The HubSpot knowledge base is a self-serve help centre where you publish searchable articles organised into categories, so customers answer their own questions before they open a ticket. It is part of Service Hub, connects to the shared inbox and tickets, and supports multiple languages, which fits teams serving customers across Thailand and the wider SEA region.
Search articles
Getting started with your accountSetup · 4 articles
Bookings and paymentsBilling · 6 articles
Managing your profileAccount · 3 articles
What it does
A help centre your customers actually use
The knowledge base turns your most-repeated answers into structured articles people can find on their own.
Searchable articles
Customers search by keyword and land on the right answer in seconds.
Categories and subcategories
Group articles by topic so the help centre stays easy to navigate as it grows.
Multi-language support
Publish the same article in Thai, English, and other languages for SEA audiences.
Linked to the inbox
Agents drop article links into a reply, so common answers go out in one click.
Search insights
See what people searched for and what returned no results, then fill the gaps.
Branded and indexable
Match your colours and domain, and let articles surface in search engines.
Setup
How to launch your knowledge base
-
Map your top questionsPull the repeat tickets from your inbox. The questions agents answer most often are your first articles.
-
Build your categoriesCreate a handful of clear categories so articles have a home before you start writing. Keep the structure shallow.
-
Write and publish articlesDraft each answer, add screenshots where they help, and publish. Aim for plain language a customer can act on alone.
-
Add language variationsFor SEA audiences, publish Thai and English versions of high-traffic articles so customers read in their own language.
-
Review search insightsCheck what people searched for, find the no-result queries, and write the missing articles each month.
Related
Works with the rest of Service Hub
The knowledge base is one part of how Service Hub helps your team handle support at scale.
FAQ
Common questions
What is the HubSpot knowledge base tool?
It is a self-serve help centre inside Service Hub where you publish searchable articles, organised into categories, so customers can answer their own questions. It connects to the shared inbox and tickets, so the same answers your agents give can be turned into reusable articles.
Does the knowledge base support Thai and other languages?
Yes. You can publish the same article in multiple languages, which suits teams serving customers across Thailand and SEA. Visitors can read high-traffic articles in their own language, and you decide which articles get translated based on demand.
Can customers find articles through Google search?
Knowledge base articles can be indexed by search engines when set to be publicly visible, so a customer searching for your product may land on your help centre directly. You can also keep articles private to logged-in audiences if the content is sensitive.
How does the knowledge base reduce support tickets?
When customers find an answer on their own, they do not open a ticket. Agents can also paste article links into inbox replies, so repeat questions get answered in one click. Search insights show which topics need new articles, which tends to lift deflection over time.
Which HubSpot tier includes the knowledge base?
The knowledge base is part of Service Hub on its paid tiers rather than the free tools. The exact features available, such as multi-language and advanced branding, depend on the tier you are on, so it is worth checking the current Service Hub plan details before you commit.