How HubSpot Knowledge Base Agent Helps Your Customers

When customers need help, they don’t always want to wait for an email reply or a call back. Many prefer to look up the answer themselves and get it right away. That’s where a knowledge base comes in.

HubSpot’s knowledge base is a built-in tool in Service Hub that gives your customers a searchable library of guides, FAQs, and how-to articles. It’s always available, easy to navigate, and connected to your CRM so support teams and customers share the same source of truth.

In this blog, we’ll walk through what the HubSpot knowledge base is, how it improves customer experience, how to create one for your business, and why it’s an essential part of scaling customer support.

What Is a Knowledge Base Agent in HubSpot?

The knowledge base agent in HubSpot uses AI to turn solved customer questions into articles your whole audience can access. Instead of writing everything manually, the agent creates drafts from successful support conversations that your team can quickly review and publish.

It works with the customer agent to build a library of searchable guides, FAQs, and how-to content. Every time an issue is solved, the answer can live on in the knowledge base, giving customers instant self-service support and freeing your team from repeating the same steps.

How Does a Knowledge Base Improve Customer Experience?

Customers expect fast, reliable answers when they run into a problem. A knowledge base gives them the power to find solutions without waiting for an agent. Here are a few ways it makes the customer experience smoother and more satisfying.

1. Self-Service on Demand

Many customers don’t want to reach out to support for simple questions. In fact, 81% of customers try to solve issues themselves before contacting a representative. 

A knowledge base helps them do that by offering step-by-step articles, troubleshooting guides, and FAQs. With everything in one place, customers can find what they need any time of day, without extra back-and-forth.

2. Faster Answers, Less Frustration

Speed matters in customer support. 90% of customers say having an immediate response is their top priority when they ask a question. 

A searchable knowledge base delivers that instant access. Whether it’s checking an account setting or following a how-to guide, customers get clarity right away instead of waiting for an email reply.

3. Confidence During Purchases

A well-built knowledge base supports people who are considering buying from you. 53% of customers are likely to abandon an online purchase if they can’t find a quick answer to their question. 

If your knowledge base covers setup, features, and common concerns, it reduces hesitation and helps more shoppers complete their journey with confidence.

Can I Create a Knowledge Base in HubSpot?

Yes, HubSpot gives you everything you need to create a knowledge base inside Service Hub. The process is simple, but doing it well makes all the difference. Here’s how to set it up step by step.

1. Organize With Categories and Subcategories

Start in your HubSpot account by going to Service > Knowledge Base and opening the Categories settings. Create categories that cover your main support areas, like “Getting Started,” “Billing,” or “Troubleshooting.” 

If you need more structure, you can add subcategories under each one. Here are some common categories and subcategories you can use as a starting point:

• Getting Started → Account Setup, First Login, Profile Settings
• Billing and Payments → Invoices, Refunds, Payment Methods
• Product Features → Feature A, Feature B, Advanced Settings
• Troubleshooting → Common Errors, Connectivity Issues, Step-by-Step Fixes
• Policies and Security → Privacy, Terms of Service, Account Protection

To make categories effective, think like your customers. Use clear terms they’d search for instead of internal jargon. HubSpot also lets you add icons, colors, and featured articles to categories, so they’re easier to navigate.

2. Write Clear, Simple Articles

Once your categories are ready, start creating articles for each common issue. Focus on solving one question per article so customers don’t get overwhelmed. Use short sentences and break instructions into easy steps.

If a process has multiple parts, explain what the customer should expect before moving to the next step.

Visuals make articles far more helpful. Add screenshots of your product showing exactly where to click, or include a short video if the process is tricky. Always match visuals to your current product interface so customers feel confident they’re in the right place.

3. Speed Up Drafting With Breeze AI

Writing every article from scratch takes time, but Breeze Assistant inside HubSpot makes the process faster. 

You can generate drafts directly in the knowledge base editor, either from a blank prompt or by building on existing text like blog posts, support replies, or emails. This makes it easier to turn everyday customer interactions into helpful self-service articles.

To get the most out of Breeze, keep a few best practices in mind:

• Always proofread and edit AI-generated drafts before publishing.
• Adjust the tone so it matches your brand voice.
• Verify details, especially product steps or statistics.
• Balance AI content with human input so articles feel personal and accurate.

Used this way, Breeze is a speed booster. It gives your team a strong starting point, while your edits and product knowledge make the article truly useful for customers.

4. Publish and Connect to Your Website

Once your articles are ready, publish them and connect the knowledge base to your website or customer portal. Make sure it’s easy to find from your homepage or app menu. Adding a search bar makes a huge difference, since most customers come with a specific question in mind.

HubSpot also supports tags, which help improve search results. Use common keywords customers might type so the right articles show up quickly. 

For global teams, you can set languages for each article and publish in multiple languages if you’re on the Professional or Enterprise tiers.

5. Keep It Updated and Measure Performance

A knowledge base only helps if it stays current. Whenever your product or policies change, update related articles. HubSpot makes this easier with the Insights tab under the Knowledge Base tool. 

Here you can track views, average time on page, and ratings to see which articles are working and which need attention.

You’ll also see search data that shows what customers are really looking for. This helps you spot gaps and add new content that matters most. For example, you can:

• Check the most searched terms to see if customers are finding the right content.
• Look at searches with no results and create articles that fill those gaps.
• Review helpful vs. unhelpful ratings to improve low-scoring content.
• Track video views and retention to understand which tutorials are most engaging.

These insights make sure your knowledge base grows alongside your customers’ needs, instead of falling behind.

Why Is a Knowledge Base Important in Customer Support?

A knowledge base makes support more efficient for everyone. Teams spend less time answering the same questions and more time handling complex issues. Because articles are shared across the board, customers get consistent and accurate answers.

For customers, it means faster support and 24/7 access to reliable information. Whether it’s troubleshooting or billing, they can find what they need without waiting for a reply.

HubSpot’s AI also helps by spotting content gaps and recommending new articles. This keeps your knowledge base growing with customer needs and lets you scale support without overwhelming your team.

Building Smarter Customer Support With HubSpot

A knowledge base helps customers solve problems, freeing your team to focus on complex issues. Reps can spend their time on conversations that need a personal touch. Customers benefit from consistent, accurate information that’s available whenever they need it.

As your company grows, these advantages become even more important. A knowledge base scales with your customer base, helping you maintain high-quality support without overwhelming your team. 

You also get AI tools that recommend new articles, track performance, and ensure your knowledge base evolves with customer needs. It’s a reliable way to improve efficiency, increase satisfaction, and build a support system that grows with your business.

Work With Origin 63

Our team helps companies set up HubSpot in the most effective and strategic ways, including building knowledge bases that scale. We’ll guide you through best practices so you can get the most out of Service Hub and create lasting impact for your customers.

Reach out to us today to get started.