An empty knowledge base can be created directly from the KB folder, in which case, it would have to be fed manually. A knowledge base can also be generated from an existing Outlook item such as email, task or appointment. Generated knowledge base item will then inherits the email body (and its format) as well as any number of attachments. Technicians or helpdesk managers would then tag with a problem category and one of the type available for that selected category.

Empty knowledge base

From Emails/Tasks/Appointments