By definition, a knowledge base is not a database. A knowledge base is a virtual space where you can centralise all available information on a given topic. In short, it is a treasure trove for the company.
In the field of CRM, knowledge bases are often used by the customer service or the sales departments. The quality of a knowledge base, however, depends on how the data is organised.
What data should be included in the knowledge base? How should it be structured? How should the information be displayed? How can you ensure the information is up-to-date? These are the key questions you must answer before setting up your knowledge base.