Understanding Knowledge Base Software

What is knowledge base software?

Knowledge base software helps organizations create, organize, and share internal or external documentation. This can include help articles, FAQs, onboarding guides, troubleshooting steps, and internal policies.

At its core, these platforms provide a centralized place where information can be stored, searched, and maintained. Instead of relying on scattered documents or repeated explanations, teams use a shared system to make knowledge easily accessible.

Why knowledge bases are important

Without structured documentation tools, teams often rely on informal methods:

• Questions are answered repeatedly in chat

• Information lives in personal documents

• Updates are inconsistently shared

• Critical knowledge is lost when employees leave

This leads to inefficiencies, inconsistent answers, and increased support workload. Knowledge base tools reduce these issues by creating a single source of truth that anyone can reference.

Common features of knowledge base tools

Most platforms include:

• Article creation and editing

• Categorization and tagging

• Search functionality

• Access controls and permissions

• Version history and updates

Advanced software suites may also include analytics, feedback tools, and integrations with customer support or ticketing systems.

Knowledge base software for customer support

In customer support environments, knowledge base software is often used to provide self-service resources for users.

Customer support uses:

• Public help centers

• Product documentation

• Troubleshooting guides

• Account and billing FAQs

Support teams rely on these tools to reduce ticket volume and ensure customers receive consistent, accurate information without waiting for human assistance.

Knowledge base software for internal teams

Beyond customer-facing use, many organizations use knowledge base systems for internal documentation.

Common internal use cases include:

• Employee onboarding

• IT procedures

• HR policies

• Process documentation

In these scenarios, knowledge base tools help teams preserve institutional records and improve collaboration across departments.

Choosing the right knowledge base software

When evaluating platforms, teams should consider:

• Who will use it (customers, employees, or both)

• How easy it is to create and update content

• Search and navigation quality

• Integration with existing tools

• Reporting and analytics needs

The right software suites should make it easier to share knowledge, not add complexity to everyday workflows.

Knowledge base software vs. document storage systems

While document storage systems focus on file management, knowledge base software is designed specifically for structured, searchable content.

Document storage systems:

• Store files and folders

• Emphasize access and permissions

• Are often unstructured

Knowledge base systems:

• Organize information into articles

• Support full-text search

• Emphasize discoverability and usability

Many organizations use both, with document storage for raw files and knowledge bases for curated information.

Knowledge base FAQ

What is knowledge base software used for?

These tools are used to create and manage documentation that helps users find answers, learn processes, and access shared knowledge.

Is knowledge base software only for customer support?

No. While commonly used for customer support, knowledge base tools are also widely used for internal documentation and knowledge sharing.

How is a knowledge base different from a wiki?

A knowledge base is typically more structured and managed, while a wiki is often more open and collaborative with fewer controls.