Knowledge Management Systems

Knowledge Management Systems Overview

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:

  • Historical reporting

  • Process documentation

  • Timeline tracking

  • Team data

  • Content management


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.

Top Rated Knowledge Management Products

TrustRadius Top Rated for 2021

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.

Knowledge Management Products

(1-25 of 90) 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

SharePoint

Customer Verified
Top Rated

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

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…

Atlassian Confluence

Confluence

Customer Verified
Top Rated

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

  • Notifications (101)
    86%
    8.6
  • Document collaboration (97)
    86%
    8.6
  • Search (101)
    77%
    7.7
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)
    86%
    8.6
  • Subscription-based notifications (60)
    80%
    8.0
  • Self-service tools (62)
    72%
    7.2
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.

Zoho Desk

Zoho Desk

Customer Verified
Top Rated

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

SDL Tridion

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 SDL Translation Management solutions for…

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.

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…

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,…

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…

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.

PolicyTech

NAVEX Global offers PolicyTech, a software solution designed to enable organizations to improve efficiency and provide employees with easy access to all the policies and procedures that they need. Healthcare, financial, life sciences and industrial manufacturing organizations all…

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.

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.

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.

livepro

livepro headquartered in North Sydney aims to help users provide improved customer service quality and delivery through their simple knowledge management system.

Panviva

The Panviva Knowledge Cloud, from Australian company Panviva, delivers employees the information they need, the moment they need it, omnichannel.

Slite

Slite in Paris provides a digital workspace platform, usable as a corporate knowledge management solution.

Tettra

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

Answerbase

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…

WixAnswers.com

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…

Learn More About Knowledge Management Systems

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:

  • Historical reporting

  • Process documentation

  • Timeline tracking

  • Team data

  • Content management


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.


Start a knowledge management systems comparison here

Frequently Asked Questions

How can knowledge management systems be used?

Knowledge management systems 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 key features of a knowledge management system?

Knowledge management systems should be able to create customizable taxonomies for structuring, organizing, and storing knowledge, regardless of the data type.

What is knowledge management?

Knowledge management is the process of documenting, organizing, and efficiently utilizing information.

What are the benefits of knowledge management?

Knowledge management helps mitigate the impact of employee turnover, improves the efficiency of existing knowledge, and improves the user experience of searching for specific pieces of information.