The customer facing aspect of most knowledge base software is essentially just a search box. This is fine if you know the exact term to search but often fails when customers don't know exactly where to start with their issue.
Public Knowledge Books
Private Knowledge Books
useful reports designed to help you make the most out of your knowledge base.
For example, HelpSpot tracks what customers search on and reports to you which searches returned no results. This compelling report lets you dial in on exactly what content you need to add to your knowledge base to reduce your support load.