How to Build an Internal Knowledge Base Your Support Team Will Actually Use

## Internal KB vs. Customer-Facing FAQ

These are different things, and confusing them is the number one reason internal knowledge bases fail.

Your customer-facing FAQ answers simple questions: "How do I reset my password?" "What's your refund policy?" "Do you ship internationally?" It's written for customers. Clean language, no jargon, links to self-service tools.

Your internal KB is for your agents. It covers the messy stuff. Edge cases, escalation procedures, workarounds for known bugs, whi...