Knowledge Base: The Keystone Of Helpdesk Software

A support center that's on top of their game needs the best helpdesk software to ensure pole position in the customer satisfaction game. It keeps your client-facing teams prepared for unexpected situations.

The knowledge base embedded in the helpdesk software is one of the most important resources for improving support and delivering a better customer experience.

The knowledge base helps to establish your authority as an expert on any topic or information related to products/services. It serves as an information management system that assists in the onboarding of new customers as well as helps in their decision-making process.

A consolidated knowledge hub within your helpdesk reduces the turnaround time (TAT) of your agents and boosts team efficiency. The customer satisfaction scores soar as your agents give accurate suggestions in the shortest time. 

ThinkOwl’s Knowledge Base eliminates data digging and application hopping for agents and customers alike by serving as the authorized source of information. It also eliminates uncertainty over the authenticity of information, dispels rumors, and preserves goodwill.

Overall, Knowledge Base is a perfect tool to empower your customers with robust self-service systems and answers to frequently asked questions.

Highlights of Knowledge base

  • Providing round-the-clock assistance to agents and customers, thus reducing waiting time.
  • Eases pressure on your delivery teams, by deflecting minor queries to self-help channels.
  • Serves as an internal training manual for your agents.
  • Organizes all the information that service reps and customers need at their fingertips in one console.


When you develop a knowledge base, you future-proof your team and give them the tools they need to engage successfully with customers.

Getting started with the Knowledge base

There is no set rule for setting up a knowledge base. When you are setting it up for the first time, you may find yourself at a loss for where to start or which topics require prioritization. It’s good to have a strategy for creating, nurturing, and disseminating your knowledge articles. 

Knowledge base content

You can start by addressing the most asked questions. You will find the information in your ticket history.

Another approach could be to give a new user a feel for the helpdesk software. Writing articles regarding service processes or product information for new users, including step-by-step instructions, can help agents as well as end customers in the long run.


Also Read: Why Workflow Automation Is Imperative For Your Business


Your ThinkOwl helpdesk comes pre-configured with a knowledge base. You can add, modify, and arrange content systematically. The versioning feature ensures the accuracy of your content. Every new article or data is saved as a draft by default in OwlDesk.


Every time you edit a published version and save it in drafts, a new version is created and the previous version of the resource is marked as expired. If you do not manually mark a published version as expired, then it will auto-expire on the date and time defined in the “validity” field.


If you want to work on more than one information resource, you can create multiple drafts and continue until they are published with Knowledge Base.

Features of OwlDesk’s Knowledge Base

  • Content availability for service desk agents and customers.
  • Create, prioritize articles and relevant links.
  • Make personal notes, comment on existing knowledge resources.
  • List content according to versions - suitable if resources are frequently updated.
  • Integrated document viewer for multiple file formats depending on your plan.
  • Upload files and folders of certain size limits depending on your plan.


The knowledge base allows service desk administrators to view, modify, and add documents and links as attachments to cases. You can search, favorite, download, filter, and bookmark resources. If necessary, you can also share relevant information as message responses to customers and encourage self-sufficiency.


Selecting the right information from an available pool requires skill. Users can filter out resources based on parameters like - Last updated by Status, Created, Size, Access control, Language, Last updated, and Tags.

Also read: Closer Conversations, Global Reach: The Power Of Omnichannel And Multilingual Support

Searching for the right information doesn’t have to be a painstaking process. Find answers to frequently asked questions and more in the least amount of time.


The search results include resources that have the relevant data in their title, metadata, or content.

The software’s deep learning capacity learns from every customer interaction.

With ThinkOwl's Intelligent Advisor Service, you can search for published knowledge resources and rate the results. Feedback improves the relevance of suggested items over time.


People access a knowledge base when they want to troubleshoot an issue, broaden their understanding, or learn something. Using a friendly tone in your content can make it interesting. Using multimedia formats and increasing variety gives a fresh look to your information resources.


Prospective clients often look at the knowledge base before the final product. What they see has a lasting impact and greatly influences purchase decisions. That’s why, the resources should be to the point and make readers feel at ease.


Use ThinkOwl’s Knowledge Base and see your service desk’s performance reach for the stars.

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