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Confluence makes information accessible to your whole organization. Use it to capture and preserve all important data and updates. Learn more about Confluence
Making information accessible to your organization is important now more than ever. Confluence can serve as your company’s primary Knowledge Management Software tool. Use it to capture, preserve, and organize your most valuable assets. Whether it be company updates, project plans, or other important intel, keep it accessible and trackable with Confluence. Learn more about Confluence

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Zendesk Guide is a knowledge base solution built seamlessly into our leading help desk software. Learn more about Zendesk
Guide is a knowledge base solution built seamlessly into Zendesk's leading help desk software. Guide reduces ticket volumes by delivering AI powered answers to your customers instantly, in over 60 languages, and on any channel, even mobile app - which means your customers can get answers faster and improve agent efficiency. Enable Guide today to lower support costs, raise productivity, and increase customer satisfaction. Learn more about Zendesk

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences. Learn more about Freshdesk
Freshdesk knowledge base helps customers to find answers on their own and enables agents to handle more customer queries efficiently. Some of the key capabilities include creating content in multiple languages, managing content in bulk to save time, using filters to work on specific content, setting up a robust approval process. It is also possible to leverage the AI-powered bots to help customers find relevant answers while keeping them engaged. Learn more about Freshdesk

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together. Learn more about JIRA Service Management
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira’s open collaborative platform. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos. Learn more about JIRA Service Management

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Create a dynamic informational database your whole team can contribute to while they work with flexible knowledge management software. Learn more about monday.com
Create a dynamic informational database your whole team can contribute to while they work with flexible knowledge management software. That way, important material never gets lost when people move between teams or roles, and your team guidelines and enablement documents are always up-to-date. Then easily navigate your knowledge base with custom statuses, hashtags, and filters to find exactly what you need in seconds. Learn more about monday.com

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
SAP Litmos Training enables the centralization and control of all learning content from a single knowledge management solution. Learn more about SAP Litmos
SAP Litmos Training offers powerful but easy-to-use features that enable organizations to centralize and manage all learning content from a single solution. For admins and managers, training activity can be tracked and reported on, for greater insight into how knowledge is consumed across the business. For learners, they have access to one centralized, searchable system that allows them to easily find the content they’re looking for to perform better at their jobs, often in the moment of need. Learn more about SAP Litmos

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Rated #1 Knowledge Base Software Globally. Trusted and used by 1000s of users from Customer.io, Datree.io, Harvard University, Monday. Learn more about Document360
Document360 Knowledge base platform enables your help center creation through end-user interface and multiple third-party integrations. Get set up in minutes & reduce your support request up to 50%. Create, collaborate, and publish a self-service knowledge Knowledge base with our easy to use document management SaaS platform. Maintain multiple versions, take advantage of markdown editor & advanced analytics, be assured of robust security and match with your brand identity. Learn more about Document360

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
With Zoho Desk, create Multi-brand SEO friendly knowledge base articles on cloud for each of your brand to answer your customers FAQ's. Learn more about Zoho Desk
Zoho Desk is a cloud based Knowledge base software for faster answers and fewer tickets on customer quires and complaints that helps your company to build stronger relationships with customers over multiple channels and languages. Create Multi-brand SEO friendly knowledge base articles for each of your brand to answer your customer's frequently asked questions. This saves your team work on responding to simple questions, and leaves more time to help customers with tricky problems. Learn more about Zoho Desk

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Simple and intuitive knowledge management software, for more productive customer service organizations. Try SABIO for free! Learn more about SABIO
SaaS-based SABIO gets the most out of your organizations knowledge because its easy to use, deploy, and administer. SABIO wraps a beautiful interface around a fully-featured solution with CRM and ticketing app integrations and an API. Find out how powerful easy can be. Learn more about SABIO

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
ITIL-aligned service management software with KPI dashboard that helps track workload for each employee and assign tasks efficiently. Learn more about TOPdesk
TOPdesk cloud-based software helps companies offer better services to their customers. With easy-to-use Help Desk software and over 20 years experience our software helps you manage incidents, create workflows, and keep track of configurations. Make your end users more self-reliant thanks to the Self-Service Portal. More than 4500 organisations worldwide already use TOPdesk to increase efficiency and improve customer satisfaction. Are you looking for service excellence? Let us be your guides. Learn more about TOPdesk

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Help customers, help themselves! Elevio delivers self-service support on-demand to your customers, when and where they need it. Learn more about elevio
Elevio makes your products easier to learn. We provide you with the tools to create, deliver, measure and improve your support content which means happier customers and lower support loads. More than 500 companies such as Atlassian, Heap, Adroll and Dell are using Elevio to improve retention and reduce complaints. Sign up for our free 14-day trial today. Learn more about elevio

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Australia Local product
KnowledgeIQ

KnowledgeIQ

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KnowledgeIQ is a Knowledge management solution designed to simplify, centralize and organize the sharing of knowledge. Learn more about KnowledgeIQ
KnowledgeIQ is a Knowledge management solution designed to simplify, centralize and organize the sharing of knowledge. Make it easy for your teams in customer contact centers, service desks, frontline offices and online self-service channels to find the right information, exactly when they need it. Explore our knowledge management capabilities and see how the solution provides direction for workflows, processes, and compliance. Learn more about KnowledgeIQ

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Restrict outsiders from viewing company-sensitive information with a secure app that handles all file types and keeps them in-house. Learn more about Connecteam
Organize all of your most important digital information in Connecteam’s searchable knowledge management software. Images, spreadsheets, attachments, PDFs, office docs—whatever you need stored, Connecteam can handle it. With end-to-end security, your information is always secure. Utilize the survey tool to continuously improve on company processes and knowledge sharing with the employee feedback survey tool. Learn more about Connecteam

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
AI-powered private Q&A knowledge base for slack teams. Learn more about OneBar
AI-powered private Q&A knowledge base for teams that rely heavily on knowledge sharing. Learn more about OneBar

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Whale is a knowledge-sharing tool that centralizes all of your standard operating procedures, policies, and internal knowledge. Learn more about Whale
Whale is the knowledge and training platform that helps you centralize your processes, SOPs, policies, and tribal knowledge so you can onboard and train your team faster. Save your team several hours a week, and even thousands a year, by delivering knowledge in their moment of need with our web application, chrome extension, slack bot, and more. Learn more about Whale

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Trainual is the leading knowledge management and training platform for growing teams. Get your business out of your brain with Trainual Learn more about Trainual
Trainual is the leading knowledge management and training platform for growing teams. Document and delegate every process, policy, and procedure for every role and responsibility in one place. Easy to use, fast to implement, and accessible from anywhere. Available on desktop, iOS, Android, and surface knowledge when you need it with the Chrome browser extension. Trainual makes it easy to get your team up to speed then keep them aligned and accountable with everything they need to know. Learn more about Trainual

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Intellum helps large brands and fast-moving companies increase revenue and decrease support costs through education. Learn more about Intellum Platform
The Intellum platform provides all of the tools a company needs to create, manage, track, improve and scale highly-personalized learning experiences to large customer, partner, and employee audiences. Easily combine learning, knowledge base, customer success, support, sales, and marketing initiatives into a single destination. Utilize engagement tactics like notifications, recommendations, certifications, mobile, chat, and gamification to create the ultimate learning experience for your users. Learn more about Intellum Platform

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
A knowledge management help desk software that helps you remove clutter and manage your customer support queries easily. Learn more about HappyFox Help Desk
HappyFox is a web based knowledge management help desk hosted on the cloud. It provides a simple online knowledge base software that's beautiful, searchable, social media ready and responsive for the mobile. It supports both internal and external knowledge base. HappyFox's powerful search and automatic in-line suggestions helps your customers to find solutions faster. Community forums help customers connect. Learn more about HappyFox Help Desk

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Start for Free with LiveAgent and provide excellent customer service with the ultimate help desk solution for companies of all sizes. Learn more about LiveAgent
LiveAgent is a complete knowledge management system that provides a fully-featured customer knowledge base. Our customer knowledge base enables customers to quickly find answers without having to submit tickets. Reduce customer wait times, the workload of your agents, as well as the time spent on resolving tickets. With LiveAgent, providing world-class customer service is easy. Start your free trial today, no credit card required. Learn more about LiveAgent

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Caspio is the world's leading LOW-CODE platform for building online database applications without having to write code. Learn more about Caspio
Caspio is the world's leading LOW-CODE platform for building an online knowledge base without coding. The all-in-one platform provides everything you need to digitally transform business operations and workflows. It includes an integrated cloud database, a visual application builder, enterprise-grade security, regulatory compliance, and scalable global infrastructure. See why Caspio is trusted by over 15,000 companies worldwide. Try it for FREE. Learn more about Caspio

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Tribe is a free and cloud-based knowledge management solution that helps you leverage crowd-sourced content and employee contribution. Learn more about Tribe
Tribe helps businesses build a dynamic and centralized knowledge base by leveraging crowd wisdom and the collaborative power of the employees. Add social touchpoints and build knowledge-sharing communities within a matter of days. Save resources, reduce tickets, and scale support by enabling self-service. Organize different types of content by creating Spaces (public and private) for efficient content discovery. Generate insights from the candid conversations between customers. Learn more about Tribe

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Speed up your IT process by using and creating knowledge base for your service desk software Learn more about Freshservice
Despite popular opinion, life as a service desk agent is as unglamorous as it can get. A support agent spends most of his time, answering the same set of questions over and over. Imagine answering "How do I reset my password?" fifty times a day; not only does this make their life incredibly monotonous but it also makes the end-user wait for an answer to a problem or query that actually could be solved in a jiffy with the right guide. Learn more about Freshservice

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Inmagic Presto accelerates knowledge management and social knowledge sharing, delivering efficiency and access, via a single venue. Learn more about Inmagic Presto
Inmagic Presto makes it easy to connect people to critical information, with less time searching and more time learning. Inmagic Presto avoids information silos and poorly organized content. It integrates internal and external information repositories and enables users to add value via social features, such as tagging, liking, commenting and rating. Powerful discovery options enable users to find critical information and content they cannot get via traditional search methods. Learn more about Inmagic Presto

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Notion is the only knowledge management software that connects your wiki, notes and projects in one tool. Learn more about Notion
Notion is the only knowledge management software that connects your wiki, notes and projects in one tool. Tens of thousands of teams and companies around the world use it to keep their employees informed and working together in one place. By bringing all work and knowledge together and making it highly customizable, Notion creates focus and transparency, while consolidating tools, saving time, and driving more productivity for teams of all sizes. Learn more about Notion

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Bitrix24 is a leading free social knowledge management and collaboration platform used by over 8 million companies worldwide. Learn more about Bitrix24
Bitrix24 is a leading free social knowledge management and collaboration platform used by over 8 million companies worldwide. Available in cloud and on-premise with open source code access. Share and discuss ideas, manage knowledge, manage projects and do more with Bitrix24! Learn more about Bitrix24

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Easy to use and update, KnowledgeOwl takes the complication out of building and maintaining a knowledge base for your customers & staff Learn more about KnowledgeOwl
Clean, simple and intuitive, KnowledgeOwl takes the complication out of building and maintaining a knowledge base for your customers and employees. No distractions or cumbersome setups - just no-nonsense knowledge base software, ready to improve knowledge retention and customer satisfaction. And if you do need us, our friendly support team are always here to help you get the most out of your KnowledgeOwl subscription. Learn more about KnowledgeOwl

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Vanilla Forums is the top-rated cloud-based knowledge base & community forum software trusted by the world's top brands. Learn more about Higher Logic Vanilla
Vanilla Forums is the top-rated community powered Knowledge Base solution. With us, you can turbo charge your self-service support portal with a knowledge base curating the very best support community content with the click of a mouse. In addition to the KB, get critical feedback through an online community platform with our Ideation and Q&A addons. Learn more about Higher Logic Vanilla

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
For larger organizations with more then 20 users. Compliance version control, workflow, Web, desktop & mobile device ready. Free API Learn more about FileHold
Compliance is based on the FileHold docment management software for more than 20 users. FileHold scales to support thousands of users and millions of documents. Installed on premise or the cloud, desktop and mobile device ready. Automated document Workflow and Approval processes. MS Office Integration, version control, secure user groups, powerful search, document scanning with OCR. Free documented API, optional AD integration, SharePoint, e-signature and 2 factor autorization capable. Learn more about FileHold

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Capture and scale critical operational knowledge across operations. Prevent errors, boost skills, and continuously improve processes. Learn more about SwipeGuide
Collaborative instructions, SOPs, and checklists for frontline teams. Capture and scale critical operational knowledge across operations. Prevent errors, boost skills, and continuously improve processes. Our Frontline Excellence Platform makes it effortless for teams to capture and scale critical operational knowledge across the organization through crowdsourcing in order to boost performance improvements at scale. -67% errors on the shop floor & the field. -33% downtime. +20% OEE. Learn more about SwipeGuide

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Inbenta Knowledge is an AI-powered solution that simplifies search, management, and optimization of all your company's knowledge. Learn more about Inbenta
Inbenta's Knowledge module leverages AI to simplify search processes and knowledge management across all your content sources. It understands user requests and delivers the most relevant available content, regardless of its location on your systems. Additionally, it provides on-point search analytics that help you identify search trends and determine new uncovered topics to create in your knowledge base, while tracking the progress and performance of all pieces of information. Learn more about Inbenta

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
BoostHQ enables companies to easily share and index their content, knowledge, and best practices so they are accessible when needed. Learn more about BoostHQ
BoostHQ is the leading knowledgebase that allows companies to create, share, and index their organization's knowledge. Available on both web and mobile, employees can easily access and contribute information to the platform on the go. BoostHQ integrates with the business tools and supports the file types you already use (documents, cloud storage tools, online articles, videos and web links). Schedule a demo to see how BoostHQ can work for your team. Learn more about BoostHQ

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Help your customers to help themselves. Deliver great service 24/7 with FAQ Bot chatbot, FAQ Pages and live chat. Learn more about FAQ Bot
Become a customer service champion! Deliver great service 24/7 with a chatbot, FAQ pages and live chat. Have the right conversations with your customers, keeping them 100% engaged and connected with your brand. Not sure where to start? We're here to help and guide you along the way. Serve customers, manage your pipeline, retain happy customers and gain insights all with FAQ Bot - your easy to use platform. No coding or tech skills required. Learn more about FAQ Bot

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Onna will centralize and index all your enterprise knowledge across apps for superior management, search, sharing, and collaboration. Learn more about Onna
Onna makes it easy to centralize and index all your enterprise knowledge across applications for superior search, sharing, and collaboration. Grab data by the horns with enhanced machine learning technologies to deliver faster data classification, knowledge management, and predictive search. Learn more about Onna

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
AI-powered, all-in-one market intelligence platform for media monitoring, content marketing and sales enablement teams. Learn more about Cronycle
Each day, Cronycle surfaces new developments and emerging trends from top experts across 80,000+ topics and delivers to you the most trusted, relevant insights you need to know about. Stay ahead of the market and more efficiently discover, harvest, and share insights with their audiences and stakeholders. Cronycle can help your team: Silence the noise, eliminate blindspots, focus on the most trusted, relevant content you need to know about, and keep teams and audiences informed. Learn more about Cronycle

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Get more out of your organisations knowledge! Galisto simplifies your knowledge management easy and secure with low initial risk. Learn more about Galisto
Use Galisto - and Knowledge Management is no longer a problem! The platform connects users to any kind of information available but normally difficult to find. The platform provides all elements to connect this information to valuable knowledge. External partners may be integrated without reducing data security and privacy. Galisto follows a defined Knowledge Management process an is therefore best prepared for this important growing part of any organisations work. Learn more about Galisto

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Online collections management software to help you to manage, conserve, exhibit, share and digitise your collections Learn more about Axiell Collections
Manage your museum and archive collections from wherever you are with our flexible, intuitive and web-based collections management system. Axiell Collections is simple to use and can be accessed wherever you are, through a browser. Catalogue, manage and organise your collection to industry standards, publish your collections online and easily import, export and report on your collections data. Learn more about Axiell Collections

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Space is a unified platform that connects the software development pipeline, communication, and project and knowledge management. Learn more about Space
Space is a fully integrated toolchain that connects the software development pipeline, communication, project management and knowledge management. With Space you can share all of the records and knowledge related to your project to the project’s team and to other members of your organization. Organize your personal documents using an intuitive folder structure. Work on drafts and share them with your colleagues for collaborative editing before moving them to Project Documents. Learn more about Space

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
BEATFlow is an easy-to-onboard and adaptable workflow management system. It provides a quick and clear view of the ongoing activities Learn more about BEATFlow
BEATFlow is an easy-to-onboard and adaptable workflow management system. It provides a quick and clear view of the ongoing activities within the project, scheduled upcoming work and comprehensive reports on the engagement. BEATFlow is tailored for the financial services industry with multiple connected automation tools for investment bankers, asset managers, hedge funds, private equity firms, consulting firms, banks and more. Learn more about BEATFlow

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Pobuca Knowledge analyzes conversations from all customer touchpoints to generate insights for your CS agents and educate your bot. Learn more about Pobuca Knowledge
Pobuca Knowledge is an AI-based solution that analyzes conversations from all customer touchpoints, extracts Q&As for your knowledge base, assesses customer service agents’ performance, and educates your service bots. Build a knowledge base from existing customer dialogs in natural language that automatically become Q&A articles and generate valuable insights. Learn more about Pobuca Knowledge

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
A service that puts paperwork on-line. Like SOPs, handbooks, checklists, sign-offs, approval requests, production queues and more. Learn more about Aestiva Smart Documents
Place SOPs, handbooks, compliance documents and other kinds of company documentation on-line. Includes change approvals, versioning, full audit trails, and usage reporting. Aestiva will design the standard document templates you need, show you how to set up content editors and levels of access, and set up and maintain as many documents as you want. We provide the hosting, training, assembly, and support. Assembled to fit your business processes. Learn more about Aestiva Smart Documents

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
With 15+ years in the agile space, Jira offers teams the top tools and best practices to provide the right foundation for growth.
Jira is the #1 software development tool used by agile teams. Teams of 2 to 20,000 rely on Jira to manage every stage of their workflow, from planning to shipping and releasing. With native roadmaps, teams can ladder up their work to track the big picture. Jira's no-code automation engine allows teams to save time and increase power by automating any task or process with a few clicks. And with a free edition, teams up to ten users can leverage all the power of Jira at no cost, forever. Learn more about Jira

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Create, manage and grow your online presence for your business, blog, store and more with Wix’s intuitive website creation platform.
Wix is an industry-leading web creation platform that provides everything you need to create, manage and grow your business online. Build a memorable user experience with intuitive design features and experience faster load times with enhanced performance. Reach more customers with advanced marketing and SEO tools while the ultra resilient and flexible infrastructure means your site is ready for any amount of traffic. Plus with enterprise-grade security, your visitor data stays safe 24/7. Learn more about Wix

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Content management solution that helps businesses with desktop sharing and viewing, text annotations, instant messaging, and whiteboard
Content management solution that helps businesses with desktop sharing and viewing, text annotations, instant messaging, and whiteboard editing. Learn more about Microsoft SharePoint

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
The worlds #1 customer service platform, empowers every service employee with the innovative tools, and unified data.
Help customers find the answers they need across any channel and empower your agents with the best answer to customer questions with the knowledge management solution that works across the world's #1 CRM. Help your customers get exactly what they need using a centralized knowledge base for all your agent and customer information. Learn more about Salesforce Service Cloud

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Revolutionize internal communications by bringing together all employees inside a private and secure enterprise social network.
Revolutionize internal communications by bringing together all employees inside a private and secure enterprise social network. Connect with people across your organization to make better decisions, faster. Allows all employees to know whats happening day to day as well as build on the work of others. Employees will be able to create groups relevant to work and other interests, along with keeping documents or photos in context while still discussing things online. Learn more about Yammer

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
SolarWinds Service Desk provides businesses of all sizes an easy to use and affordable ITSM solution that can easily scale with you.
SolarWinds Service Desk is a cloud-based, IT help desk solution that has helped organizations reduce cost per ticket by up to 15% and issue resolution time by up to 48% with smart ticket routing, automated workflows, and integrated asset management. This, plus an AI-powered knowledge base, can equip your employees with the resources needed to solve problems quickly. Set up can be done in days instead of months & can fit seamlessly into your business by integrating with 200+ cloud applications. Learn more about SolarWinds Service Desk

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
TalentLMS is the LMS built for training success. Easy to manage and a joy to use, teams embrace training from the very first click.
TalentLMS is the LMS built for training success. Designed to get a yes from everyone, its where great teams, and companies, go to grow. With an experience thats fully customizable and easy to manage, teams embrace training while feeling right at home. TalentLMS makes it easy to provide the right training to any team and every use, while giving expert guidance and support every step of the way. On a mission to democratize training, TalentLMS already serves 70, 000+ teams worldwide. Learn more about TalentLMS

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
SysAid helps IT work smarter, not harder, with service automation based on a decade of AI information. Try IT for free today.
SysAid uses service automation to make IT work smarter, not harder. With a help desk that practically manages itself, millions of users around the world enjoy faster service, lighter workloads, and away smoother service experience. It makes every aspect of ITSM so breezy and automatic, freeing up IT from the grind and instead, allowing them do the things your business really needs to keep going strong. SysAid provides the fix that IT has so badly needed. Try IT for free today. Learn more about SysAid

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
All-in-one business operating platform that contains all essential tools for project, task, finance and customer management.
All-in-one business operating platform that contains all essential tools for project, task, finance and customer management. Flowlu provides you with a profound overview of everything that is going on in your company. Flowlu's tools let you know what your employees are doing and what problems they are facing. You can track every part of your business, from time spent by your team and their workload to overall costs, and customer invoices. Learn more about Flowlu

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management
Knowledge engagement software enabling teams to access, collaborate across, and draw upon their organization¿s collective intelligence.
Bloomfire is the leader in knowledge engagement, delivering an experience that connects teams and individuals with the information they need to excel at their jobs. Our cloud-based knowledge engagement platform gives people one centralized, searchable place to engage with shared knowledge and grow their organization¿s collective intelligence. For more information or to schedule a demo, visit www.bloomfire.com. Learn more about Bloomfire

Features

  • Cataloguing/Categorisation
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management

Knowledge Management Software Buyers Guide

Introduction

Knowledge management software serves as a centralised database or a repository for storing documents, audio and video files, and other important information. Essentially, the main underlying purpose of a knowledge management system is to organise business information to be shared internally and externally, meaning employees and customers can both access it. Controls are also included, ensuring certain information can be shared with employees only, while other information can be shared with customers only or with both groups.

Structure and organisation are at the very core of knowledge management solutions, and in almost all cases, the repository is fully searchable, making it quick and easy for users to find exactly what they are looking for. Ultimately, a knowledge management system is designed to help businesses make more effective use of the abundance of information that is available to them and to reduce unnecessary friction as much as possible.

Examples of the types of information that may be organised and stored within knowledge management solutions are spreadsheets, presentations, database files, audio files, video files, PDFs, e-books, text files, and more. These items can be categorised and catalogued through the use of tags, making them easier to find and easier to group together with similar file types or with files of all types that cover similar topics. In many cases, information from these files can also be shared in real-time with other users, aiding collaboration efforts.

Having access to a knowledge base of this kind can be beneficial for speeding up internal processes, or providing important updates to customers and stakeholders. The nature of the software means it is often categorised alongside tools like content management systems and document management software. However, it is worth noting that these solutions also perform similar functions to knowledge base software and help desk software too.

In terms of the core features included, most knowledge management systems of this kind will provide a broadly similar range of tools and options, although the quality and functionality can vary quite substantially. Nevertheless, in general, users of these software solutions will be able to:

  • Create, store, and manage documents in a central repository to speed up knowledge retrieval
  • Make use of a built-in search function in order to quickly and easily find the information and files needed
  • Control permissions and manage precisely who has access to the different files, folders, and information
  • Access a variety of supporting tools, assisting with communication, collaboration, and editing

What is knowledge management software?

Knowledge management software functions as a centralised repository of information, which is fully searchable, making knowledge retrieval more efficient for businesses. It is designed to assist companies and their employees with the organisation, management and preservation of business information, with a view to making it more accessible. The software can also be configured, with access controls allowing different types of information to be shared internally, externally, or both, depending on the needs of the business and its customers.

Although precise features vary, most solutions will provide support for a range of file formats, including text documents, audio files, video files, and spreadsheets. As a result, many software solutions in this category can serve as a single location to access important information, regardless of the way in which it is stored. While many solutions are comprehensive in nature, some do have a more specific focus. A good example of this would be customer support knowledge base software, which centres around knowledge, information, and data directly related to technical support and customer service issues.

Regardless of the focus, however, a key part of knowledge management systems is the organisation of information so that it can be found more easily. The various data, files, and other information contained within such a system can also be catalogued through a combination of assigning file categories and using tags.

What are the benefits of knowledge management software?

The benefits of knowledge management software are predominantly focused on ideas of organising and preserving important information so that it can be accessed or referred back to in the future. In this sense, knowledge management is about ensuring that insights gathered through a combination of experience and time are not lost while also making sure information can be found quickly and easily when it is needed. With that being said, some of the more specific, tangible benefits associated with knowledge management software tools include their ability to:

  • Make information more accessible: knowledge management systems can be used to organise and categorise a variety of different files and other methods of storing information, with a view to making it quicker and easier to access. Cataloguing functions allow for tags to be added to files so that associations between different files can be made, while software solutions tend to include built-in search capabilities, along with menus that can be navigated by users so that they can find what they are looking for. In organisations that have to store vast quantities of data and other information, a knowledge management system may be the fastest way to find an individual file.
  • Solve customer issues quickly: another important use for knowledge management software tools is linked to customer needs rather than internal needs. Businesses often receive questions, queries and other communication from customers, and these can be quite complex to respond to. For instance, instructions may need to be provided or technical information conveyed, and it is often best if these issues are resolved using standardised instructions. Therefore, employees can make use of the knowledge management tools to find answers to common questions and to resolve issues. Additionally, many solutions provide self-service features, allowing customers to actually access the information themselves rather than having to turn to the customer service department.
  • Improve employee knowledge retention: in many organisations, knowledge management applications are used to reinforce information that is initially presented in training and coaching sessions, meaning the software has the potential to improve knowledge retention and boost competency levels. Using the self-service features provided in many solutions of this kind, employees can quickly and easily refer back to information they have learned without needing to ask managers or other senior employees for assistance. Some of the knock-on effects of this include faster resolutions to basic work-related issues, less disruption in the workplace, and increased productivity.
  • Aid continuous improvement: businesses aim to achieve continuous improvement, but this is not always possible, for a variety of reasons. Over time, information can become lost or forgotten, while the constant acquisition of new data, new knowledge and new strategies can eventually overwhelm companies too. Knowledge management can assist within this by organising and preserving information, making it easier to share knowledge and allowing information to be updated continually so that it never becomes outdated. All of this can help to provide a competitive advantage and can help to eliminate the kind of inefficiencies that often obstruct further progress.

What are the features of knowledge management software?

The features of knowledge management tools centre around the idea of sorting information into a centralised database so that it can be easily found and accessed. While precise features do vary based on the software solution in question, there are a number of core features, which are present in almost all applications and which are category-defining in nature. With this in mind, some of these core and common features are outlined below:

  • Knowledge base management: create, store and manage information from a variety of sources and bring this information together in a single, centralised database or repository. Being able to access as much information from one place as possible can make knowledge retrieval and knowledge acquisition extremely efficient. It can also enhance productivity on a wider scale because all employees know where to look for the files or data they need, reducing instances where there is confusion about the best approach to solving problems or finding information. With cloud-based management software, this can also ensure that information can be accessed using almost any internet-enabled device, which can be especially valuable for remote or field workers.
  • Cataloguing/categorisation: assign categories, keywords, tags, and other identifiers to files contained within the knowledge management system, with the intention of making these files easier to locate through the use of the search function. Cataloguing forms a crucial part of knowledge management because it allows information to be grouped together in logical ways. This then makes it easier for employees and customers to understand how different files or pieces of data relate to one another. It also means that users can effortlessly access multiple files that centre around a single topic rather than having to find each of those individual files separately.
  • Full text search: find any information contained within the central database with ease. Almost any knowledge management system will include built-in search functionality, allowing users to quickly and easily search for the information they are looking for and browse the closest matches. However, a full-text search goes further, empowering users to not only search for the files they need but to actually search for specific text contained within files too. This means that all references to a particular topic can be found swiftly and then sorted through. This is especially important in instances where the information that is needed is not necessarily the main topic covered by a document and so is not included in the document's title, file name, or tags.
  • Self-service portal: provide users with access to the information contained within the knowledge management system on a self-service basis, so people can help themselves to the files or data they need. This includes access to the main repository, as well as any additional areas such as discussion forums, communication tools, and file-sharing tools. The best knowledge base platform will also provide administrators with options to extend this self-service offering to external users—such as customers—too. In doing so, many of the most simple problems customers encounter can be resolved on their own, without the need for intervention from customer service or support staff. This then frees those employees up to focus on more complex problems while reducing response times.
  • Text editing: make changes to text-based files and add text-based information to the central database using a built-in text editor. While most solutions will only offer fairly basic text editing functionality when compared to a dedicated word processor, it does provide users with the ability to continually amend files and ensure that the information contained within them is as up-to-date as possible. The ability to edit text from within the same application used for other knowledge management tasks can also offer greater convenience and can save time.
  • Discussions/forums: engage in discussions using an online forum, with different threads covering different topics. The conversational style of forum discussions can help to improve knowledge within an organisation because questions can be asked, explanations can be given, and those explanations can be further expanded upon if necessary. The nature of forums also means that multiple people can contribute their knowledge and add to the overall quality of the conversation, while issues can also be discussed in a more informal way, with ideas being shared and with the possibility of lengthy debates on some of the more complex topics.
  • Access controls/permissions: manage who has access to the information contained within the system so that it can be protected from prying eyes, malicious actors, or external users. Going further, the access controls and permissions feature allows for different levels of permission to be established and means that different files or pieces of information can be assigned different access requirements. As a result, it becomes possible to limit access to some of the information in the database to employees only, to senior managers only, or even to specific individuals. Moreover, some information can be made publicly accessible or accessible to existing customers who have a valid account, depending on the needs of the business. Generally, administrators will be able to make adjustments to controls and permissions over time, meaning employees who receive promotions can have their access extended, while customers may have access levels changed based on tiered membership.

Using Capterra's software directory, the process of finding the most suitable solution becomes much easier. Users can sort the available software packages based on the features they contain, providing a better starting point for the entire search process. When businesses are only presented with options that include the specific features they need, it narrows down the choices and allows more time to be spent researching the most suitable options.

What should be considered when purchasing knowledge management software?

When purchasing a knowledge management system, there are a number of things that need to be considered first. After all, businesses need to know they are investing in the right solution for their specific needs, and this means the final decision is not necessarily a simple matter of finding the best overall package. Instead, the different options need to be explored contextually, with an understanding of business needs and strategies. A good way to approach this is to ask the following questions and come up with the answers to them:

  • What is the purpose of a knowledge management system? First, it is important to be clear about the actual business needs related to knowledge management, as this will help to inform which is the best KM software solution to opt for. While knowledge management can be broadly understood as the various methods for creating, managing, sharing, and utilising business knowledge, the reality is that this will mean different things for different organisations. Think about what the software is needed for, who will use it, how it will be used, who will have access, and how that access is going to be controlled for different groups. Once this is fully understood, it becomes easier to identify the solution that best fits those requirements, and that is preferable to exploring options more generally, without giving appropriate weight to the practical applications of the software.
  • How much does a knowledge management solution cost? Next, businesses need to give careful consideration to the costs associated with the different solutions on the market and then factor in their available budget before making a decision. One trap that companies fall into is to only think about the initial costs, such as setup costs and costs associated with data storage. However, there are potential longer-term costs to consider, too, including subscription fees for cloud-based packages, costs linked to training staff up to full competency, and costs associated with software updates, new versions, and accessing support. A good way to think of this is to consider the total cost of ownership and usage for each available KM software solution before making a purchase.
  • What is the best deployment option for KM software? Businesses have two different options for actually deploying KM software, and this is now one of the single most significant decisions that will need to be made. On-premises deployment is the option that most businesses are familiar with. It involves acquiring software, installing it on company systems, and then managing data storage. Updates need to be acquired and installed, and upfront costs are high, but there is a greater sense of control, and there are no long-term subscription fees. The alternative to this is cloud-based deployment. This involves acquiring software from a third party via a Software as a Service (SaaS) model, with the third party taking responsibility for delivering the software via cloud technology, storing relevant data in the cloud, and keeping it safe and secure. A major benefit of cloud-based deployment is the ability to access the software from anywhere in the world, using a wide variety of internet-connected devices, including computers, smartphones, tablets, and more. Upfront costs are low, and support is readily available from the service provider, but there are long-term subscription fees, and the quality of service providers and their offerings can vary.
  • How can knowledge management data be kept secure? Finally, a major consideration when dealing with any KM software solution is data security. Businesses need to think carefully about how the vast amounts of information connected to these systems will be stored, where it will be stored, how it will be protected, and what processes can be put in place to mitigate risk and resolve any issues that may arise. This can be an especially important consideration for companies that opt for cloud-based storage and deployment. In fact, research from Gartner indicates that cloud security is now the single fastest-growing area for cyber security investment, and this is partly motivated by the increased use of smartphones, tablets and other devices to access company systems. However, it is also an important consideration for those opting for on-premises deployment and storage because those companies have sole and direct responsibility for keeping information safe and secure from threats.

The most relevant knowledge management or knowledge base software trends are also worth thinking about, and it can be useful to have an understanding of emerging trends that may come into play in the years ahead. Businesses investing in software need to know that the solutions they are buying have been created with long-term usage in mind, and this requires the developers to understand the most up-to-date techniques, strategies, and demands. With regards to knowledge management, some of the key software trends are:

  • Demand for mobile access: A study carried out by Gartner indicates that a large number of workers now use mobile phones for work-related activities and in more than half of all cases of workers using smartphones, they utilise their own personal device. Yet, the report also concludes that mobile adoption in the workplace has not yet reached full maturity, meaning usage could continue to grow in the years ahead, especially if corporate-issued mobile devices take off. Regardless, this means that there is a growing demand for mobile accessibility within core software applications, and this has only snowballed as remote work has increased in popularity. Some KM software packages on the market do offer dedicated mobile apps, but the best way to use KM tools on mobile devices tends to be through the use of cloud-based options which can be accessed via a mobile web browser. This can be especially important when it comes to compatibility and overcoming the Android/iOS mobile divide.
  • Popularity of conversational user interfaces: With the rise of voice-activated assistants like Alexa, Siri and Google Assistant, and the increased popularity of speech recognition software, there is growing interest in conversational user interfaces within software packages, and these could be especially useful in knowledge management applications. Voice search, for example, would allow users to quickly and easily find the information they are looking for, even if they are carrying out other tasks at the same time. Meanwhile, if the voice technology could also read out text from documents, it would allow an entirely hands-free approach to finding information stored within the central repository. There are some potential limitations to conversational interfaces, such as difficulty understanding certain regional accents, but a major advantage is that these interfaces allow software to be used by people with disabilities and health conditions that may make the use of computers and conventional software difficult. Therefore, businesses may wish to explore opportunities in this area before making a final decision.
  • Increased use of artificial intelligence: The final trend that business leaders and their IT departments need to be aware of when exploring knowledge management solutions is the continued improvement of artificial intelligence (AI) capabilities over recent times. More importantly, it is worth pondering its potential uses within software packages of this kind too. As an example, AI could be used to automatically identify the number of times certain words appear in a document, and the document can then be automatically tagged according to what it is likely to be about or the topics contained within. This can then introduce automation into the area of cataloguing and categorisation, saving significant time. It also means that AI can play a role in helping users to find information more easily. For these reasons, buyers may wish to consider the availability of AI within different software options and contemplate the potential scope available to capitalise on its presence within those packages.