Why do you need a knowledge base?
Let’s fantasize for a moment, and imagine you are Captain Kirk, commanding your Enterprise as you boldly go where no support team has gone before. Just keeping up with your day job, you land on a seemingly uninhabited planet. Of course, the planet isn’t really uninhabited. You find a bunch of semi-reptilian aliens ready to have you for dessert. Plus the planet’s super-awesome sun’s rays can vaporize you in a couple of minutes.
It’s the kind of situation when you would scream “Beam me up, Scotty!”.
Except, Scott is new to the job. And getting a transporter working in the heat of the moment is exactly the kind of knowledge that would have gotten “overlooked” when the last guy quit.
He now needs to rummage through a heap of knowledge articles, instruction books and forum posts. After all, even the best of enterprises struggle to keep all their knowledge updated and ready to roll.
Now, if the Enterprise support team used Freshdesk, Scott would have access to a knowledge base with the right solutions and workarounds to his questions.
Is your knowledge base separate from your forums?
In Freshdesk, the knowledge base is separate from the forums. That means Scott knows where he needs to go to get suggestions and ideas from the community, and where he can get the definite answers to common questions.
Let your customers help themselves to your knowledge.
With Freshdesk, even your end users can find solutions online and help themselves. That way, customers are happy that their answers are resolved, and Scott can focus on beaming you to the right planets. You can even have your team create knowledge on the fly, even as they are resolving tickets.
So everything is hunky-dory, and you get beamed back up the enterprise in time.
“Very funny Scotty. Now beam up my clothes!”
The Knowledge Base: Solution Articles 
The Knowledge Base: Solution Articles