Knowledge Management System: Definition, Examples, Features, & Types


With repetitive actions at contact centers increasing support costs, there is an ever-increasing need for knowledge management systems now more than ever. Knowledge base systems help contact centers for the environment to be proactive with strategic measures in place.

To ensure you have the right or best knowledge management system for your contact center or business, you must keep a few things in mind. A knowledge management system is essentially a tool to help organize all the organizational information in guided workflows, frequently asked questions, articles, device guides, and more into easily accessible formats for internal and external customers. Before looking at the best one for your organization, let’s delve into what features a knowledge management system must-have.

Knowledge Management Buyers Guide 2023

What is a knowledge management system?

A knowledge management system is a tool to help organize all the organizational information as guided workflows, frequently asked questions, articles, device guides, and more into easily accessible formats for both internal and external customers.

Top 7 knowledge management system 2023

There is a highly compatible knowledge management solution to operate your daily business functions easily. With a wide range of options to choose from, you might be confused about which knowledge base to choose for your business. Here – are the best knowledge base systems you can choose from in 2023:



Knowmax is an enterprise-grade omnichannel knowledge management system, works with leading brands across Telecom, Banking, E-Commerce, Utilities, and more to maximize knowledge delivery. This organizational knowledge management system empowers support advisors and customers with a cohesive Digital Enablement solution.

Top features of Knowmax include

Gives analytics on top keywords and tagging for better content creation, with excellent elastic-like search optimization to find the correct information in seconds with added analytics for optimization.

It Ables auto-saving of content in intervals, unlike many knowledge management software.

Image and visual guides can be used on Knowmax to provide interactive solutions or self-service.


Zendesk Guide

The Zendesk Guide lets you provide end-users with a complete self-service support option and empowers agents to help customers better. Using Guide, you can create a help center that includes: Branded customer-facing support site. Knowledge base software for publishing self-service content.

zendesk guide

Top Features of Zendesk include

Providing ticketing solutions through knowledge management systems.

Make changes in bulk to your information.

Easy to use interface.

Knowledge Management Implementation Guide 2023



A software suite that is intuitive and easy to use for you to have a happy and engaged workforce. It helps build and create relationships with customers throughout their journey.


Top features of Freshworks include

Bot assistance for resolutions.

Call assistance for solutions.

Align teams of different working areas.



Helpjuice is an easy-to-use KM system designed from the ground up to help you scale your customer support and collaborate better with your team.


Top features of Helpjuice include

Quick search options for information finding.

Themes for customization of look.

Analytics of information consumed is shown based on usage.


Zoho Wiki

Zoho Wiki is a knowledge management system and collaboration tool for sharing knowledge.

zoho wiki

Top features of Zoho Wiki include

Customize logos and looks to create a brand identity.

Edit content on the knowledge base software.

Access authorization with security.



Proprofs has a KM system and with it tools to design content for the business. It helps create a visually appealing and information-rich online knowledge platform for your business.


Top features of ProProf include

Bridge gaps of knowledge with reports analyzed.

Highly multilingual of over 90 languages.

Easy edit of content is possible with the tools.

Knowledge Management in BPOs: A guide To Transformation



Document360 is a well-structured knowledge management system for your customers and employees. It is simplified for content consumers and gives an explorable power to create content for the content producers.

document 360

Top features of Document 360 include

Create documents for product help.

Build employee handbooks for better performance.

Make online user guides for customers on the internet.

Top 10 Benefits of the knowledge management system

benefits of KM system


Helps organizations scale customer service operations.

benefits of KM system

Single source of truth

Allows organizations to extend content from one “single source of truth” to various channels.

benefits of KM system


Enables more personalized content and contact center experiences.

benefits of KM system

Capture knowledge

Makes it easier for organizations to capture knowledge during customer interactions.

benefits of KM system

Speed and efficiency

Improves the speed and efficiency with which organizations can deliver support and service.

benefits of KM system

Knowledge base

Assist your customer contact team with a crisp, compact, and updated knowledge base for ease of answering.

benefits of KM system

NPS boosted

Get your NPS boosted with an improved agent quality.

benefits of KM system


Deploy self-service to reduce the load of tickets per agent, making a solution hub for your customers.

benefits of KM system


Equips with multilingual customer support capabilities

benefits of KM system


Deploy self-service to reduce a load of tickets per agent, making a solution hub for your customers.

Knowledge management is a customer engagement practice that delivers a better customer experience (CX) across all touchpoints. Irrelevant, siloed, or inadequate content can create high-effort, high-friction experiences that drive customers to move to another channel quickly or, worse, competitors. As ever, content is still very much the King!

Must-have features for your knowledge management system

Robust knowledge management must have the following features for the smooth functioning of your day-to-day operations:


AI-based content migration

AI-based content migration enables information tagging for better search optimization on the knowledge base.


Open API ecosystem

This open API ecosystem helps combine all digital platforms for better CX in any industry.


Semantic search

One related keyword search helps you find information from oceans of data.


Easy content navigation

Well-organized spaces make workflows accessible and reduce screen toggle time.


Multilingual knowledge base

Having a multilingual option helps create scripts and connect with customers in the language of their preference.


Mobile SDK

In the smartphone era, always stay innovative and ahead with customers through their mobiles.


Browser-friendly UI

Browser-friendly UI helps users locate tools and commands without difficulty.


Cognitive automation

Powered by AI, cognitive automation brings the best practices in various journeys in an organization.


Knowledge graphs

Interlinked descriptions of the information help look at current strategies and plan for future organizational goals.


Content creation

A knowledge base can be created with simple authoring tools available in knowledge management software.

Supercharge Your CX With Knowmax

Opportunities for Knowledge Management

With the onset of many changes in the way the world works due to the pandemic, there have been various adaptations to fulfill requirements at the knowledge base system end. The entire cycle of events has brought about new opportunities for a knowledge base to meet immediate organizational requirements. The following is how a knowledge base system:

1. Enable hybrid work culture

With many organizations now adopting the hybrid work culture, a knowledge base system would mean having structured information at its disposal from one platform.

2. Eliminates knowledge silos

Siloed information would be challenging to use, whether working from home or at work. With a knowledge base system, there is a single source of truth across hierarchies.

3. Segregated modules

A knowledge base system has segregated modules, which will be discussed in the next section. Modules help categorize information according to usage.

4. Single source of truth

There is no more confusion among versions and files with a knowledge base as it allows the sorting of complete organizational data on a single platform after curation.

5. Upskilling employees

Remote training might be a tough job. Quiz management incorporated into the knowledge base helps with the remembrance and training of essential information for users.

Types of knowledge management modules

Characteristics of a KM system come to form its modules. Modules are what build a knowledge base and make it function like a system. The following are commonly prevalent knowledge base modules:


Step by step workflows is those that help guide take the following best action for any situation.


FAQ content has frequently asked questions that help with quick assistance to any resolution.


A knowledge base system needs to have collaboration features to bring together fragmented sources of information at one place for ease in findability.


Knowledge base articles have an in-detailed description of information on anything related to a product or service in the organization.


How-to articles and tutorials are an extension to FAQs, and we can call them detailed FAQs to help with troubleshooting problems.


Training modules & assessment plans with some knowledge management tools come under the learning management that helps upskill and reskill members of the organization.

Knowledge management for Small to Medium Businesses


Having an easy-to-use tool that encourages team members to document their work is essential.


Finding relevant information is critical for agents to help customers promptly.


Most SMBs provide customer support in just one language, so multilingual support can be a crucial differentiator and driver for global growth.


As information & processes change regularly, keeping internal documentation updated will help businesses order in the chaos of growth.


Contactless customer support in the pandemic is a need that will cut costs in the long run & help in growth.

Knowledge management for enterprises


As the amount of knowledge continuously grows, keeping it organized becomes a challenge. Knowledge management unifies all the information onto a single integrated platform.


Workflow management and permissions are more critical as more people become involved in updating existing articles.


Global businesses require robust multilingual capabilities to support customers in the native language.


Internal document management system or tools are essential to mitigate the after-call work of the internal team.


Customers want to look for resolution by themselves. So, enabling self-service capabilities is the need of the hour.


Ongoing agent training & learning capabilities will increase the confidence of service agents & improve CX . Thus, businesses need to implement eLearning tools.


Analytics and reporting will be highly crucial to CX leaders for growth & success.

A knowledge management system, when deployed well, can help you increase customer satisfaction, decrease customer support costs and increase overall customer success ROI for your businesses. Knowledge base software uses various modules like decision trees, device guides, AI chatbots, ML programming, and augmented reality backed support.

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