Knowledge Base
Knowledge Base
Build a self-service help center for your customers
The Knowledge Base lets you create and organize help articles that customers can browse, and that Keva's AI uses to provide accurate answers.
Overview
A well-maintained knowledge base:
- Reduces ticket volume by enabling self-service
- Improves AI accuracy with verified information
- Ensures consistency across all responses
- Speeds up resolution for common questions
How It Works
Create Articles → Organize by Category → AI Learns Content
↓
Customer Question → AI Searches KB → Accurate ResponseKey Features
Creating Articles
Write and format help content
Categories
Organize articles into topics
Importing
Convert tickets into articles
Article Types
| Type | Use Case |
|---|---|
| How-to | Step-by-step instructions |
| FAQ | Common questions and answers |
| Troubleshooting | Problem diagnosis and solutions |
| Reference | Technical specifications |
| Policy | Terms, refunds, shipping info |
AI Integration
Keva's AI automatically:
- Searches your knowledge base for relevant articles
- Cites sources in responses to customers
- Suggests articles customers can read themselves
- Identifies gaps where articles are needed
Quick Stats
Your knowledge base dashboard shows:
- Total articles and word count
- Articles by category
- Most viewed articles
- Search queries with no results
- Articles cited by AI this month
Getting Started
- Create your first category - Start with common topics like "Getting Started" or "Billing"
- Write foundational articles - Cover your most frequently asked questions
- Import from tickets - Convert resolved tickets into articles
- Review AI suggestions - Fill gaps identified by the AI
Best Practices
- Keep articles focused - One topic per article
- Use clear titles - Customers search by keywords
- Include screenshots - Visual guides help understanding
- Update regularly - Outdated info hurts trust
- Track what's missing - Monitor "no results" searches