Key Takeaways
- Different departments need different knowledge base structures—one size doesn't fit all.
- Successful knowledge bases organize around employee questions, not document types or org chart hierarchies.
- Templates provide a starting point, but the best structure emerges from understanding what your employees actually search for.
- Every example here prioritizes findability: the faster employees get answers, the more they'll use the system.
When building an internal knowledge base, it helps to see what works for others. Abstract principles like "organize around user needs" make sense, but concrete examples make implementation clearer. For a comparison of available tools, see our guide on the best internal knowledge base software.
This guide provides practical examples of internal knowledge bases organized by function: HR, IT, sales, and operations. Each includes a recommended structure, sample content categories, and tips for making it work in practice.
HR Knowledge Base Example
HR teams answer the same questions constantly: benefits, policies, procedures, time off. A well-structured HR knowledge base handles these routine inquiries, freeing HR professionals for complex situations that need human judgment.
Recommended Structure
Top-Level Categories:
- Benefits & Compensation
- Time Off & Leave
- Workplace Policies
- Career & Development
- Getting Started (Onboarding)
- Life Events
Sample Content Within Each Category
Benefits & Compensation
- Health Insurance: Coverage options, enrollment, adding dependents
- Dental & Vision: Plan details, finding providers
- 401(k) & Retirement: Matching policy, vesting, contribution changes
- FSA & HSA: Eligibility, contribution limits, eligible expenses
- Payroll: Pay schedule, direct deposit, pay stubs access
Time Off & Leave
- Vacation: Accrual rates, requesting time off, carryover limits
- Sick Leave: Policy, when to use, documentation
- Parental Leave: Eligibility, duration, how to apply
- Bereavement: Policy, what's covered
- Jury Duty: Pay policy, what to do when summoned
- FMLA & Medical Leave: Eligibility, process, job protection
Workplace Policies
- Remote Work: Eligibility, expectations, equipment
- Dress Code: Guidelines by location/role
- Expense Reimbursement: What's covered, how to submit
- Travel Policy: Booking, per diems, approval process
- Code of Conduct: Core expectations, reporting concerns
Life Events
- Getting Married: What to update, benefits changes
- Having a Baby: Parental leave, adding dependents, returning to work
- Moving: Address changes, location transfers, remote work
- Leaving the Company: Resignation process, final pay, benefits continuation
Why "Life Events"? Employees don't think "I need to update my benefits." They think "I'm having a baby—what do I need to do?" Organizing around life events matches how employees actually search.
What Makes HR Knowledge Bases Work
For more on implementing HR-specific solutions, see our guide on best HR knowledge base software.
- Answer first, policy second. Lead with the answer ("You get 15 vacation days per year"), then provide policy details for those who need them.
- Anticipate follow-ups. Link related content. If someone's reading about parental leave, they'll also need information about benefits continuation and return-to-work procedures.
- Keep current. HR policies change. Outdated information doesn't just frustrate employees—it creates liability. Assign owners and review regularly.
IT Help Desk Knowledge Base Example
IT support tickets are often repetitive: password resets, software access, equipment issues. A self-service IT knowledge base reduces ticket volume while giving employees faster resolution.
Recommended Structure
Top-Level Categories:
- Account & Access
- Software & Applications
- Hardware & Equipment
- Network & Connectivity
- Security
- IT Requests
Sample Content Within Each Category
Account & Access
- Password Reset: Self-service steps, when to contact IT
- Locked Account: Unlock procedures, common causes
- Two-Factor Authentication: Setup, troubleshooting
- Access Requests: How to request access to systems
Software & Applications
- Approved Software List: What you can install, what needs approval
- Microsoft 365: Common how-tos, getting help
- Slack: Setup, channels, best practices
- Zoom: Account setup, scheduling meetings, troubleshooting
- CRM: Salesforce access, common issues
Hardware & Equipment
- New Equipment Request: How to order, approval process
- Laptop Issues: Common problems, what to do
- Monitor/Peripherals: What's available, how to get them
- Remote Work Setup: Recommended equipment, support
- Returning Equipment: When leaving or changing roles
Network & Connectivity
- VPN: Setup, troubleshooting, when to use
- WiFi: Office network access, guest network
- Working Remotely: Connectivity best practices
Security
- Phishing: How to identify, what to do if you click something suspicious
- Data Classification: What can be shared where
- Lost/Stolen Devices: Immediate steps to take
- Reporting Security Issues: Who to contact, urgency guidelines
Typical reduction in IT support tickets after implementing a self-service knowledge base. Password resets and basic how-tos become self-serve, freeing IT for complex issues.
What Makes IT Knowledge Bases Work
- Step-by-step with screenshots. IT procedures need visual guidance. "Click the gear icon" means nothing without showing where the gear icon is.
- Multiple paths to the same answer. Employees describe problems differently. "Can't log in," "password not working," and "locked out" should all lead to the same content.
- Escalation clarity. When self-service won't work, make it clear how to get human help and what information to provide.
Sales Enablement Knowledge Base Example
Sales teams need fast access to product information, competitive intelligence, case studies, and pricing guidance. A sales knowledge base puts this information at their fingertips during calls and preparation.
Recommended Structure
Top-Level Categories:
- Product Information
- Pricing & Packaging
- Competitive Intelligence
- Case Studies & Proof Points
- Sales Process
- Tools & Templates
Sample Content Within Each Category
Product Information
- Product Overview: What we sell, key differentiators
- Feature Deep Dives: Detailed capability descriptions
- Use Cases by Industry: How different industries use the product
- Technical Specifications: For technical buyer questions
- Roadmap Highlights: What's coming (shareable version)
Pricing & Packaging
- Current Pricing: Plans, tiers, what's included
- Discount Guidelines: What's approved, who approves exceptions
- Negotiation Playbook: Common scenarios, recommended approaches
- ROI Calculator: How to build value justification
Competitive Intelligence
- Competitor Overviews: Key competitors, positioning
- Battlecards: Head-to-head comparison, objection handling
- Win/Loss Insights: Why we win, why we lose
- Competitive Responses: How to handle specific competitor claims
Case Studies & Proof Points
- Customer Stories: By industry, company size, use case
- Testimonials: Quotable references
- Results Data: Statistics, metrics, outcomes
- Reference Customers: Who can take reference calls
When your sales rep is on a call and gets asked about a competitor, can they find the answer in under 30 seconds? If not, your knowledge base isn't serving them.
What Makes Sales Knowledge Bases Work
- Speed is everything. Sales reps are often looking up information during calls. If it takes more than a few seconds to find, they'll wing it instead.
- Keep competitive intel current. Competitors change pricing, add features, shift messaging. Outdated battlecards are worse than none.
- Organize by buyer question. What will prospects ask? Organize content to answer those questions directly.
Operations & Procedures Knowledge Base Example
Operations teams need documented procedures for consistency. An operations knowledge base ensures everyone follows the same processes, regardless of who trained them or when they started.
Recommended Structure
Top-Level Categories:
- Daily Procedures
- Periodic Procedures (Weekly/Monthly/Quarterly)
- System Guides
- Exception Handling
- Quality Standards
- Safety & Compliance
Sample Content Within Each Category
Daily Procedures
- Opening Procedures: What to check, what to prepare
- Closing Procedures: End-of-day checklist
- Customer Intake: Standard process, required information
- Order Processing: Step-by-step workflow
Periodic Procedures
- Weekly Reports: What to submit, where, when
- Monthly Reconciliation: Process, deadlines
- Quarterly Reviews: Preparation, requirements
- Annual Procedures: Inventory, audits, renewals
Exception Handling
- Common Exceptions: How to handle edge cases
- Escalation Procedures: When to escalate, to whom
- Emergency Procedures: Immediate actions for crises
Procedures change. Operations knowledge bases go stale fast. Build in review triggers—when a system updates, when a process changes, when a regulatory requirement shifts.
What Makes Operations Knowledge Bases Work
- Checklistify where possible. Procedures work better as checklists than as prose. Numbered steps reduce errors.
- Include the "why." When people understand why a step matters, they're less likely to skip it.
- Version clearly. Procedures change. Make it obvious which version is current and when it was updated.
Universal Best Practices
Regardless of function, certain principles apply to all internal knowledge bases:
Start with Search Data
If you have an existing system, analyze what people search for. If not, ask the people who answer questions what they hear most often. Structure should follow demand.
Use Question-Based Titles
"How do I reset my password?" is more findable than "Password Reset Procedure." Write titles the way employees actually ask.
Test with Real Users
Before finalizing structure, ask employees to find specific information. Watch where they struggle. Adjust accordingly.
Plan for Growth
Start with core content, but design a structure that can expand. Leave room in your categories for future additions without requiring reorganization.
Consider AI Enhancement
Traditional knowledge bases require employees to navigate structure. AI-powered knowledge bases let employees simply ask questions, with the AI finding relevant content regardless of where it lives. As you evaluate or build, consider how AI might enhance the experience.
Getting Started
These examples provide a starting point, not a prescription. Your organization's specific needs, terminology, and culture should shape the final structure.
Begin by identifying your highest-volume question area. Build a focused knowledge base there. Learn from usage—what works, what's missing, what's hard to find. Then expand to other areas based on what you learn.
The best knowledge base structure is the one employees actually use. Start simple, measure what matters, and iterate. Another consideration is understanding the difference between company wikis and knowledge bases—each has its place depending on your content needs.
JoySuite makes knowledge accessible without requiring employees to navigate complex structures. They ask questions in plain language and get AI-powered answers with citations—whether the information lives in HR policies, IT procedures, or sales materials. Your knowledge, organized for the way people actually work.
