Asking for examples usually means asking what should be in it, and screenshots of somebody else's base answer that badly because the interesting part is never the layout. What repeats across companies is the category structure, and six categories turn up in nearly every internal base that is still being used a year after launch.
Getting access to things
How to get into a system, who approves it, what to do when the approval bounces. The largest single category in most companies and the one with the highest ratio of questions to words, because the answer is short and the question is constant. Start here if you are starting anywhere.
What we tell customers
The answers your own people give outwards: about a fee, a delay, a policy, an exception. These need the tightest ownership in the base because an out-of-date answer here leaves the building. Keep them separate from the customer-facing articles even when the words overlap, because the internal version carries caveats the public one cannot.
How this system works
The internal tools nobody outside the company has heard of, each with the four things people ask: what it is for, how to get in, who owns it, what to do when it breaks. Written by the team that owns the system and reviewed when they change it.
Who owns what
A directory of responsibility rather than of people: which team answers for this service, this contract, this customer segment. It goes stale fastest and it is worth having anyway, which is an argument for deriving it from something people already maintain rather than typing it.
The exceptions and why they exist
Every company has customers, accounts or cases that are handled differently, and the reason is usually in one person's head. Writing down the exception and the reason is the single highest-value thing an internal base holds, because it is the knowledge that is genuinely irreplaceable when that person leaves.
What to do when something goes wrong
Who to call, in what order, what to say to whom. This category is read under pressure by somebody who is already stressed, which is an argument for short pages with the action in the first line and the explanation below it.
Questions people ask about internal knowledge base examples
How many articles should we expect?
Fewer than people imagine. Most companies of a couple of hundred people are well served by dozens of articles covering the questions actually asked twice, and a base of several hundred pages usually means somebody imported a folder.
Should policy live in the base?
No. A policy is a rule people acknowledge and the acknowledgement is the point of it; a base article is a reference nobody signs. Link to the policy from an article that explains what it means in practice.
What is the most commonly missing category?
The exceptions. It is the one nobody proposes because everybody assumes it is obvious, and it is the one whose absence hurts most when the person who knew leaves.