In developing a comprehensive knowledge base, you’ll be developing a Single Source of Truth to house your organization’s collective knowledge in its entirety. From there, your team, your customers, and other stakeholders will be able to use this knowledge as needed to stay productive and to continue on their path to success.
Before you can begin creating your knowledge base and knowledge content, you’ll need to invest in the right software for your specific needs.
In this article, we’ll take a look at some of the top knowledge base tools available today — and help you figure out which will best help you supercharge your knowledge management efforts on the whole.
Before we do that though, we'll look at what features you should look for when trying to figure out the best knowledge base platform for your business.
If you want to skip to the reviews, here’s our list of the best knowledge base software:
- Hubspot Service Hub
- Microsoft Sharepoint
- Help Scout
- Genesys DX
- USU Knowledge Management
Types of Knowledge Base Software
Knowledge base software falls into two main categories:
- SaaS knowledge base software
- Open-source knowledge base software
SaaS Knowledge Base Software
SaaS knowledge base software allows customers to pay a subscription fee (typically monthly) in exchange for access to the provider's software. The benefit of this is that the provider hosts the software on their server as well as takes care of performance, maintenance, and security. The provider also offers various levels of service and support to its individual clients.
Going with SaaS knowledge base software frees your business from difficult hardware and software management, allowing you to create a knowledge base in minutes while keeping costs and downtime to a minimum.
Open Source Knowledge Base Software
Open source knowledge base software provides your business with access to the source code for the KB software — your team can then inspect as well as tailor the software to their specific needs.
While this gives you total control of what your knowledge base looks like as well as what features it has, it also means that your team will be responsible for maintaining the software as well as the servers on which their knowledge base will be hosted.
Essential Knowledge Base Software Features
While no two knowledge base tools are exactly alike, most modern KB software offer a similar range of features and functions.
Or, at least, they should.
In other words, if you’re just starting to look for the best knowledge base software that’s right for your team, you should at least be sure that your tool of choice offers the following.
Knowledge Creation Features
The best knowledge base software should enable your team to create accessible, comprehensive, and digestible knowledge content with relative ease.
An intuitive, user-friendly interface is crucial here. Non-technical teams, specifically, should look for tools that make creating content as easy as possible.
Some key features to look out for here:
- Word processor-like editing
- Drag-and-drop formatting
- Customizable templates for various types of knowledge content
Tech-savvy teams, on the other hand, may want more advanced customization capabilities, such as the ability to edit their KB’s HTML code.
(They may even opt for an open-source knowledge base tool in the first place.)
The ability to inject multimedia content within your knowledge assets is also critical. This is especially true when it comes to tacit knowledge, which isn’t typically communicated very well through text.
Your KB software should also allow your team to create knowledge content collaboratively, in real-time, from any internet-ready device. Tagging, commenting, and task-assignment features can also enable knowledge managers to keep team members in the loop at all times when creating new content.
Knowledge Organization and Administration Features
As you create more and more knowledge content, you’ll need to be able to keep it organized.
Again, your KB software of choice should make this as easy as possible.
For one, it should allow you to organize your knowledge content into categories and subcategories — and potentially even further.
Content tags provide an alternative method for categorizing knowledge, which in turn provides the end-user with even more opportunities to dive deeper and learn more about specific topics.
Versioning features are common amongst today’s top knowledge base tools. This allows you to visualize the evolution of your knowledge content over time — and makes it easy to revert to previous iterations of your content as necessary.
You may also want to look for a tool that allows you to set permissions and restrictions on your knowledge content. This will ensure your content remains intact and under safekeeping — and that you’re never in jeopardy of losing this valuable content entirely.
Knowledge Presentation and Accessibility Features
Ensuring your end-users can access and derive value from your knowledge content is pretty much the whole point of creating a knowledge base.
It’s vital, then, that your chosen KB tool include advanced search capabilities and automated browsing functions.
As for search features, you’ll want to look for tools that offer:
- AI-powered keyword identification
- Support for PDFs and other file formats
- Dynamic search suggestions
Your KB tool should also make it easy to optimize your knowledge content for SEO purposes. As we discussed earlier, this can help you gain some major visibility in front of brand new, high-priority leads.
You also want to be sure your users can access your knowledge content on various channels. Some modern knowledge bases go as far as to provide chatbot apps and add-ons to automate the content delivery process.
Knowledge Management Optimization Features
Your approach to knowledge management should be ever-improving and ever-evolving.
And your KB tool of choice should enable this at every turn.
For starters, your knowledge base software should integrate with the many other tools in your tech stack. This will truly allow your KB to become your team’s Single Source of Truth — and will solidify knowledge management as an integral part of your team’s operations.
You also want to be sure your knowledge base tool provides in-depth reporting and analytics functions. With this insight in hand, making laser-focused improvements to your knowledge content and overall knowledge management efforts will become second nature to your team.
Finally, if you’re going the SaaS route, take note of your provider’s policies regarding customer service and support. Again depending on your team’s technical prowess, you may need more hands-on onboarding, training, and assistance over time — and you need to be sure it comes with the price of admission.
The 15 Best Knowledge Base Software for Your Business
We know how important it is to create a comprehensive, fully-functional knowledge base.
And we have a pretty clear idea of what “fully-functional” knowledge base software looks like by today’s standards.
Now, let’s take a look at thirteen of the best knowledge base tools around.
Helpjuice’s simple, easy-to-use interface allows teams to begin creating knowledge content and putting together their overall knowledge base within minutes. Those looking for more advanced editing and customization options can dig into their knowledge base’s source code to tailor it to their needs.
Teams can collaborate remotely and in real-time directly within Helpjuice’s interface. Managers can assign tasks, make comments, and request revisions with ease — and can just as easily keep track of version history for each piece of content created.
As time goes on, Helpjuice’s reporting and analytics dashboard will help you make improvements to your knowledge management initiatives that will have a positive impact on your customers’ and your team’s overall productivity.
The best part? All of Helpjuice’s features are available at each pricing tier — making for streamlined scaling of your knowledge management efforts as your company grows in size.
- Easy-to-use article editor with WYSIWYG and markdown options
- Live commenting feature that allows you to collaborate with other members of your team on any knowledge base article in real-time
- Google-like, AI-powered search combs plaintext, PDF, and even image content for keywords and phrases
- Powerful analytics lets you understand how users search and use your knowledge base
- Integrates with a number of other tools directly like Slack, Microsoft Teams, Freshdesk, Salesforce, and more
- Excellent customer support, hands-on user onboarding, and free expert customization
- Starter: $120/month for up to four users
- Run-Up: $200/month for up to 16 users
- Premium Limited: $289/month for up to 60 users
- Premium Unlimited: $369/month for unlimited users
Zendesk is another versatile tool for creating both internal and customer-facing knowledge bases.
Ultimately, Zendesk is all about enabling teams to deliver killer service and support to their customers. Whether via self-service or supercharged hands-on assistance, Zendesk allows you to quickly give your users the info they need to accomplish their current goals — and then some.
For teams looking to grow their customer support efforts around a central knowledge base, Zendesk offers a feature-rich, user-friendly solution. Zendesk’s support for multiple channels (from email and text to social media and live chat) means your employees and your customers will never have to go far to get what they need to succeed.
- AI-powered search and chatbots deliver relevant information immediately and automatically
- Content management and administration tools ensure the integrity of your knowledge content at all times
- Integrates with Zendesk’s other customer service tools, along with hundreds of third-party apps via the Zendesk marketplace
- Suite Growth: $79/month per user
- Suite Professional: $99/month per user
(Note: Zendesk’s lowest two pricing tiers do not include knowledge management functionality.)
Atlassian’s Confluence also aims to help teams supercharge their customer service efforts through strategic knowledge management and a user-friendly knowledge base.
By integrating with Jira’s helpdesk software, Confluence can easily deflect basic support tickets — enabling users to quickly find the solutions they need on their own. Support teams can then track these self-service instances and follow up with customers whenever necessary.
Confluence’s main focus, though, is on collaborative knowledge content creation. Whether creating new content or making improvements to existing knowledge assets, teams can work together in real-time using Confluence — with managers maintaining and doling out administrative control to necessary stakeholders.
- Real-time editing, tagging, commenting, and notifications keep all knowledge creators in alignment
- User dashboards keep teams, customers, and other stakeholders apprised of changes to knowledge base content and overall knowledge management processes
- Integrates with Atlassian’s software suite and dozens of other tools to further solidify your knowledge base as your SSOT
- Free: Up to 10 users, 2GB of storage, and basic documentation features
- Standard: $5/month per user, up to 20,000 users, 250GB of storage
- Premium: $10/month per user, up to 20,000 users, unlimited storage
- Enterprise option available
Hubspot’s entry into the knowledge base software fray is all about helping your customers help themselves.
Like Zendesk and Confluence, Hubspot’s knowledge base tool is part of an all-encompassing suite of tools aimed at enhancing the overall customer experience. By integrating with your CRM, you’ll be able to track user engagement and proactively deliver need-to-know info to your individual customers right when they need it.
Through user tracking and interactive, on-page surveys, Hubspot Service Hub helps you make laser-focused changes to your knowledge content in order to better serve your customers. You can also use Hubspot’s suite to trace customer satisfaction and success to your knowledge base content and other support initiatives.
Hubspot Service Hub Features
- Fully-integrated customer support solution ensures support tickets are always resolved in the most efficient way possible
- Interaction tracking and feedback management enables continuous improvement to knowledge content
- Integrates with thousands of third-party apps via Hubspot App Collections
Hubspot Service Hub Pricing
- Professional: $360/month per user
- Enterprise: $1,200/month per user
- (Knowledge base tool not included in Starter package.)
LiveAgent has been a top name in the customer support software industry for a while now...so it’s no surprise their knowledge base tool appears near the top of this list, as well.
LiveAgent’s user-friendly interface walks teams through the process of creating, configuring, and customizing their knowledge base to their liking. From there, LiveAgent’s WYSIWYG editor makes creating knowledge content a breeze for even the least tech-savvy among us.
Perhaps one of the biggest selling points of LiveAgent’s knowledge base tool is the ability to create multiple KBs as needed. This is an invaluable option for companies that sell a wide variety of technical products, offer multiple services, or serve a number of industries in different ways.
In any case, LiveAgent’s KB tool enhances your team’s ability to deliver effective and efficient customer service in the exact way your customers need.
- Customizable search widget helps point users to the needed solution with ease
- Team-created forums allow employees, customers, and other stakeholders to share knowledge in a traditional digital format
- User-friendly survey and feedback tools make it easy to add to and improve your customer-facing knowledge base in time
- Ticket: $15/month per user
- Ticket + Chat: $29/month per user
- All-Inclusive: $39/month per user
Subscribers at any level (besides the Free version) can create a single knowledge base, with additional KBs offered at $19.99/month per user.
ServiceNow actually offers three different versions of its knowledge base software:
- One for customer service management
- One for IT support enhancement
- One for HR and other internal operations
(Note that each KB tool is available as part of ServiceNow’s larger software suites — each focusing on the above processes.)
ServiceNow’s KB offering(s) focus heavily on real-time knowledge harvesting and documentation. As new data and information becomes available, knowledge managers and other team members can immediately use it to enhance their current knowledge, and in turn make improvements to their overall operations.
- Knowledge blocks keep related knowledge tied closely together, while also reducing redundant knowledge creation over time.
- Knowledge subscriptions allow individual users to stay up-to-date with changes in certain domains.
- Machine learning-powered reporting and analytics helps teams identify knowledge gaps, in turn enabling them to improve their knowledge documentation and collective knowledge altogether.
- ServiceNow’s software packages are priced on an individual basis.
While Microsoft’s SharePoint is technically a document management system, it comes with a bunch of wiki templates that can be used to turn SharePoint into a hybrid internal knowledge base. Over 200,000 organizations worldwide use it to share, store and collaborate on documents.
Microsoft SharePoint Features
- Extremely customizable
- Easy integration with existing Microsoft apps as well as SharePoint specific add-ins to integrate with apps outside of Microsoft's suite of software
- User-friendly survey and feedback tools make it easy to add to and improve your customer-facing knowledge base in time
Microsoft SharePoint Pricing
- Plan 1: $5/month per user
- Plan 2: $10/month per user
- Plan 3: $20/month per user
While you can turn SharePoint into a knowledge base with the cheapest plan, it's missing a lot of features that you may need if you're looking to create a more robust knowledge base, in which case you'll want to go with one of the more expensive plans.
8. Help Scout
Help Scout is a popular customer service platform that offers multiple features to allow your business to better support its customers. One such features is Docs which allows your business to create a knowledge base that can be used externally as well as internally.
Help Scout Features
- Easy-to-use so that you can create an external or internal knowledge base in minutes
- Access to Beacon, a chat-style widget that can be embedded on any page of your website, giving users access to your knowledge base from anywhere on your site
- Integrates with Help Scout's shared inbox making it easier for your agents to support customers
Help Scout Pricing
- Standard: $20/month per user
- Plus: $35/month per user
- Company: Contact Help Scout for pricing
Notion is a tool for teams that already have a basic, wiki-style knowledge base in place — and are looking to ramp things up.
It’s an all-in-one solution, allowing teams to combine knowledge management, project management, and other procedural tasks into one supercharged initiative. Those that had previously been using separate tools can migrate existing knowledge documents into Notion with ease.
From there, Notion will automatically organize and prioritize knowledge content based on use cases, importance, and overall value. This makes for highly-contextual, on-demand learning experiences for your team and customers — and higher levels of productivity for all involved parties.
- Drag-and-drop interface makes for simple knowledge creation, editing, and polishing.
- Over 100 customizable content templates to ensure effective communication and comprehension of in-depth topics.
- Project management features reinforce and further streamline teams’ knowledge management efforts at all stages of the process.
- Personal: Free for individual use with up to five guest users
- Personal Plus: $4/month for one user and unlimited guests
- Team: $8/month per user
- Enterprise: Contact Notion for pricing
Slite’s software focuses squarely on helping teams create and manage a cohesive and comprehensive internal knowledge base.
As such, Slite allows teams to surface and document new knowledge as it arises. From meeting minutes and project updates, to customer engagement data, to emerging best practices and procedural changes, Slite makes it easy for teams to showcase new information in real-time — and for stakeholders to access it as needed.
Slite’s software is also highly scalable. While less tech-savvy teams can likely get started with Slite’s basic content creation features with ease, advanced users are free to take advantage of the more technical and “heavy” features offered by the tool.
- User dashboard provides newly-created and recently-updated knowledge content in context.
- Collaborative tools enable freeform brainstorming and content creation in real-time for both remote and on-premise teams.
- Ongoing performance tracking allows for continuous improvement of knowledge content and KM processes.
- Free for up to 50 knowledge documents
- Standard: $6.67/month per user for unlimited knowledge docs
- Premium: $12.50/month per user for advanced permissions and OpenID provisioning
11. Genesys DX
Whether being used for internal or customer-facing purposes, Genesys DX’s knowledge base tool aims to eliminate information silos and facilitate productivity on all fronts.
With Genesys DX, teams can create dynamic, interactive, and engaging knowledge content for all stakeholders to use. While rich media support allows users to dive deeper into their learnings in multiple ways, interactive surveys and comment forms enable them to provide immediate feedback regarding your knowledge content.
Genesys DX’s search optimizing functionality enables teams to make knowledge content more accessible — while also improving the quality of the content at the same time. Here, the tool helps by surfacing related and alternative keyword phrases for all knowledge content — in turn ensuring all users are easily able to find the information they need to make progress.
Genesys DX Features
- Natural language processing automatically analyzes search queries to determine the user’s contextual needs — and deliver relevant value accordingly.
- Chatbot and ticket escalation technology combine to enable self-service, while also ensuring high-priority issues get the hands-on attention they deserve.
- Multichannel communication support lets users get the help they need on any device.
Genesys DX Pricing
- Genesys DX is priced individually based on your organization’s needs.
livepro’s knowledge base tool is dedicated to streamlining customer support and contact center processes — and more.
On the frontend, support teams can use livepro to surface and deliver solutions to external users on any digital or physical channel. On the backend, livepro helps onboard new employees and bring them up-to-speed quickly and effectively.
livepro also offers customizable guidance for all knowledge management processes. For teams just getting their KM initiative off the ground, livepro’s tool provides a clear path to success.
And, as your team gets the ball rolling, livepro’s analytics tools will help identify your most successful knowledge content — as well as that which may be in need of improvement.
- Integrates with other KM-related software, along with dozens of other tools aimed at improving customer relationships and experiences.
- Sentiment analysis enables support teams to go into customer engagements with the right approach, mindset, and preparation.
- Forums allow teams and users to engage and dive deeper into specific topics in a more personal and personable manner.
- livepro’s pricing is tailored to individual team needs.
Shelf’s goal is to have teams start seeing clear, ROI-driven results from the moment they start using their knowledge management tool.
Automation plays a role in pretty much every aspect of Shelf’s functionality. From identifying critical knowledge for documentation purposes, to delivering this information as needed, to improving knowledge content for all stakeholders, Shelf aims to take the menial, time-consuming parts completely out of the equation.
- Publication workflows help streamline and systematize knowledge management processes from start to finish.
- Full-text search capabilities ensure users will always be able to surface the knowledge they need.
- Live chat allows support staff to pick up where automation left off when escalation becomes necessary.
- All three tiers of Shelf’s services are priced according to individual team needs.
14. USU Knowledge Management
USU’s knowledge base offering is ideal for contact centers, IT service desks, and enterprise companies looking to automate their KM processes.
USU’s AI-powered predictive capabilities give teams a holistic overview of their knowledge management efforts — and provide clear direction for how to improve moving forward. Asset management and content alerts also ensure your knowledge content stays up-to-date over time.
Like the other tools on this list, USU’s main goal is to automate KM processes wherever possible while also equipping knowledge teams to improve their workflows and documentation as needed.
USU Knowledge Management Features
- AI-powered decision support ensures your knowledge teams and customer-facing staff always make the right call.
- Interactive knowledge content delivers important information conveniently and effectively to all stakeholders.
- USU’s customizable UI (on both the backend and front end) allows teams and organizations to tailor their knowledge base to their specific needs.
USU Knowledge Management Pricing
- USU’s software is priced according to individual needs.
Bloomfire’s software helps teams evolve their knowledge management efforts to the point of knowledge engagement.
In other words, it’s less about creating and storing knowledge for posterity or for “whenever it’s needed”, and more about doing so for truly practical purposes. As remote work becomes more prevalent, and teams become more decentralized, Bloomfire aims to maintain organizational alignment through knowledge-focused initiatives.
Bloomfire uses automated reminders and responders to create feedback loops for knowledge creators and managers. More than just prompting and incentivizing employees to add to your collective knowledge, this also ensures they understand the true impact their efforts have on your team’s productivity over time.
- Interactive dashboards and feeds surface need-to-know info, as well as knowledge content in need of updating.
- AI-powered, dynamic search points users to the right knowledge content with minimal effort on their end.
- Employees and team leaders can easily track contribution efforts — and can help knowledge creators improve these efforts in time.
- Basic: $25/month per user
- Enterprise: Contact for pricing
Which Knowledge Base Software is Right for Your Team?
In a word:
(I mean, you had to have seen that coming, right?)
In all seriousness, each knowledge base software option we’ve discussed here provides its own unique value to organizations of different shapes, sizes, and needs. What’s more, most of these tools offer multiple pricing tiers, allowing individual teams to find the solution that fits their needs and their budget.
Still, it’s not uncommon for a team to have to strike a balance between software features and pricing. Unfortunately, they’ll either need to spend more than anticipated, or sacrifice productivity in some way or another.
Which is why Helpjuice takes a different approach, offering all of our software’s features at every tier of service. Whether you’re a four-person team or an established corporation, you’ll have access to everything Helpjuice has to offer making it the best knowledge base software available for 2022.
Best of all? You can get started for free today.
Sign up now for a 14-day trial to Helpjuice — and get your knowledge management efforts headed in the right direction immediately.