Knowledge Management Systems
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.
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…
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.
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…
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…
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…
Answerbase is a knowledge management platform for customer support and e-commerce, allowing users to ask questions, receive quality answers, and browse content and articles to meet their demand for information about your products and services. Each system comes with administration…
Wix Answers is a customer support solution that aims to consolidate all support channels in one place—a ticketing system, knowledge management, call center, live chat and built-in analytics. Wix Answers provides:A single view for all real-time and offline support channelsNo more…
What are Knowledge Management Systems?
Knowledge Management Systems provide a platform for 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 are also designed to handle a wide range of knowledge formats. This can include:
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. It also mitigates the time and effort spent re-learning and re-teaching knowledge internally. Proper knowledge management can also lessen the risk of knowledge loss from employee turnover.
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 also facilitate knowledge management. Content management systems are strongly related to knowledge management, but are more focused around organizing static assets compared to dynamic knowledge. Knowledge management systems can also handle HR data, but they lack the built-in processes found in HR management systems.
Knowledge Management Systems Use Cases
Knowledge management systems may be 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 sharing 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. In these cases, making public resources easy to find and access is crucial to a successful system.
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, each product should be easy for users to add content to or edit, to ensure that the resource doesn’t become outdated. For external use, the user experience should be paramount, with easy searchability and intuitive structures.
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.
User Management: How easily, and scalably, can administrators control levels of access to various knowledge? This includes control over who can edit or add content, as well as who can view sensitive knowledge in the first place.