A knowledge base is a centralized library of information designed to help users find answers, solve problems, and better understand a product, service, or topic, without needing to contact support.

In the SaaS context, a knowledge base typically includes:

• How-to articles
• FAQs
• Troubleshooting guides
• Product documentation
• Best practices and workflows

A good knowledge base is:

• Searchable and easy to navigate
• Up-to-date and accurate
• Written in clear, user-friendly language

Popular tools for building a knowledge base include Zendesk, Intercom, Notion, and Help Scout.