knowledge-base
Knowledge Base — Under 100 People
What This Process Does
The knowledge base at this size is the multiplier of every support agent. It serves customers directly (self-service deflection) and agents internally (faster answers, fewer-mistakes). At under-100 scale you have 30–200 articles covering top customer questions; written + maintained by support team alongside daily ticket work; surfaced via in-product help, public help-center URL, and AI search.
The work: identify what customers actually ask, write good clear answers, surface them where customers look, and keep them current as the product evolves. Done well, knowledge-base reduces support load 30–60% over 12 months. Done poorly, articles are stale, hard to find, ignored by both customers + agents.
Start Here: ERP•AI Templates
ERP•AI's Knowledge Base Starter template provides article structure (problem → solution → next steps), category taxonomy, customer-facing search optimization, in-product surfacing patterns, agent-assist for ticket responses, and stale-content detection. Pair with Self-Service Deflection for measuring KB impact on ticket volume.