The purpose of a knowledge base in tech support is to provide a centralized repository of information, solutions, and resources to assist both customers and support teams. It includes articles, FAQs, troubleshooting guides, and manuals, allowing users to resolve issues independently. This not only enhances customer satisfaction by providing immediate access to information but also reduces the workload on support staff, enabling them to focus on more complex incidents. Additionally, a well-maintained knowledge base can foster better community engagement and serve as a valuable training tool for new employees.