Introduction
In this post, we’re going to guide you on how you can create a knowledge base for your brand in easy steps. It doesn’t matter if you are building an internal or external KB. You’ll be able to follow these steps with ease.
We’re going to start off with some basic information about knowledge bases. Then, we’ll talk about how the process of creating a knowledge base generally unfolds in most tools.
And then, to make things super easy and actionable for you, I’ll describe the exact steps that you need to follow to make a knowledge base with Helpjuice. That way, you can get started right away.
What is a Knowledge Base?
A knowledge base is a centralized system that stores structured information, such as FAQs, guides, and documentation. Organizations use a knowledge base to capture, manage, and retrieve knowledge efficiently. Knowledge bases support customer service, employee training, and self-service by providing accurate, searchable answers.
If you are here on this site, you probably already have a good idea of what a knowledge base is, but that’s what we wanted to lead with in case you missed the definition elsewhere.
Is It Difficult to Create a Knowledge Base?
Creating a knowledge base is not difficult when using the right tools and structure. Modern knowledge base software allows teams to build articles, organize content, and publish searchable information quickly. The main effort involves planning content, maintaining accuracy, and updating articles regularly.
The difficulty of creating a knowledge base also depends on the tool that you choose. Some tools make it easy, while others have a bit of a learning curve.
General Steps for All Platforms
Of course, to properly guide you on how to create a knowledge base, we will give you a specific set of steps that you can follow. We’ll use Helpjuice as a demo for that, but that section will come after this one.
In this section, we want to outline the general steps that you have to follow to create a knowledge base on any platform. These steps will serve to help you understand the simplicity of the overall process.
Define the purpose: Start by deciding why you are creating the knowledge base. It could be for customer self-service, internal documentation, onboarding, or product support. A clear purpose helps you decide what content to include and how detailed it should be.
Identify your audience: Determine who will use the knowledge base. Customers, employees, partners, or a mix. Knowing your audience shapes the language, depth, and structure of the articles.
Outline key topics: List the main categories and subjects your knowledge base should cover. Common examples include FAQs, how to guides, troubleshooting, and policies. This outline becomes the backbone of your content structure.
Create a clear structure: Organize your topics into logical categories and subcategories. A clean structure makes information easier to find and improves the overall experience for users.
Write and publish content: Start creating articles based on your outline. Focus on clarity, accuracy, and consistency. Use simple language, short sections, and clear titles so users can scan and understand quickly.
Enable search and navigation: Make sure users can easily search and browse content. Good navigation and a strong search function reduce frustration and increase self-service success.
Review and test: Check articles for accuracy, broken links, and clarity. Ask someone from your target audience to test the knowledge base and give feedback before full launch.
Launch and promote: Publish the knowledge base and make users aware of it. Link it from your website, help desk, or internal tools so people know it exists and can access it easily.
Maintain and update regularly: A knowledge base is never finished. Review content often, update outdated articles, and add new information as questions evolve. Ongoing maintenance keeps it useful and trusted.
Specific Steps for Helpjuice
Above, we’ve mentioned the steps that you typically need to follow in order to create a knowledge base. However, we want to make things easier and clearer for you by providing specific steps for a specific platform.
We’ll take Helpjuice as our demo platform.
For more options, consider reading this blog about knowledge base software.
Sign up
The process starts with creating an account. This gives you access to the dashboard and unlocks the onboarding flow. No configuration happens at this stage.
Once you log in, the system prepares your workspace. You are not expected to make decisions yet. This step is only about access.
Take the onboarding session
After signing in, the onboarding session begins automatically. It introduces the interface and highlights where core features are located. The goal is orientation.
You are shown where articles live and how navigation works. Nothing is required from you yet. This is purely contextual.
Choose your knowledge base type
You are asked to define how the knowledge base will be used. Options typically reflect audience and purpose. This choice affects layout and defaults.
At this stage, you are setting intent rather than design. The system adjusts the structure based on your selection. You can revise this later if needed.
Choose the knowledge base appearance
Next, you select how the knowledge base should look at a high level. This includes layout style and content arrangement. A preview is usually shown alongside.
This step is about structure, not branding. You are defining how information is presented. Visual details come later.
Choose a template
Templates provide a starting framework. They determine which sections appear first and how content is grouped. This reduces setup time.
You are not locking yourself into a final design. Templates exist to remove friction. Customization remains possible afterward.
Choose branding colors and logo
Branding is applied once the structure is in place. You upload a logo and define colors used across the interface. Changes are updated in real time.
This step aligns the knowledge base with your product or company. It does not affect functionality. It only impacts presentation.
Complete the onboarding tutorial
Before entering the main dashboard, the platform completes the tutorial. This reinforces how categories and articles work together. It also explains basic publishing behavior.
By the end of this step, the system stops guiding you automatically. You are expected to start building content. The setup phase is complete.
Set up and learn about Swifty AI
An AI assistant is introduced within the interface. Its role is to answer questions about features and workflows. It remains optional.
You do not need to configure it immediately. It operates alongside the dashboard. You can ignore it or use it as needed.
Add a new category
Categories act as the top level of organization. Creating one defines a content grouping. This helps users navigate later.
You choose a name and placement. Categories can be reordered. They can also remain empty until articles are added.
Add a new article
Articles are created within categories. Opening a new article launches the editor immediately. There is no separate setup screen.
At this point, you are working with actual content. The editor is where most time is spent. Everything else supports this step.
Add content details
You write the article content directly in the editor. This includes text, headings, links, and images. Formatting is handled inline.
Content saves automatically as you work. You do not need to publish immediately. Drafts remain accessible.
Set access level
Each article can have access rules. These rules define who can view the content. Options usually include public and restricted.
This decision affects visibility only. It does not change the article itself. Access can be adjusted later.
Add keywords
Keywords improve internal search results. They describe what the article covers. This helps users locate content faster.
You add them manually. There is no requirement to overthink this step. Simple terms are sufficient.
Add language
Articles can be assigned a language. This is required when supporting multiple locales. It keeps content separated by language.
The platform uses this setting for filtering and display. It does not translate content automatically. That remains a manual process.
Preview and publish
Before publishing, you preview the article. This shows exactly how it will appear to readers. It allows for final checks.
Once published, the article becomes available based on its access settings. You can still edit it afterward. Publishing is not permanent.
Common Problems When Creating/Running a Knowledge Base and Their Solutions
Here are some common problems that can arise when you create and start using your knowledge base. When you’re building a KB, make sure that you don’t make these mistakes:
- Information is hard to find
Users struggle when articles are poorly organized or when search results feel random.
Solution: Design a clear structure from the start. Use consistent categories, strong titles, and tags. Test search terms real users would type, then adjust content to match those terms.
- Content becomes outdated quickly
Old screenshots, wrong steps, or obsolete policies reduce trust fast.
Solution: Assign ownership for each article. Schedule regular reviews. Even a short quarterly audit prevents decay and confusion.
- Articles are too long or too vague
People want answers, not essays. Others find content that explains nothing clearly.
Solution: Write with a single goal per article. Lead with the direct answer, then add details below. Use short sections and scannable formatting.
- Inconsistent tone and style
Different authors create a fragmented experience that feels unprofessional.
Solution: Create a simple style guide. Define tone, formatting rules, and examples. This keeps writing aligned without slowing contributors down.
- Users avoid the knowledge base entirely
If people keep asking the same questions, the knowledge base is failing.
Solution: Embed it into daily workflows. Link articles in support replies, onboarding, and internal tools. Promote it as the first place to look, every time.
Conclusion
And that’s it.
Making your own knowledge base is one of those things that sounds a bit difficult and exhausting, but it’s really very easy and straightforward. In the content above, we’ve described both general steps for general KB software, as well as specific steps that you can follow for Helpjuice.