Knowledge Management Systems

TrustRadius Top Rated for 2023

Top Rated Products

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Bloomfire

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…

2
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.

All Products

(1-25 of 293)

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Freshdesk

Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk…

2
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.

3
Guru

Enterprise AI Search, Intranet, and Wiki in one platform. Guru lives in tools organizations already use, so no need to context switch. Users can find info across any app, have an expert help if the info can't be found, and let Guru proactively identify knowledge gaps, duplicate knowledge,…

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4
Bloomfire

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…

5
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.

6
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.

7
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…

8
Notion

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

9
Sprinklr Service

Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights. Sprinklr Service – Enables customers…

10
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,…

11
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…

12
Zoho Desk

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

13
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.

14
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.

15
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,…

16
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.

17
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…

18
iManage Work

iManage Work is a document management solution formerly known as HP Worksite. iManage was divested from Hewlett-Packard in 2015 and is now an independent company, headquartered in Chicago.

19
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.

20
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…

21
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.

22
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…

23
Mitratech PolicyHub

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

24
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.

25
Zoho Wiki

Zoho Wiki is presented by the vendor as an easy to use knowledge management tool, caters to the particular needs of teams within the organization. With it users can effectively create and share knowledge.

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.

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.

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.