With most of my projects it is gradual:
1. We start by building basic FAQs and opening Q&A board or Support Ticket system on the website for people to navigate.
2. Once the first questions, comments, reviews, etc. start coming in - we build the manual for our CS or whoever communicates with the customer (aka a more detailed internal version of FAQ).
3. As we go, we expand both public FAQ + create actual answer templates for the most common incoming Qs to our support. Helps automate the flow and reduce response times as 9/10 times the things people ask are very repetitive.
But yes, to save time and ensure your customer service is handling every case at the standard set by your company, some form of knowledge based / manual is a must.
Yes, building a Knowledge base for the customer support team and integrating it with the help desk solution will help them serve quickly and better.
We use Document360 for the knowledge base and we have integrated it with Freshdesk for a faster and brilliant response.