Knowledge Base Features that You Must Know in 2025

Knowledge base Features are beneficial to improve customer satisfaction.

Imagine a customer contacting your contact center, and your agent is scrambling for information as there is no proper location or knowledge for all the content. Unavailability of knowledge could lead to a colossal rise in support costs, as we all know, time is money. The more time the agent spends toggling for information, the longer the Average Handle Time (AHT).

The increase in Average Handle Time (AHT) directly affects the contact center KPIs. A solution to avoid situations like these and find all information you need on a single platform is why organizations must have a knowledge base. 

In this blog, you’ll find 8 must-have features of knowledge base. Let’s get started!

What is a knowledge base?

A knowledge base is like a central library for your company’s information, a place where all important content, guides, FAQs, videos, and how-to steps are stored and organized.

It’s powered by knowledge management software, which makes it easy to create, update, and share this information so your agents (and sometimes customers) can quickly find the answers they need.

8 must-have features of a knowledge base

As discussed, a knowledge base software needs to have certain features for the cycle of content creation, curation, distribution, and management to go smoothly.

The following are the eight must-have features in a knowledge base.

1.  AI-Powered search Engine

Think of this as your support team’s superpower. With AI-powered search, agents don’t have to open endless folders or menus; they just type what they need, and the system instantly pulls up the most relevant answers.

On a call with a customer and need an exact troubleshooting step? Simply type a keyword, and the search will surface all matching content, whether it’s an article, a step-by-step guide, an FAQ, or a visual walkthrough.

For Example, in a knowledge base, this works like a smart, Google-style elastic search, but tailored for your organization’s knowledge. It understands keywords in your content and shows you exactly where (and in what format) you can find that information, so answers are always just a few keystrokes away.

2. Ease of content creation

A knowledge base platform is the means through which new content is created. For content to be made with proper formatting, all settings need to be present to size and align content, including features that help highlight and create indentations. 

Formatting tools are a must-have if you are looking for an all-in-one platform. Having this feature eliminates the need to use several platforms for creating and distributing information.

3. Multilingual ability

In the globalized world we live in today, it is essential to cater to people in the language they understand the most. What language is preferred should come from the statistics of the region being catered to. 

Nothing is more significant than a knowledge base that can create content in the customer’s preferred language. A knowledge base that can do this is a big plus point to the face of customer service and inclusivity.

4. User settings

A knowledge base for support teams means that different designations in the team will have a specific function that reflects the access to content. A robust Knowledge base run by a knowledge management software like Knowmax allows you to select the access given to various stakeholders. 

An admin can be given all rights, whereas a content writer or author is given only content creation. Some agents are given only view options. This ensures right people have access to knowledge base features. 

5. Interactive widgets

A knowledge base can have all the information globally. Still, there is no benefit if it is not easy to access this information, which is why you should look for knowledge management that not only makes communication easy to find but has user-friendly widgets. 

With a knowledge base platform like Knowmax, you can notify users of the platform as and when new content is introduced. Knowledge base platform has a bell icon for notifications, banners on the homepage for announcements, favorites bar, etc. A few widgets are customizable according to users’ preferences too.

6. Content location

A knowledge base can be marked as a perfect platform only when it can decrease the need for agents to learn every word of a document. Expert or not, it is challenging for all agents to memorize each article. Therefore your knowledge base platform needs to search within the article to scroll through and look for relevant information. 

A knowledge base interface must also have a clean user interface (UI) for customer executives to identify and segregate information into preferred.

7. Enables self-service

Your knowledge base platform needs to keep up with present-day scenarios and the expectations of customers. To do that knowledge base for self-service is a must. 

With a smooth knowledge base, software deploys selective information such as FAQs, decision trees, articles, picture guides, and more, as customer self-service guides. This helps customers look for needed information, but it also helps deflect unnecessary tickets at the contact center.

8. Backup of files

An author works on a file for days and then suddenly deletes it. Or a new agent is given access to modify content accidentally clicks the wrong button and deletes the file of content. What do you do then?

Fret not, with a knowledge base system, information is not only stored on the cloud, but all files also have a backup, deleted or not. This means that even if a file is accidentally deleted, your information is still safe on the platform. 

Conclusion

If you follow the above checklist, be rest assured that you are using the best-of-class knowledge base platform.

It is crucial to look for a knowledge base that performs all the functions stated above and more. To ease your search, you can try the Knowmax knowledge management platform that comes with a knowledge base with all the must-have functions listed above.