Good tool for rather small KBs which requers many features.
Updated October 24, 2017

Good tool for rather small KBs which requers many features.

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

MindTouch Responsive

Overall Satisfaction with MindTouch

The UX for end users is good.
Support was significantly improved during the time I worked with MindTouch. I wish MindTouch would facilitate a community area for customer discussions (there used to be one). For example, web forum, listserv, Me Too lists and things like that.
MindTouch is now the 'one stop shop' for all knowledge we want to share with our customers, and also among staff. We use it mainly for technical documentation and support articles, but also release notes, product updates, training and more so that all the content about our products is there.
  • Initial creating of content and content structure. If you use the out of the box look&feel, it is fairly easy to start to populate your instance with content
  • Site structure management is good: opening another branch, moving/copying content from branch to branch. This kind of tasks is easy to do
  • managing users is simple and easy
  • Integration with Salesforce: the search from the SC cases view doesn't work well, and we took that component out of our Salesforce instance. We encourage our support analysts to search on MindTouch native, and that post a link to the relevant page.
  • The internal search engine doesn't always meet our customer's expectations. We do have thousands of pages, and we understand it is difficult to return to the "right" page when there are so many, especially as they are all so alike. Yet Google does that, and we encourage or customers to use Google as the first step to finding knowledge.
  • Reports, report and reports... we rely on Google Analytics, but we are missing am easy way to measure "effort" invested in the Knowledge Base, like: user activity, actions over time (# pages written last week, # pages deleted last month, number of editions by the user X, and such) There are some features for that, but they good only for a small number of users and content. As we have many cooks in our content kitchen, and a lot of content, it isn't sufficient.
  • Having all content type in one place is a huge improvement. The one-stop shop promise is fulfilled.
  • Having the Knowledge Base on a SaaS platform is good.
Yes - We had some content locally installed on MS SharePoint, on Salesforce and other platforms. Each had its pro and cons, but we wanted all of it to be on one platform.
Good for small knowledge bases, where most of the authoring is done by small teams of professional technical writers.
Not so good for large knowledge bases, where most of the contribution is done by non-pro technical writers.