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Knowledge Base

Work with us to build a HubSpot-powered knowledge base that helps customers help themselves, reducing tickets and enabling your support team to focus on complex issues.

Overview

This service helps you design, structure, and launch a knowledge base that’s fully integrated with HubSpot. Whether you're answering FAQs, documenting processes, or enabling self-service support, we’ll help you create a resource hub that’s easy to manage, optimised for search, and built to scale, so your customers can get answers faster, and your team can focus on what matters most.



Benefits & Outcomes

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  • Designed for Self-Service
  • Integrated with HubSpot CRM & Support
  • Easy to Update and Scale
  • Search and UX Optimised
  • Establish Thought Leadership & SEO Benefits
  • Insights to Improve Content
  • Consistent Information Delivery
  • Improved Agent Efficiency & Onboarding

Designed for Self-Service

Knowledge

Empower your customers to find answers without reaching out, reducing ticket volumes and speeding up resolution times.

Integrated with HubSpot CRM & Support

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Tie articles directly to tickets, chatbots, and automation workflows—so content works hand-in-hand with your support processes.

Easy to Update and Scale

reporting

We help you set up a flexible structure and tagging system so your knowledge base grows cleanly, stays relevant, and remains easy to maintain.

Search and UX Optimised

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Your knowledge base is designed with intuitive navigation and search-first thinking, making it easy for users to find exactly what they need.

Establish Thought Leadership & SEO Benefits

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A well-structured and comprehensive knowledge base can position your brand as an expert in your field. The content itself, when optimised, can also rank highly in search engine results, driving organic traffic to your website.

Insights to Improve Content

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Track article views, search terms, and feedback to continually improve your content based on what customers actually need help with.

Consistent Information Delivery

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Ensure all customers receive the same accurate, approved information, reducing miscommunication and strengthening brand credibility. No more differing advice from different agents.

Improved Agent Efficiency & Onboarding

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Your service team can quickly direct customers to relevant articles, saving time on repetitive questions. It also acts as a powerful internal resource, significantly speeding up the onboarding and training process for new support agents.

Inclusions

The HubSpot Knowledge Base setup service assists businesses in creating and organising a self-service portal for customer queries. This includes Knowledge Base Configuration and the Importing of Articles (where supplied), For higher tier products it also includes category and article creation.
Enquire about this service
Essentials
The Essentials Knowledge Base Configuration service establishes the bare basics of a knowledge base, readying your team to begin adding content. This service sets up foundational aspects of the knowledge base, facilitating initial engagement and efficiency, and serves as a stepping stone towards a more comprehensive knowledge management strategy.
Essentials+
The Essentials Plus Knowledge Base Configuration service provides a foundation to expand your knowledge strategy, ideal for organisations starting their knowledge management journey. It includes setting up basic categories and a selection of base articles, streamlining access to information and improving user experience, while preparing your knowledge base for further development.
Accelerator
The Accelerator Knowledge Base Configuration service offers a robust foundation for external prospect and customer knowledge strategies. This tier focuses on configuring properties and a general knowledge base, providing a strong base of articles to get started. It's designed to enhance information accessibility and operational efficiency, setting the stage for future strategic expansion.
Enterprise
The Enterprise Knowledge Base Configuration service sets up a centralised, comprehensive centralised knowledge base tailored for prospects, customers, partners and internal teams. This foundational approach enhances access to information, improving user experience and operational efficiency, and prepares for future expansion of your knowledge management strategy.
Knowledge Base Configuration Knowledge Base Configuration
Import Articles (where supported) Import Articles (where supported)
Article Skeleton or Tidy Article Skeleton or Tidy

< 10 Articles

< 20 Articles

< 30 Articles

Categories Creation Categories Creation
Article Creation Article Creation

< 5 Articles

< 20 Articles

Restricted Articles Restricted Articles
HubSpot License Requirements HubSpot License Requirements

Service Pro+

Service Pro+

Service Pro+

Service Pro+

User Admin User Admin

Process overview & timeline

Week 1Week 1-2Week 2Week 3+
Design
Week 1
Design
Design Session
Develop
Week 1-2
Develop
Configuration
Deliver
Week 2
Deliver
Training & Go Live!
Drive
Week 1
Drive
Scheduling + Budget, risk & change management + Progress updates

Our Team & Roles

View our team
Project Management
Keeps everything on track.
project-icon
Project Management
Keeps everything on track.
CRM Lead

Owns CRM-driven knowledge base strategy.

CRM General
CRM Lead

Owns CRM-driven knowledge base strategy.

FAQs

What is a Knowledge Base, and why do I need one?

It's a centralised hub of articles, guides, and FAQs. It empowers self-service, reduces support requests, improves customer satisfaction, and frees your team for complex issues.

Can we track article performance and usage?

Yes. HubSpot provides built-in reporting and analytics so you can track what users are searching for, which articles they view, and how helpful they are. We can also set up custom dashboards to surface the insights that matter most.

Can we link the knowledge base with our chatbot or support system?

Yes. We can integrate your knowledge base with HubSpot’s chatbot or third-party support tools to surface relevant articles in real time—reducing friction and resolving issues faster.

How does the HubSpot knowledge base integrate with other HubSpot tools?

It integrates seamlessly with the HubSpot CRM, allowing you to track which knowledge base articles customers have viewed, preventing redundant information sharing. It also serves as a quick reference tool for your support team within the HubSpot platform.

Who can benefit from using this Knowledge Base Product?

Our Knowledge Base product is ideal for businesses of all sizes looking to improve customer support, empower their users with self-service options, and streamline internal information sharing. This includes customer service teams, product support specialists, marketing departments, and anyone looking to organise and disseminate information effectively.

How does the Knowledge Base improve customer support?

By providing a comprehensive self-service option, your customers can quickly find answers to common questions without needing to contact your support team. This reduces ticket volume, frees up your support agents to handle more complex issues, and improves overall customer satisfaction due to faster resolution times.

Is the content in the Knowledge Base searchable?

Yes, robust search functionality is a core feature of our Knowledge Base Product. Users can easily search for keywords, phrases, or topics to quickly find the information they need, enhancing the self-service experience.

Is the Knowledge Base easy to set up and manage?

Yes, our Knowledge Base Product is designed for ease of use. It features an intuitive interface and user-friendly tools for content creation, organisation, and publishing. You don't need any coding knowledge to get started.

Testimonials

  • I’ve just always found that their problem solving and their ability to just come to the table with a solution has been genuinely quite a rare and satisfying experience.

    Andy Antonini
    Head of Customer Experience

    Coronation

  • I’m really proud of the company-wide adoption. It’s being used across sales, marketing, operations and customer service.

    Amrita Sidhu
    Managing Director

    Medianet

  • The team is process oriented, disciplined, and have mapped all our key processes and workflows to a level of detail that I have never seen done before. Very impressive. I highly recommend working with Hype & Dexter.

    Jek Tan
    CEO

    Integricity

  • The team are highly competent, reliable and have deep product expertise, they know HubSpot's product and team extremely well, resulting in a strong and effective working relationship.

    Fabio Pancaldi
    ANZ Sales and Partnerships Director

    HubSpot