A knowledge base in SharePoint allows organizations to centralize, organize, and share information effectively. Whether it’s for internal documentation, FAQs, troubleshooting guides, or policy documents, a SharePoint-based knowledge base ensures that employees can quickly find and access the information they need.
In this guide, we will cover:
✔ Why Use SharePoint for a Knowledge Base?
✔ Planning Your Knowledge Base Structure
✔ Step-by-Step Setup Guide
✔ Best Practices for Managing a Knowledge Base
1. Why Use SharePoint for a Knowledge Base?
✔ Centralized Information Storage – Store all organizational knowledge in one place.
✔ Easy Search & Navigation – Use SharePoint’s search functionality, metadata, and filters to quickly find information.
✔ Collaboration & Version Control – Allow multiple users to contribute and track changes over time.
✔ Integration with Microsoft 365 – Easily link SharePoint with Teams, OneDrive, and Power Automate.
✔ Access Control & Security – Restrict access based on user roles and permissions.
Example Use Case: A company creates a SharePoint-based knowledge base for IT troubleshooting guides so employees can quickly resolve common tech issues without contacting IT support.
2. Planning Your Knowledge Base Structure
Before setting up the knowledge base, define:
✔ Content Categories – Identify the types of information you’ll include (e.g., Policies, FAQs, How-To Guides).
✔ Permissions & Access – Decide who can view, edit, and contribute to the knowledge base.
✔ Metadata & Tags – Use keywords and tags to organize and filter content efficiently.
✔ Search & Navigation – Implement an intuitive search experience for users.
Suggested Knowledge Base Structure in SharePoint:
📂 Top-Level Site: “Company Knowledge Base”
📂 Document Libraries: “Policies,” “User Manuals,” “FAQs,” “How-To Guides”
📂 Lists: “Common Issues Tracker,” “Employee Questions”
📂 Pages: “Search Portal,” “Featured Articles”
3. Step-by-Step Setup Guide
Step 1: Create a SharePoint Site for the Knowledge Base
- Go to SharePoint Online and click Create Site.
- Select Communication Site (best for a knowledge base).
- Name the site (e.g., “Knowledge Hub”) and set privacy settings.
- Click Finish to create the site.
Tip: Use a Communication Site to make knowledge easily accessible to all users.
Step 2: Add Document Libraries for Knowledge Categories
- Navigate to the newly created site.
- Click Site Contents > New > Document Library.
- Name the library (e.g., “Policies and Procedures”).
- Repeat for other categories (e.g., “FAQs,” “Troubleshooting Guides”).
Tip: Use separate libraries for different types of content to keep things organized.
Step 3: Enable Metadata & Tags for Easy Searching
- Go to a Document Library and click Library Settings.
- Click Add a Column and select Choice (Dropdown).
- Name it Category and add values like:
- Policies
- How-To Guides
- IT Support
- HR & Benefits
- Click Save.
Tip: Users can filter documents by category, making search more efficient.
Step 4: Create a SharePoint List for FAQs
- Go to Site Contents > New > List.
- Name the list FAQs and add columns:
- Question (Text Field)
- Answer (Multiple Lines of Text)
- Category (Choice Field: IT, HR, Policies, etc.)
- Populate the list with frequently asked questions.
Tip: Use Views and Filters to show FAQs based on categories.
Step 5: Set Up a Searchable Knowledge Base Page
- On the Home Page, click Edit Page.
- Click + (Add Web Part) and add:
✔ Highlighted Content Web Part – Show featured articles.
✔ Quick Links Web Part – Link to key document libraries.
✔ Search Box Web Part – Allow users to quickly search the knowledge base. - Click Publish to save changes.
Tip: Pin important articles to the home page for easy access.
Step 6: Enable Version Control & Approvals
- Open a Document Library and go to Library Settings.
- Click Versioning Settings and enable:
✔ Major Versioning – Keeps track of document edits.
✔ Require Approval – Ensures content is reviewed before publishing. - Click OK.
Tip: Version control prevents accidental deletion or unauthorized changes.
4. Best Practices for Managing a SharePoint Knowledge Base
✔ Regularly Update Content – Assign owners to update documents and articles.
✔ Use Keywords & Tags – Ensure content is properly tagged for quick search.
✔ Set Permissions – Restrict editing rights to prevent accidental modifications.
✔ Encourage User Contributions – Allow employees to submit new FAQs or troubleshooting tips.
✔ Monitor Usage with Analytics – Use SharePoint Insights to track what content is being accessed.
Example: A company’s HR department ensures that all policies are reviewed every six months to keep information accurate.
5. Common Questions About SharePoint Knowledge Base
Q1: Can I Use a Wiki for a SharePoint Knowledge Base?
Yes! SharePoint offers wiki pages that allow for quick editing and linking between articles. However, using document libraries and metadata provides better searchability and organization.
Q2: How Can Users Search for Information Quickly?
Users can search within SharePoint using:
✔ Global Search Bar – Finds content across all SharePoint sites.
✔ Library Filters & Metadata – Helps users refine search results.
✔ Custom Search Web Parts – Displays filtered knowledge base content.
Q3: Can I Restrict Access to Certain Documents?
Yes! SharePoint Permissions allow you to restrict access:
✔ Site-Level Permissions – Limit access to the entire knowledge base.
✔ Library Permissions – Control access at the document library level.
✔ Item-Level Permissions – Restrict individual documents.