Knowledge Management Systems

Knowledge Management Systems Overview

Knowledge Management Systems provide a platform for storing, organizing, and sharing frequently requested or needed information. They tend to be very configurable platforms, since the structure and application of knowledge management software will vary dramatically from organization to organization. This level of customization tends to require bespoke implementation and clear internal owners of the platform. On the other hand, this configurability will also allow organizations to use the system to serve multiple use cases at once.

Knowledge management systems can be used internally to store and share company and team information. They can also be shared externally to provide company or product information to customers or users. Self-serve repositories of information are also often referred to as knowledge base systems, especially when used to share information with external users.

Knowledge management systems are also designed to handle a wide range of knowledge formats. This can include:

  • Historical reporting
  • Process or technical documentation
  • Timeline tracking
  • Team data
  • Contact information
  • FAQs
  • Tutorials
  • Community/forum discussions

Knowledge management systems primarily help users access information more quickly, easily, and reliably. These products can dramatically reduce the time it takes for users to search for the required information. They also mitigate the time and effort spent re-learning and re-teaching knowledge internally. Proper knowledge management can lessen the risk of knowledge loss from employee turnover.

A good customer-facing knowledge base system can increase customer satisfaction and decrease help desk employees’ workload. Customers can find the answers to commonly asked questions on their own, saving time for them and the customer service team.

Knowledge management is a broad category and has significant overlap with other categories. For instance, some organizations will use knowledge management systems as rudimentary learning management systems. Others may use business process management systems to facilitate knowledge management. Knowledge management systems can handle HR data, but they lack the built-in processes found in HR management systems. Knowledge base systems typically integrate with content management systems so they can be displayed on your company’s website.

Top Rated Knowledge Management Products

Knowledge Management Systems TrustMap

TrustMaps are two-dimensional charts that compare products based on trScore and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.

Knowledge Management Products

(1-25 of 121) Sorted by Most Reviews

The list of products below is based purely on reviews (sorted from most to least). There is no paid placement and analyst opinions do not influence their rankings. Here is our Promise to Buyers to ensure information on our site is reliable, useful, and worthy of your trust.

Microsoft SharePoint

Microsoft's SharePoint is an Intranet solution that enables users to share and manage content, knowledge, and applications to empower teamwork, quickly find information, and collaborate across the organization.

Bloomfire
Customer Verified
Top Rated

Bloomfire provides knowledge engagement, aiming to deliver an experience that connects teams and individuals with the information they need to excel at their jobs. Their cloud-based knowledge engagement platform aims to give people one centralized, searchable place to engage with…

Zendesk Support Suite

The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,…

Key Features

  • Ticket creation and submission (88)
    75%
    7.5
  • Ticket response (87)
    73%
    7.3
  • Organize and prioritize service tickets (87)
    67%
    6.7
Atlassian Confluence

Confluence is a collaboration and content sharing platform used primarily by customers who are already using Atlassian's Jira project tracking product. The product appeals particularly to IT users.

Key Features

  • Document collaboration (102)
    85%
    8.5
  • Notifications (105)
    84%
    8.4
  • Search (105)
    80%
    8.0
MindTouch

MindTouch is a customer experience management platform with content management and help authoring capabilities. Formerly known as MediaWiki, it is optimized for building knowledge bases for customer self-service and agent assistance purposes.

ServiceNow IT Service Management

ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release…

Key Features

  • Organize and prioritize service tickets (64)
    94%
    9.4
  • Self-service tools (62)
    83%
    8.3
  • Subscription-based notifications (60)
    75%
    7.5
Guru

Guru is a knowledge management platform that integrates with Slack, as well as feeds product information into a company's sales enablement, customer support, and content marketing channels.

Notion

Notion aims to present users with an all-in-one workspace — for notes, tasks, wikis, and databases, from Notion Labs in San Francisco.

Key Features

  • Document collaboration (20)
    93%
    9.3
  • Task Management (19)
    86%
    8.6
  • Search (20)
    77%
    7.7
Coda

Coda, from Coda Project headquartered in San Francisco, is a template-based document generation solution, supporting a variety of use cases presented by the vendor as ideal for smaller companies that might otherwise be relying on spreadsheets to maintain (for instance) product development,…

Sprinklr Modern Care

Modern Care is a digital-first, proactive customer experience solution that lets brands analyze billions of conversations in real-time. Sprinklr’s AI engine taps into conversations across chat, social, messaging, email, SMS, voice, and video to identify intent and sentiment, using…

Tridion

Tridion (formerly SDL Tridion) aims to connect people, processes, and information through a complete portfolio of collaborative Content Management, Knowledge Management and Headless delivery technologies. Combine with Accelerators for fast time-to-value and RWS Translation Management…

Key Features

  • Admin section (8)
    90%
    9.0
  • Role-based user permissions (9)
    90%
    9.0
  • WYSIWYG editor (8)
    80%
    8.0
Zoho Desk

Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.

eXo Platform

eXo Platform is an open-source, social-collaboration software designed for enterprises. Some key features include: Enterprise Social Network, Enterprise Content Management and Social Collaboration.

Key Features

  • Mobile Access (6)
    100%
    10.0
  • Search (6)
    100%
    10.0
  • Task Management (6)
    100%
    10.0
Stack Overflow for Teams

Stack Overflow for Teams is a team knowledge management and Q & A platform for development billed per teammate, featuring roles and permissions, and integrations with popularly used collaboration tools.

Spekit

Spekit is an in-app digital enablement and learning platform designed to help employees learn their tools and navigate process changes by accessing answers and enablement resources in real-time, everywhere they work. Built by sales ops professionals for growing & remote teams,…

Trainual

Trainual is a modern training manual for growing businesses. It provides one simple tool that aims to help users centralize processes and policies, automate onboarding and training, and build a foundation to scale faster. The vendor says Trainual is designed for small to medium sized…

Key Features

  • Learning content (9)
    95%
    9.5
  • Progress tracking & certifications (9)
    95%
    9.5
  • Course authoring (8)
    94%
    9.4
Verint Knowledge Management

Verint Knowledge Management aim to help agents find and share the information needed to answer both customer inquiries and questions they may have themselves. The solution helps ensure the answers agents access are consistent, up to date, and easily accessible.

Igloo

Igloo Software is a social business software company that builds digital workplaces and intranet solutions to support online communities and businesses of any size. It is a suite of content management, collaboration and knowledge sharing tools within one secure social networking…

ServiceNow Customer Service Management

Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented…

Key Features

  • Ticket creation and submission (7)
    88%
    8.8
  • Organize and prioritize service tickets (7)
    77%
    7.7
  • Ticket response (7)
    66%
    6.6
Document360

Document360 by Kovai is presented by the vendor as a knowledge base software that scales with a product. Document360 helps users' teams create, collaborate and publish self-service knowledge base.

Mitratech PolicyHub

Mitratech PolicyHub is a policy management solution designed to create, update, approve and communicate policies to automated knowledge assessments, audit and reporting.

Zendesk Guide

Zendesk Guide is a smart knowledge base built to help support teams continuously improve content, keep it up to date, and serve it to customers.

Lessonly Knowledge

Lessonly Knowledge (formerly Obie, acquired by Lessonly in July, 2021) integrates internal company documentation into one single source of truth for knowledge sharing and management. Since the August 2021 acquisition, Lessonly is a Seismic company.

ServiceNow HR Service Delivery

ServiceNow HR Service Delivery contains a full HRSD suite of applications, supporting HR case management, HR document retention, enterprise onboarding and transition support, and also employee self-service with intelligence agent.

Tettra

Tettra helps teams that use Slack organize and share important knowledge in one central, searchable, manageable place.

Learn More About Knowledge Management Systems

What are Knowledge Management Systems?

Knowledge Management Systems provide a platform for storing, organizing, and sharing frequently requested or needed information. They tend to be very configurable platforms, since the structure and application of knowledge management software will vary dramatically from organization to organization. This level of customization tends to require bespoke implementation and clear internal owners of the platform. On the other hand, this configurability will also allow organizations to use the system to serve multiple use cases at once.

Knowledge management systems can be used internally to store and share company and team information. They can also be shared externally to provide company or product information to customers or users. Self-serve repositories of information are also often referred to as knowledge base systems, especially when used to share information with external users.

Knowledge management systems are also designed to handle a wide range of knowledge formats. This can include:

  • Historical reporting
  • Process or technical documentation
  • Timeline tracking
  • Team data
  • Contact information
  • FAQs
  • Tutorials
  • Community/forum discussions

Knowledge management systems primarily help users access information more quickly, easily, and reliably. These products can dramatically reduce the time it takes for users to search for the required information. They also mitigate the time and effort spent re-learning and re-teaching knowledge internally. Proper knowledge management can lessen the risk of knowledge loss from employee turnover.

A good customer-facing knowledge base system can increase customer satisfaction and decrease help desk employees’ workload. Customers can find the answers to commonly asked questions on their own, saving time for them and the customer service team.

Knowledge management is a broad category and has significant overlap with other categories. For instance, some organizations will use knowledge management systems as rudimentary learning management systems. Others may use business process management systems to facilitate knowledge management. Knowledge management systems can handle HR data, but they lack the built-in processes found in HR management systems. Knowledge base systems typically integrate with content management systems so they can be displayed on your company’s website.

Knowledge Management Systems Use Cases

Some knowledge management systems are designed to support specific use cases. Internal knowledge management systems can include work instructions (especially for technical work), as well as best practices and standard operating procedures (SOPs). Outside of day-to-day use, knowledge management systems are used internally for onboarding instructions, HR documentation, and employee training.

Externally facing knowledge base systems can also help customers or external users access useful knowledge. For example, they often provide FAQs for customers or site visitors, Wikis and forums, or support customer self-service.

Knowledge Management Systems Comparison

Consider these factors when comparing knowledge management systems:

  • Internal Vs. External Use: Is this system going to be used internally, externally, or both? For internal use only, security features, audit trails, and version control might be more important than appearance and design. For a customer-facing system, integration with your content management system, support for any types of content you want to share, like video and forums, and easy search and navigation are likely most important.
  • Ease of Use: The user interface should be easy to navigate and as self-explanatory as possible. Otherwise, much of the self-service utility of the platform will be lost.
  • Standalone vs. Suite: Knowledge management systems are frequently offered as suites with other kinds of software, including CRM, Help Desk, Project Management, and Intranet. Standalone solutions are typically less expensive, but if your company will be using a knowledge management system in conjunction with these other systems anyway, a suite may make the most sense.

Start a knowledge management systems comparison here

Knowledge Management Systems Pricing Information

Pricing for knowledge management systems varies depending on desired features and whether the knowledge management system is a standalone system or part of a larger software suite. Pricing is typically per user, per knowledge base, or both. Entry level plans start around $5-$15 per user per month or $50-$100 per knowledge base per month and increase to several thousand dollars per month for large teams with complex use cases. Many vendors offer free trials, as well as free plans for small teams.

Knowledge Management Systems Best Of Awards

The following Knowledge Management Systems offer award-winning customer relationships, feature sets, and value for price. Learn more about our Summer Best Of Awards methodology here.

Best Of Summer 2022 Awards Winners for the Knowledge Management category. For Best Relationship, first place is Bloomfire. For Best Feature Set, first place is Bloomfire. For Best Value for Price, first place is Bloomfire.

Related Categories

Frequently Asked Questions

What do Knowledge Management Systems do?

Knowledge management systems allow users to create customizable methods for structuring, organizing, and storing knowledge, regardless of the data type. They can be used internally to track and maintain ongoing or historical knowledge, or externally to assist users or customers with frequently asked questions or other valuable knowledge.

What are the benefits of using Knowledge Management Systems?

Internal knowledge management systems help mitigate the impact of employee turnover and improve the efficiency of sharing existing knowledge. External knowledge bases improve user experience and decrease help desk requests by making it easier for users to self-serve information.

How much do Knowledge Management Systems cost?

Pricing for standalone knowledge management systems starts around $5 per user per month or $50 per knowledge base per month and increases to several thousand dollars per month for larger organizations with more specialized needs. Free trials and limited free versions are available for some products.