Knowledge base
Description
A knowledge base transforms scattered data into a structured system of record. It consolidates information from across the enterprise – engineering specs, support tickets, training materials and policy documents – into a single, searchable environment.
Modern knowledge bases have evolved far beyond static lists of FAQs or folders of PDF manuals. Today, they are dynamic, intelligent systems powered by structured content. Instead of storing long, locked documents, advanced knowledge bases manage information as modular components. This granularity allows the knowledge base to serve multiple functions simultaneously: generating a printable user manual, powering a customer-facing help portal and feeding precise answers to an AI chatbot. The success of a knowledge base depends on Information findability and accuracy. By enriching content with metadata and taxonomies, organizations ensure that users find exactly what they need.
Example use cases
- Self-service: Provide a public-facing help center where users can resolve issues 24/7.
- Field service: Equip technicians with a mobile library of schematics and repair guides.
- AI training: Use verified knowledge base articles to train Generative Artificial Intelligence (Gen AI) models.
- Onboarding: Centralize HR policies and training modules for new hires.
- Support: Give agents a single source of truth to access approved scripts and solutions.
Key benefits
RWS perspective
RWS views the knowledge base as the foundation of the intelligent enterprise. We help organizations move beyond static file storage to build intelligent knowledge hubs powered by Tridion.
Our approach relies on Component Content Management System (CCMS) principles. By componentizing knowledge and enriching it with Semantic AI, we make information machine-readable and adaptable. This allows RWS clients to write information once and publish it everywhere. Crucially, it ensures that AI tools are fed by trusted, governed content, eliminating hallucinations and ensuring compliance. With RWS, your knowledge base becomes a living engine that drives customer experience and operational excellence.