Deflect Support Tickets with Searchable Knowledge Bases
Turn documentation into a self-service engine that customers actually use. MadCap Flare’s micro content, AI-ready content, and direct integrations with Salesforce®, Zendesk®, and ServiceNow® create knowledge bases that surface answers before users reach your support queue.
Organizations Trust MadCap Flare for Knowledge Bases
120,000
Hours of Support Cut
The Challenge: Transflo’s growing product line overwhelmed support with repetitive inquiries that agents had to handle manually.
The Solution: Built Salesforce®-integrated knowledge bases with MadCap Flare featuring micro content for instant answers.
The Result: Cut 120,000 hours of support time as knowledge base hits grew by thousands weekly.
41%
More KB Page Views
The Challenge: Cognex’s vision-systems documentation was expensive to localize across global markets and customers struggled to find answers.
The Solution: Built a responsive HTML5 knowledge base with Flare and Lingo plus global project linking for translation reuse.
The Result: Knowledge-base page views grew 41% in year one while localization costs dropped 68% over four years.
2,400
Support Hours Saved
The Challenge: Three teams built duplicate content with different tools, causing inconsistent information for customers.
The Solution: Consolidated all content into MadCap Flare with a 24/7 knowledge base portal powering an AI chatbot.
The Result: Cut 2,400 hours of client support in six months while their AI assistant answered 75,000+ questions.
Knowledge bases are searchable, customer-facing content hubs that deflect support tickets and let users help themselves around the clock. They need to surface direct answers in search, feed AI assistants, and stay in sync with the ticketing platforms support teams already run. Flare publishes knowledge base content from a single source, surfaces micro content for targeted search results, and pushes the same articles into Salesforce® Knowledge, Zendesk®, and ServiceNow®.
Everything You Need to Build Knowledge Bases with Flare
Micro Content for Instant Answers
Create concise Q&A pairs that surface directly in search results, giving users immediate answers without clicking through to full topics.
Search Engine Options
Choose MadCap Search with synonym support and keyword ranking or Elasticsearch for fuzzy matching, both help users find answers faster.
Salesforce®, Zendesk®, and ServiceNow®
Publish knowledge base articles directly to your help desk with MadCap Connect plugins, no manual copying between systems required.
Responsive HTML5 Output
Publish knowledge bases as responsive HTML5 sites that adapt to any screen size, plus generate PDFs and embedded help from the same source.
Custom Branding and Skins
Match your knowledge base to your company brand with customizable layouts, colors, fonts, and navigation.
Search Analytics and Insights
Track search queries, topic views, and zero-result searches to identify content gaps and prioritize the articles that reduce the most tickets.
Single Source for Every Channel
Maintain one content repository and publish to your knowledge base, PDF manuals, in-app help, and support portals simultaneously.
MadCap Flare Resources for Knowledge Bases
Videos & Tutorials
Watch tutorials and demos covering micro content creation, search tuning, HTML5 output configuration, and knowledge base best practices in MadCap Flare.
Watch Videos
Customer Showcase
Explore real-world knowledge bases and self-service portals built with MadCap Flare by organizations like Cognex, Bullhorn, and Transflo.
Browse Customer Showcase Samples
Browse Showcase
Product Overview
Learn about MadCap Flare’s full feature set for single-source publishing, content reuse, and responsive knowledge base creation.
Learn MoreFrequently Asked Questions
Unlike wikis and basic help center tools, MadCap Flare gives you full control over content structure, search behavior, branding, and output format. You author in a professional XML editor with content reuse, conditional text, and version control, then publish as a responsive HTML5 knowledge base, PDF, or embedded help from a single source. Customers like Cognex and Bullhorn chose Flare specifically because wikis could not deliver the search quality and branded experience they needed.
Yes. MadCap offers dedicated plugins, MadCap Connect for Salesforce®, MadCap Connect for Zendesk®, and MadCap Connect for ServiceNow®, that let you publish articles directly from Flare into your existing help desk. The plugins preserve images, links, and formatting, so you maintain one content source in Flare while keeping your support platform up to date.
Flare’s Micro Content Editor lets you create concise question-and-answer pairs that appear directly in search results, similar to Google®’s featured snippets in search results. Users get immediate answers without opening a full article, which increases self-service resolution rates. AdvancedMD used analytics to identify their most-searched topics, built micro content for each, and measurably improved the user experience across their knowledge base.
Yes. Flare’s single-source publishing is built for exactly this. You maintain one content repository leveraging snippets, variables, and conditional tags, then publish targeted outputs, a customer knowledge base, an internal intranet, a PDF manual, and in-app help, all from the same project. Perforce uses this approach to serve multiple products and audiences while keeping every output consistent and up to date.
Flare Online includes built-in analytics that track search queries, topic views, and zero-result searches so you can see exactly what users look for and where they hit dead ends. Transflo uses these metrics alongside Salesforce® data to correlate knowledge base usage with support volume reductions, confirming that self-service growth directly offsets support costs.
Build Better Knowledge Bases with MadCap Flare
Create searchable, responsive self-service portals that deflect tickets and help customers find answers fast. Start a free trial or request a demo to see Flare in action.
