Why Are These 7 the Best Knowledge Management Tools?



Senior editor

Parul Saxena

Chief editor

Last updated: October 23, 2020

Knowledge management is a process that helps people in an organization share, access, update, and utilize knowledge or information. Like in other business processes, automation has brought a revolution in the knowledge management process too. Knowledge management software offers a range of process automation tools that allow businesses to manage and share knowledge content, communicate and capture knowledge, facilitate socialization of knowledge, and visually present knowledge.

Why Do Businesses Need Knowledge Management Tools?

Research suggests that the global knowledge management software market will reach $33 billion by 2023, as these tools help businesses save time, enhance productivity, and reduce costs. We commonly use different knowledge management tools like document management systems, content management systems, social networking tools, chatbots, and decision support tools. Tools that help communicate and capture knowledge are email, chat, video conferencing, and collaboration tools. Analytics and reporting software are examples of decision support tools.

Top Knowledge Management Tools for Businesses

Let’s discuss some comprehensive knowledge process automation solutions that combine different tools into one platform to improve business productivity. Also, learn why these are the best knowledge management tools!

1. Document360

Document360 is a comprehensive knowledge management tool that helps businesses automate all the stages of knowledge process management from a centralized location through a self-service knowledge base system. It is responsive and works well on any device and platform. This cloud-based platform helps your team create, collaborate, and publish your products and services’ knowledge base with ease. It offers features to support both content creators and customer support agents.

Prominent features of Document360.

  • Intelligent search with auto-suggestions in the search box on typing
  • Create private or public knowledge bases for the team and customers
  • Easy to use with a simple user interface
  • Track changes feature for easy tracking of changes in the content
  • Bulk content management tools to publish, move, edit, and delete
  • Rich filtering options
  • Automated notifications to the users on any changes in the content
  • Easy-to-use markdown editor
  • Detailed analytics with user analytics and search analytics
  • Customized reports
  • User-friendly setup

Document360 offers a 14-day free trial and multiple paid plans starting from $49 per project per month.

Looking for Knowledge Management System? Check out SoftwareSuggest’s list of Best Knowledge Management System solutions.

2. Helpjuice

Helpjuice is a robust knowledge management tool that helps organizations scale up their customer support and collaborate better within their team. This user-friendly, self-service knowledge base software allows automation of your customer service tasks to save time and money.

Prominent features of Helpjuice:

  • Multiple versions’ support
  • Seamless integrations
  • Highly customizable as per your organizational needs
  • Instant search that improves with time with machine learning
  • Easy authoring and content formatting tools
  • Access options including public, private, specific people or groups
  • Intelligent analytics including search analytics, content performance analytics, and user analytics

Helpjuice offers a 14-day free trial and paid plans starting from $120 per

3. SmartSupport

SmartSupport by Safeharbor is an all-in-one SaaS (Software-As-A-Service), self-service knowledge management tool. This solution is useful for businesses of all sizes and across various industries. It offers all the requisite tools and features for automating various stages of the knowledge management process on a single platform. It is an excellent solution for streamlining customer support for a business. SmartSupport is cost-effective and offers a quick return on investment.

Prominent features of SmartSupport:

  • Intuitive, highly customizable interface
  • Easy real-time editing and authoring tools
  • Agent templates and configurable work-flows
  • Community forums
  • Intelligent search with natural language search capabilities
  • Reports and analytics
  • Excellent phone and email support
  • Unlimited customized portals creation
  • Troubleshooting guides, custom forms, custom themes
  • Third-party application integrations

SmartSupport allows a 30-day free trial, and pricing information is available
on request.

4. Help Scout

Help Scout is a cloud-based helpdesk and customer service software. This solution provides all the tools for knowledge discovery in the knowledge management process for businesses. It enables businesses to author and publish answers for customers and reduce the time and effort involved in customer support services.

Prominent features of Help Scout:

  • Shared inbox to manage conversations at scale
  • Knowledge base for instant answers to customers
  • In-app messaging to engage people
  • Customer management tools
  • Real-time reporting
  • Live chat facility
  • Third-party integrations

HelpScout offers a 15-day free trial and paid plans starting from $20 per
user per month.

5. HelpDocs

HelpDocs is another popular knowledge management tool that helps businesses automate and streamline customer support with its easy-to-use knowledge base software features. This user-friendly solution creates wonders for both the business and their customers as it reduces their support load and saves customers’ time.

Prominent features of HelpDocs:

  • Cataloging and categorization
  • Collaboration tools
  • Content management
  • Decision tree
  • Self-service portal
  • Search engine optimized templates
  • Instant, reliable full-text search
  • Support for 100+ languages
  • Easy import and export tools
  • Clips feature to reuse content

HelpDocs offers a 14-day free trial and multiple paid plans starting from $49
per month.

6. Black Duck

Black Duck is a comprehensive knowledge management database for open source components, vulnerability, and license information. It provides insights to track the open source in your code and mitigate security and license compliance risks. It offers end-to-end DevOps integrations and automatically enforces open- source policies using your existing DevOps tools and processes.

Prominent features of Black Duck:

● Multifactor open-source detection
● Security risk detection and alerts
● Content management system
● Team collaboration tools
● Data and document management
● Cataloging and categorization
● Full-text search

Black Duck offers a free trial, and pricing information is available on request.

7. ServiceNow ITSM

ServiceNow is a cloud-based IT Service Management (ITSM) tool and one of the best knowledge management tools. It offers productivity tools for your IT team that automate various processes and save time. It also provides automation of support for common requests with virtual agents powered by natural language understanding (NLU).

Prominent features of ServiceNow ITSM:

  • Incident and problem management for tracking and analyzing IT failures to restore services quickly and prevent future incidents
  • Performance analytics to gain deep insights into your IT infrastructure
    performance trends
  • Reports and dashboards with operational analytics to track IT service delivery
  • Service level management for monitoring issue resolution to speed up service restoration
  • Change and release management for authorizing and implementing changes to your IT infrastructure
  • Agent workspace to boost IT agents’ productivity with an intuitive work console
  • Configuration management for maintaining and keeping track of all infrastructure elements
  • Request management for gathering and fulfilling IT service requests from the end-users
  • Virtual agent to resolve common end-user issues through a chatbot
  • Gathering and sharing IT knowledge among your team
  • Surveys and assessments to improve your IT team’s performance based on end-user feedback
  • Asset and cost management
  • Pricing information for ServiceNow is available on request.

To Summarize

The knowledge management process includes multiple stages to include knowledge discovery, knowledge capture, knowledge sharing, and knowledge application. Businesses must leverage a comprehensive software that offers tools to manage all these steps and streamline their entire knowledge management process in a single solution.

So, don’t wait any further; try these best knowledge management tools for your business now and see the difference!

SoftwareSuggest empowers businesses to discover top business software and service partners. Our software experts list, review, compare and offer a free consultation to help businesses find the right software and service solutions as per their requirement. We have helped 500,000+ businesses get the right software and services globally. Get a free consultation today!

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