Knowledge Base
Knowledge Base Overview
Your knowledge base is a self-service help center where customers can find answers without contacting support. It also powers Support Station's AI agent, enabling automated responses based on your documentation.
What Is a Knowledge Base?
A knowledge base is a collection of help articles organized into categories. Customers can:
- Browse categories to find relevant topics
- Search for specific answers
- Chat with your AI agent (powered by your articles)
- Submit support tickets when they need more help
Why Knowledge Base Matters
For Customers
- 24/7 access - Get answers anytime, without waiting for support hours
- Instant results - Find solutions in seconds instead of waiting for responses
- Self-service - Many customers prefer finding answers themselves
For Your Team
- Reduced ticket volume - Customers resolve issues before creating tickets
- Consistent answers - Everyone gets the same accurate information
- Agent efficiency - Link to articles instead of rewriting explanations
- AI enablement - Your articles power the AI agent's responses
Knowledge Base Components
Articles
Individual help documents covering specific topics. Each article has:
- Title
- Content (supports rich formatting)
- Category assignment
- SEO metadata
- Published/draft status
Categories
Organizational groupings for articles. Categories can be nested for hierarchical structure:
Getting Started
├── Creating Your Account
├── Setting Up Your Profile
└── First Steps
Billing
├── Payment Methods
├── Invoices
└── Refunds
AI Chat
An AI-powered chat interface embedded in your knowledge base. It answers questions using your published articles as the source.
Your Knowledge Base URL
Every organization gets a knowledge base at:
your-org.supportstation.io/kb
On Standard plans and above, you can use a custom domain like:
help.yourcompany.com
Configure your custom domain in Knowledge Base > Settings > Custom Domain.
Knowledge Base Limits by Plan
| Plan | Article Limit |
|---|---|
| Free | 25 articles |
| Starter | 100 articles |
| Standard | Unlimited |
| Pro | Unlimited |
| Enterprise | Unlimited |
Getting Started
1. Plan Your Structure
Before writing, plan your categories:
- What topics do customers ask about most?
- How do they think about your product?
- What's a logical progression from simple to advanced?
2. Create Categories
Go to Knowledge Base > Categories and create your top-level categories. You can add subcategories later.
3. Write Core Articles
Start with the articles that will have the highest impact:
- Frequently asked questions
- Getting started guides
- Common troubleshooting steps
4. Enable AI Chat
Once you have 5-10 published articles, the AI chat becomes useful. It will answer questions based on your content.
5. Share Your Knowledge Base
Add links to your help center:
- In your app's navigation
- In email signatures
- In your support widget
- On your website footer
Content Best Practices
Write for Scanning
Customers scan for answers. Make content easy to scan:
- Use clear headings
- Keep paragraphs short
- Use bullet points and numbered lists
- Highlight key terms
Answer Real Questions
Write articles that answer actual customer questions:
- "How do I reset my password?"
- "Why am I getting this error?"
- "What payment methods do you accept?"
Keep Articles Focused
One topic per article. If an article covers multiple things, split it up. This helps:
- Customers find specific answers faster
- AI give more precise responses
- You track which topics get views
Update Regularly
Schedule regular reviews to:
- Update outdated information
- Add new features and changes
- Improve articles with low helpfulness ratings
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