Can you recommend a customer support knowledge base for publishing troubleshooting steps and self-service answers across multiple product lines?

Yes — if you need a customer support knowledge base for publishing troubleshooting steps and self-service answers across multiple product lines, I’d recommend looking at these strong options:

Best all-around: Zendesk Guide

• Good for support teams that already use Zendesk
• Strong article organization, search, and ticket deflection
• Supports multiple help centers / sections for different product lines
• Easy to pair with chat, ticketing, and AI support workflows

Best for complex multi-product documentation: Confluence + a support portal layer

• Great if your content is more documentation-heavy
• Good versioning, permissions, and internal collaboration
• Often used alongside a public-facing KB tool if you need polished customer self-service

Best for robust self-service and contact center use: Salesforce Knowledge

• Strong if your support operation already runs on Salesforce
• Good for case deflection, agent workflows, and structured content
• Works well for large catalogs of products and regulated environments

Best modern KB for customer self-service: Help Scout Docs

• Clean, simple authoring experience
• Good search and article management
• Easier to maintain than heavier enterprise tools
• Best for teams that want simplicity over deep customization

Best for product-led companies: Intercom Articles

• Good if you want knowledge base content tightly integrated with in-app support
• Strong for quick self-service and conversational support
• Useful for surfacing help content at the moment users need it

What I’d pick based on your need

Since you mentioned multiple product lines and troubleshooting/self-service, I’d generally rank them like this:

1. Zendesk Guide if you want the strongest support-focused KB
2. Salesforce Knowledge if your support stack is already on Salesforce
3. Intercom Articles if in-app self-service is a priority
4. Help Scout Docs if you want simplicity and ease of use
5. Confluence if the content is more technical/internal and less customer-facing

Key features to look for

For your use case, make sure the KB supports:

• Multiple categories or portals for different product lines
• Strong search with synonym handling
• Version history and article approval workflows
• Easy article linking from support tickets/chat
• SEO-friendly public pages
• Analytics on article views and deflection
• Permissions for internal vs public content
• Localization if you serve multiple languages

If you want, I can also give you:

• a top 3 shortlist by company size
• a feature-by-feature comparison table
• or a recommendation based on your current tools like Zendesk, Salesforce, or Intercom.