Types of KB resources
You have three options for which type of KB you'll create: text, link or file.
Not sure which one to use for your KB? Here's some guidance.
Will a simple written response resolve the question you're tackling? No documents are needed and your agents don't need to go to any other sites to fix their problem? A text KB will most likely be what you need.
Need to send the agent inquiring about this to another site, like a payroll page or benefits administrator? The link option is your best bet.
Have a document that will work best to respond to this question, like an employee handbook or a reimbursement form? The file KB option will allow you to upload that document for easy retrieval when this question comes up again.
Choose the type of KB that will best fit your needs and add all the information you think a person making the request would need to answer that request.