# Knowledge Glossary

> Capturing and reusing what a support team learns.

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

## Questions

- [How do you keep a support knowledge base up to date?](https://www.decimal.app/glossary/knowledge/how-to-keep-a-knowledge-base-up-to-date)
- [How do you capture tribal knowledge on a support team?](https://www.decimal.app/glossary/knowledge/how-to-capture-tribal-knowledge-in-support)
- [How do you turn support tickets into product feedback?](https://www.decimal.app/glossary/knowledge/how-to-turn-support-tickets-into-product-feedback)

## Terms

- [Internal Note](https://www.decimal.app/glossary/internal-note): A private comment on a ticket, visible to the team but not the customer.
- [Knowledge Base](https://www.decimal.app/glossary/knowledge-base): A library of help articles customers and agents use to answer questions.
- [Runbook](https://www.decimal.app/glossary/runbook): Step-by-step instructions for handling a known situation.
- [Tribal Knowledge](https://www.decimal.app/glossary/tribal-knowledge): Know-how that lives in people's heads instead of in any document.
- [Voice of the Customer (VoC)](https://www.decimal.app/glossary/voice-of-the-customer): Systematically collecting what customers say, need, and complain about, and routing it to product.

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