Knowledge Management Systems
These products won a Top Rated award for having excellent customer satisfaction ratings. The list is based purely on reviews; there is no paid placement, and analyst opinions do not influence the rankings. Read more about the Top Rated criteria.
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…
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,…
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.
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 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…
Notion aims to present users with an all-in-one workspace — for notes, tasks, wikis, and databases, from Notion Labs in San Francisco.
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,…
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 (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…
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.
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 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…
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 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…
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…
Mitratech PolicyHub is a policy management solution designed to create, update, approve and communicate policies to automated knowledge assessments, audit and reporting.
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 (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 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 helps teams that use Slack organize and share important knowledge in one central, searchable, manageable place.
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
- 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 . Others may use to facilitate knowledge management. Knowledge management systems can handle HR data, but they lack the built-in processes found in . Knowledge base systems typically integrate with 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 , , , and . 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.
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.