Organizations widely use SharePoint to create internal sites where employees and members can collaborate on projects and documentation. You can make any SharePoint site that helps employees increase their productivity. However, a knowledge base website is a special type of site that can be used by internal members(employees) or customers of an organization for self-service or learning about a specific product. After reading this, a question would pop up in someone’s mind “What is a Knowledge base?” and “How to create a knowledge base in SharePoint”
I would like to create a knowledge base for the enterprise. I am new to it, I have no idea how to do that, can you please suggest to me how to implement this step by step? What must I keep in mind while creating the knowledge base? and how the knowledge base works.
—Khushboo Kumari
Let’s answer this query in detail go through this guide to get a solution to your query regarding the same.
What is a knowledge Base?
A knowledge base is a website with detailed information that can assist both internal staff and external clients with your product, service, or unique topic. Moreover, it includes troubleshooting manuals, FAQs, how-to articles, and anything else that you think your clients would be curious about. However, it provides an ideal way to maintain high standards of customer care while growing your customer support program with an efficient knowledge base. Additionally, it might assist your staff or newly joined employee in doing their duties more successfully. Self-service helps you to prioritize the critical problem that needs an immediate solution rather than the most occurring queries.
To solve your query regarding ”How to create a Knowledge Base in SharePoint?” firstly, we have to understand the type of knowledge base.
What are The Different Types of Knowledge Base?
The types of Knowledge bases are divided based on users and contributors the users of the knowledge base.
Here are the Different types of knowledge bases:
- Internal Knowledge Base: It is only accessed by organization employees due to confidential information it requires access credentials for every employee.
- External Knowledge Base: It provides information about your product and services to external users (customers).
- Self-hosted: Also called on-premise knowledge base hosted on your organization’s server. Where you have full control of content and maintenance.
- Hosted: Knowledge base that is hosted on a third-party vendor server that is responsible for the creation, management, design, deployment, and maintenance.
- Open-source: This type of knowledge base is run by an institution of an organization that emphasizes the contribution of individuals in providing basic solutions and queries for example: StackOverflow.
Let’s deep dive into Sharepoint to understand knowledge base is available in it or not. Only after this, we can understand how to create a knowledge base in SharePoint.
Does SharePoint provide a Knowledge base?
SharePoint does not provide the Knowledge base and it is not a knowledge base software. However, to create a knowledge base site in SharePoint you need to create it using the Wiki Pages feature. Additionally, you can use knowledge-based applications from third-party vendors that run on top of SharePoint. Moreover, by using SharePoint wiki pages you can only create an internal knowledge base.
What is a Wiki Page?
A wiki page is an informational page that contains the introduction and necessary information about any product and service. With the help of wiki pages and connections between them, groups of people may easily record and exchange ideas on wikis. Your organization can utilize SharePoint wiki pages as a knowledge base using the wiki pages library.
Hopefully! You have understood all the prerequisite knowledge essential for solving your query about how to create an internal knowledge base in SharePoint Online.
Steps For How to Create a Knowledge Base in SharePoint Online.
Follow the below-given steps carefully to create a knowledge base in SharePoint online:
- Firstly, create a SharePoint site
- Secondly, go to site content and find “Site page”.
- Click on “Site pages”.
- Now click on “New” in the opened window and select “Wiki pages”.
- In the page name field enter your page name and the content of the page.
- Now click on “Save” situated in the upper left corner.
- Now again go to site content and click on “New” situated on the content page
- Select App from the Dropdown menu.
- In the search bar search for Wiki page library.
- If it is not visible click on the “Classic experience” link.
- Open the Wiki page library and click on “Edit” placed in the top right corner.
- Now enter the displayed text and page link in the opened window
- You can find the wiki page link in the site pages right click on it, copy the link, and paste it here in the Wiki page library.
- Now click on save.
Woohoo! You have successfully learned how to create a knowledge base in SharePoint.
To set up the internal knowledge base you need to follow the given steps. The only change is to share the site links with employees of the organization and only allow access to the members of the organization.
Conclusion
To conclude, we have mentioned all the necessary steps and definitions that are required to solve your query regarding how to create a knowledge base in SharePoint. However, we have mentioned the need for and use of a knowledge base. Additionally, we have mentioned does SharePoint provides a knowledge base and if not then how to create it in Sharepoint.