HubSpot Knowledge Base Agent: Create AI-Powered Support Articles

AI-powered self-service starts with better documentation. HubSpot’s Knowledge Base Agent helps you scale support by turning past tickets into helpful content.

What It Is

Knowledge Base Agent is HubSpot’s generative AI tool designed to create support articles directly from your resolved tickets. It lives inside the HubSpot Service Hub and works alongside your existing ticketing system and knowledge base.

Instead of manually writing every help doc, your team can now use AI to suggest article drafts based on resolved issues — saving time and ensuring your content reflects real customer needs.

It’s designed for:

• Support teams building or scaling a knowledge base

• Ops leaders focused on improving ticket deflection

• CS or onboarding teams who need scalable documentation

What People Get Wrong

The most common misconception? Treating Knowledge Base Agent like a one-click solution.

Teams often:

• Publish articles without reviewing for clarity, accuracy, or tone
• Skip tagging tickets, which makes AI suggestions irrelevant or inconsistent
• Rely on one rep’s writing style, creating a messy knowledge base over time

We’ve seen threads on LinkedIn and in community Slack groups where users complain that:

How to Use It Strategically

Knowledge Base Agent isn’t just for reactive support, it’s a proactive asset.

Here’s how different teams can use it:

• Support: Turn repetitive questions into searchable articles that deflect tickets

• Onboarding: Create step-by-step guides that match actual customer issues

• Success: Build a living resource center tailored to real-time client needs

• RevOps: Standardize content taxonomy and reduce support-to-CS handoff friction

In high-volume verticals like EdTech or B2B SaaS, this helps you reduce training load, shorten onboarding time, and build long-term customer self-sufficiency.

Tactical Setup Tips

Here’s how to configure Knowledge Base Agent for maximum quality:

• Tag every resolved ticket
  • Use consistent categories to help the AI surface relevant topics
• Set article review workflows
  • Route every suggested draft through a content or support lead for QA
• Align formatting with your existing help docs
  • Headings, bullets, and structure matter — consistency boosts usability
• Use workflows to flag repeat topics
  • If multiple articles suggest the same topic, prioritize it in your docs roadmap
• Train your team to rate and refine suggestions
  • HubSpot’s AI improves with feedback — make that loop part of your process

Scaling Impact

Knowledge Base Agent helps you:

• Increase article creation speed by 2–3x

• Deflect redundant tickets

• Improve content accuracy and relevancy

• Scale onboarding and support without scaling your team

It’s a force multiplier for self-service, especially for fast-growing teams or industries with seasonal surges in support volume.

Need help implementing these tools?

Explore our AI for HubSpot services or contact our team to start using Knowledge Base Agent effectively.