The HubSpot Service Hub Knowledge Base
The HubSpot Service Hub knowledge base is available from Professional upwards, tied to the same customer record as everything else, and only useful if people can find the articles.
What the HubSpot Service Hub knowledge base is, and where it lives
The knowledge base is HubSpot self-service content tool. Articles are organised into categories, can be public or restricted to logged-in customers, and can be surfaced by the chat bot and inside tickets.
It sits on Professional and above, which is worth knowing before you plan a self-service strategy on Starter.
What to write, in order
Take your ticket data rather than a content plan.
Placement beats volume
An article nobody sees deflects nothing. Three placements do most of the work.
Measuring it
Track ticket volume for the documented topic before and after. That is the only number that matters, and it's the one that justifies the tier.
Article views tell you what people clicked, not what they stopped asking.
Frequently asked questions
Does HubSpot Service Hub allow a public knowledge base?
Yes, from Professional upwards. To set up a knowledge base in HubSpot Service Hub you connect a domain and publish articles, and the HubSpot knowledge base features include search, categories and article-level reporting.
Which tier includes the HubSpot Service Hub knowledge base?
Professional and above.
Can the HubSpot knowledge base be private?
Yes. Articles can be public or restricted to logged-in customers, which is how you publish account-specific documentation.
The contacts documentation can't prevent
Someone who already emailed and is waiting doesn't need an article. They need you to notice they wrote twice.
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