What is Knowledge Base Software?

Answer 1

Knowledge base software is a tool that allows organizations to create, manage, and share centralized information and documentation. It serves as a self-service repository where customers, employees, or users can easily find answers to common questions, product details, troubleshooting guides, company policies, and more. This software helps improve customer support, reduce ticket volumes, and enhance internal collaboration by ensuring quick access to accurate and consistent information. A well-organized knowledge base can be internal (for staff) or external (for customers) and often includes search functionality, categorization, and content management features for easy navigation and maintenance.

Answer 2

This definitive guide will cover everything you need to know about knowledge base software. From the definitions and the pros and cons of different types of knowledge base software, to tips on choosing and designing your own, this guide will answer all your questions about knowledge base software and provide useful links to further resources.

Introduction

Many companies are aware of help desk software and the broader category of Knowledge Management Software. While many companies may not yet have heard of knowledge base software, getting to grips with it can provide immense business value.

Knowledge base software is a distinct category of software in its own right. In this post, we’ll be covering exactly what knowledge base software is, what it’s used for, the benefits of knowledge base software compared to similar solutions, and we’ll provide many links to further information.

What is knowledge base software?

Knowledge base software is defined by TechTarget as:

…a machine-readable resource for the dissemination of information, generally online or with the capacity to be put online… a knowledge base is used to optimize information collection, organization, and retrieval for an organization, or for the general public.

That’s the wider definition of a knowledge base, but SaaS knowledge base software has a slightly more specific purpose.

According to Atlassian:

“A knowledge base is a self-serve online library of information about a product, service, department, or topic.”

Knowledge base software falls under the discipline of Knowledge Management and the Knowledge Management software category. It is a distinct type of software compared to internal collaboration tools (like Microsoft SharePoint) or other document management tools developed for in-house teams.