A knowledge base is recommended for any hosting provider. It does save a lot of unnecessary tickets for trivial issues such as connecting to email or installing WordPress.
Also it will help with SEO as it provides you with a way to keep adding fresh content to the site which Google does like.
Knowledgebase on web hosting sites which I bought hosting plans from, are really necessary and important for me if they guide how to do setups, configurations with their hosting.
Vice versa, I have submit tickets to ask if I don't know functions on my web hosting.
Many hosting providers have set up knowledgebase as a blog or a question and answer site, which is benefit to SEO for their sites, I think it work as well for both cases, their customers (visitors) and search engines.
You don't really have to use it I mean the fact that if its whmcs I don't think it can be disabled it will just go un used. I personally never used it I prefer to just put everything in pdf form and add it to the downloads section so that clients can download a nice business like pdf and read whatever they need to read and what not.
People usually choose to provide support in one of the following ways:
-Knowledgebase and ticketing sytem
-support on forums
-or a combination of the three
Knowledge bases would cut down having to answer the same question over and over again. It's also a quick reference for new customers that many customers have come to look for in a web host. However, it is not essential for your business, as a regular FAQ would be fine.
Knowledgebase is very useful for web hosting companies.
1. It helps customer find answers to most of their queries which cuts down the customer support cost.
2. Knowledgebase articles help a lot in organic SEO.
3. You can save time and money training your technical staff who can learn a lot by referring to knowledgebase alone.
It comes down to personal preference, its usefull but not a must, there are quite a few hosts with outdated knowledge bases which cause more confusion and frustration for the customer than actually helping them.
Having Good and updated KB is always good and it should always related to your setup and not any cut copy paste ones. I know many hosting companies run by the owner himself and for such guys I will say Knowledge base is the best partner as they can help the customers a lot and when a new issue is mentioned by the customers he should add that to the kb and keep on increasing the KB. The only thing is items should be well organized. I know some hosting companies improved their Alexa Rankings after having a good number of Knoledgebase articles