# What is Knowledge Base?

> A library of help articles customers and agents use to answer questions.

Canonical: https://www.decimal.app/glossary/knowledge-base · Last reviewed: 2026-09-23

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your docs and help center, but also reads code, tickets, and logs, so answers stay correct even when an article is out of date.

## Related terms

- [Tribal Knowledge](https://www.decimal.app/glossary/tribal-knowledge): Know-how that lives in people's heads instead of in any document.
- [Retrieval-Augmented Generation (RAG)](https://www.decimal.app/glossary/retrieval-augmented-generation): Having an AI model look up relevant documents before generating an answer.
- [Deflection Rate](https://www.decimal.app/glossary/deflection-rate): The share of customer questions resolved without a human support agent.
- [Internal Note](https://www.decimal.app/glossary/internal-note): A private comment on a ticket, visible to the team but not the customer.

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