge bases are an integral component of knowledge management systems. They are used to optimize information collection and information organization and retrieval.

A digital knowledge base is not a static collection of information but a dynamic resource. They may themselves have the capacity to learn, as part of an automation or artificial intelligence expert system.

A well-organized knowledge base can save a business money by decreasing the amount of employee time spent searching for information about tax laws, company policies and procedures or just about any other subject.

A knowledge base can give customers access to information that would otherwise require contact with an organization's staff. This capability simplifies interaction for both the customer and the organization.

Knowledge bases usually contain self-service reference data that employees or customers can use to troubleshoot and learn about a product, service, department or other topic. The data contained in a knowledge base can be gathered from various sources.

There are internal and external knowledge bases. Internal knowledge bases contain data to help employees of a company, including information such as the following:

• human resources onboarding material for new employees;
• content creation guidelines for writers;
• company legal or benefits policies;
• templates and forms;
• archived content;
• instructions for using internal applications; and
• best coding practices for various tasks and jobs.

External knowledge bases contain information that people outside the company -- such as customers and distribution partners -- can access to learn about products, services and a company. External knowledge bases may contain the following types of information:

• billing information;
• software documentation and specifications;
• how-to instructions and videos;
• tutorials;
• troubleshooting information;
• company knowledge or "about" pages;
• shipping information;
• frequently asked questions, or FAQs;
• account settings;
• product screenshots and information;
• copyright and legal information; and
• archived content.

External knowledge bases are also included as part of customer relationship management (CRM) software. They may link to additional customer support for customers who can't resolve their issues using the knowledge base.