A knowledge base is a collection of text selections (or ‘canned responses’) that can be inserted into scripts so you have easy access to them during a call or chat.
Say you’re performing outbound calls to sell a product. The script containing a knowledge base could let you have access to product information should the client or customer have any questions during the call. Another example would be a knowledge base that contains canned responses for common questions a customer might ask.
A knowledge base can be as simple as a block of text, or it can have a hierarchy. The knowledge base hierarchy begins with groups. Each group can have one or more topics (these can be determined by subject matter, similarity, or however the admin has configured it), and each topic can have one or more articles in it. Articles can either be long or short, and may contain any information the admin has provided.