Knowledge Base

What it is

A knowledge base is a structured collection of articles, FAQs, and troubleshooting guides. It may be public for customers, internal for agents, or both.

Why it matters

It's the foundation of self-service and the main source for most AI support tools. Its weakness is freshness: products change faster than docs.

Best practices

1. Write from tickets – The most-asked questions should become the first articles.
2. Assign owners – Every article needs someone responsible for keeping it current.
3. Don't treat it as the only source – Code and logsLogsTimestamped records of events a system emits as it runs. know things the docs don't.

How Decimal helps

Decimal uses your docs and help center, but also reads code, tickets, and logs, so answers stay correct even when an article is out of date.