Internal vs. External Knowledge Base: Which One Does Your Business Need?

In business, effective knowledge management is key to staying organised and delivering exceptional service. Whether you're looking to empower your team with streamlined internal processes or provide customers with self-service resources, a well-structured knowledge base is essential.

Understanding the difference between an internal knowledge base and an external knowledge base is essential, as each serves a unique purpose. While one focuses on improving internal operations and collaboration, the other enhances customer experience and support.

What is a Knowledge Base?

A knowledge base is a centralised digital repository where businesses store, organise, and make information easily accessible to the end users. It’s designed to capture, manage, and share knowledge in a way that allows quick access to important resources, whether for internal teams or external customers.

To define a knowledge base, it refers to a collection of articles, guides, FAQS, tutorials, and other resources designed to provide clear, consistent information. Knowledge bases are also evolving into video knowledge bases, incorporating product demos, instructional videos, and visual content to enhance the learning experience and make complex topics easier to understand.

The primary purpose of a knowledge base is to make valuable information easily accessible, reducing the time spent searching for answers and minimising repetitive inquiries. For businesses, the benefits include:

1. Improved efficiency: Quick access to information for both employees and customers.
2. Better customer support: External knowledge bases enable customers to resolve issues on their own, reducing the load on support teams.
3. Consistency: A centralised knowledge base ensures that all information is standardised and accurate across all channels.
4. Scalability: A knowledge base grows with your business, adapting to new information and increasing numbers of users.

What is an Internal Knowledge Base?

An internal knowledge base is a comprehensive, organised system where companies store essential information, resources, and documents for internal use. It acts as a centralised hub where employees and internal teams can easily access critical materials, collaborate efficiently, and streamline workflows.

This platform typically houses a variety of resources such as:

1. Standard Operating Procedures (SOPS): Detailed instructions that guide employees through processes and tasks.
2. HR Manuals: Information on company policies, employee benefits, and other HR-related topics.
3. IT Troubleshooting Guides: Step-by-step instructions for resolving common technical issues faced by employees.
4. Training Materials: Resources to onboard new employees and support continuous learning within the team.

Internal knowledge bases are used primarily by employees and internal teams within a company. They help provide easy access to essential documentation, reducing the time spent searching for information and improving overall operational efficiency. If you're looking to build one for your organisation, explore our guide on How to Create an Effective Internal Knowledge Base: Best Practices.

The key benefits of having an internal knowledge base include:

1. Improved Productivity: Employees can quickly access the information they need to complete tasks, leading to faster decision-making and fewer delays.
2. Consistency: Having a single source of truth ensures that all team members are on the same page regarding processes, procedures, and policies.
3. Reduced Training Time: New hires can quickly get up to speed by accessing structured training materials, SOPS, and company documentation within the internal knowledge base. This reduces the need for repetitive one-on-one sessions and accelerates the employee onboarding process, ensuring consistency and efficiency from day one.
4. Enhanced Collaboration: An internal knowledge base allows teams to collaborate by sharing resources and updating documentation in real-time, ensuring that everyone has the most current information.

What is an External Knowledge Base?

An external knowledge base is a publicly accessible collection of support materials created to help customers, partners, or vendors find answers and solutions without needing direct assistance. It acts as a self-service resource hub, empowering users to resolve issues, learn about products, and get the most out of a service — anytime they need it.

Common types of content found in an external knowledge base include:

1. How-to guides: Step-by-step guides and troubleshooting content.
2. FAQS: Quick answers to common customer questions.
3. Product Documentation: Technical specs, user guides and software tutorials.
4. Getting Started Guides: Walkthroughs for onboarding new users.

External knowledge bases are designed for customers, partners, and vendors who interact with your product or service. By offering 24/7 access to accurate information, they reduce the pressure on your support team and create a smoother user experience.

The benefits of an external knowledge base include:

1. Better Customer Support: Users can solve problems on their own, reducing support tickets and wait times.
2. Improved Customer Experience: Clear, helpful documentation builds trust and improves satisfaction.
3. Scalability: Support content can serve thousands of users simultaneously, without additional cost.
4. SEO Opportunities: When optimised well, external knowledge base content can rank in search engines, attracting new users organically.

Internal vs. External Knowledge Base: Key Differences

Understanding the difference between an internal vs. external knowledge base is essential when deciding how to organise your company’s information. While both serve as structured hubs for documentation, they cater to very different audiences and business needs.

Both types of knowledge bases play a crucial role in business operations. Use an internal knowledge base to drive internal efficiency and support your team, while an external knowledge base is best for delivering high-quality, self-serve customer support and improving user satisfaction.

How to Choose Between an Internal and External Knowledge Base

Choosing the right type of knowledge base isn’t about picking one over the other—it’s about understanding the specific needs of your users and how knowledge impacts their journey.

Start by asking:

1. Who needs the information? If it's your employees needing access to processes, policies, or training resources, an internal knowledge base is essential.
2. What kind of experience are you creating? If you're aiming to offer customers a self-serve way to troubleshoot, explore product features, or get help, an external knowledge base is a better fit.
3. What are your operational goals? Improving internal efficiency? Enhancing customer satisfaction? Scaling support without scaling your team?

In reality, many growing businesses need both. An internal knowledge base helps teams work smarter and stay aligned, while an external knowledge base ensures customers get consistent, on-demand support, without relying on your team for every answer.

By identifying your audiences, goals, and the content they rely on, you’ll be in the best position to implement a knowledge strategy that supports both sides of your business.

Why Video Knowledge Bases Are Evolving for Internal and External Use

As the way we consume information changes, so does the way businesses deliver it. Whether you're building an internal knowledge base for your team or an external knowledge base for your customers, video is quickly becoming one of the most powerful formats to enhance understanding, engagement, and retention.

Why the shift toward video knowledge bases?

1. Faster Learning: Videos break down complex topics into digestible visuals, making it easier for employees or users to absorb key information quickly.
2. Increased Engagement: Video content is more interactive and engaging than plain text, keeping viewers focused and interested.
3. Visual Clarity: Demonstrating a process or product feature via screen recordings or tutorials leaves less room for confusion compared to step-by-step written instructions.
4. Universal Accessibility: A well-structured video knowledge base supports learners across languages and skill levels, making your content inclusive and globally relevant.

For internal use, video-based onboarding tutorials, process walkthroughs, and tool demos save teams time and ensure consistency. Externally, product demos, how-to videos, and visual FAQS improve customer satisfaction by providing immediate answers in a format users prefer.

👉 Video Knowledge Base vs. Text-Based Knowledge Base: Which Is Right for Your Business? Find out which format suits your needs and how to implement it effectively.

Embracing the Future with Video Knowledge Bases

As teams and customers alike expect faster, clearer, and more engaging support, video knowledge bases are becoming essential for both internal efficiency and external satisfaction. Videos simplify the complex, reduce support dependency, and make learning experiences far more memorable.

Platforms like WowTo are built to meet this need, helping you create everything from internal training videos and SaaS demos to step-by-step screen recordings. Even existing materials like PDFS and PowerPoint can be transformed into helpful videos, all within a single platform that also takes care of hosting.

If you’re thinking about levelling up your knowledge base, internal or external, getting started with WowTo might just be the easiest step forward.

Sign up here!