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Knowledge Management Systems


 
Lessons Learned Database logo
 
Lessons Learned Database from Secutor Solutions is a cloud-based knowledge and project management solution that helps businesses capture experiential knowledge from key projects, operations and events. The solution helps businesses... Read More
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Lessons Learned Database from Secutor Solutions is a cloud-based knowledge and project management solution that helps businesses capture experiential knowledge from key projects, operations and events. The solution helps businesses... Read More
 
PlanPlus Online logo
 
PlanPlus Online is a complete online solution for customer relationship management and business collaboration. It includes modules for SFA, customer support and email marketing, all designed to enhance overall productivity.
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PlanPlus Online is a complete online solution for customer relationship management and business collaboration. It includes modules for SFA, customer support and email marketing, all designed to enhance overall productivity.
 
Web+Center logo
 
Web+Center is a suite of open source, customizable help desk solutions for IT organizations in almost any industry. The web-based help desk application can be run on-site or in the cloud. With access to 100% of the source code, organizations... Read More
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Web+Center is a suite of open source, customizable help desk solutions for IT organizations in almost any industry. The web-based help desk application can be run on-site or in the cloud. With access to 100% of the source code, organizations... Read More
 
Freshdesk logo
 
Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized interface, helping customer support agents address and resolve trouble tickets. Whether the interaction occurs over... Read More
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Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized interface, helping customer support agents address and resolve trouble tickets. Whether the interaction occurs over... Read More
 
SmartSupport logo
 
Built on cutting-edge technology, SmartSupport by Safeharbor is a comprehensive, plug-and-play knowledge base platform that is scalable to companies of all sizes. Safeharbor has more than a decade of experience as a leader in knowledge... Read More
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Built on cutting-edge technology, SmartSupport by Safeharbor is a comprehensive, plug-and-play knowledge base platform that is scalable to companies of all sizes. Safeharbor has more than a decade of experience as a leader in knowledge... Read More

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Salesforce.com logo
 
Salesforce.com is the market leader among cloud-based CRM providers. They serve a wide range of industries and business sizes. Because the system is Web-based, users can access this powerful solution anywhere with Internet access.
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Salesforce.com is the market leader among cloud-based CRM providers. They serve a wide range of industries and business sizes. Because the system is Web-based, users can access this powerful solution anywhere with Internet access.
 
Samanage logo
 
Samanage is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. Samanage offers comprehensive service desk functionality that helps businesses respond to service requests in... Read More
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Samanage is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. Samanage offers comprehensive service desk functionality that helps businesses respond to service requests in... Read More
 
Remedyforce logo
 
Remedyforce is a service management software built on a Salesforce app cloud and provides reporting, knowledge management, incident and problem management features. The software provides a service desk system so that users can manage... Read More
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Remedyforce is a service management software built on a Salesforce app cloud and provides reporting, knowledge management, incident and problem management features. The software provides a service desk system so that users can manage... Read More
 
ChangeGear by SunView logo
 
ChangeGear by SunView Software is an enterprise-level IT help desk solution that enables companies to better track, manage, and control IT services. The system is available in both web-based and on-premise deployment models. Constructed... Read More
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ChangeGear by SunView Software is an enterprise-level IT help desk solution that enables companies to better track, manage, and control IT services. The system is available in both web-based and on-premise deployment models. Constructed... Read More
 
NetHelpDesk logo
 
NetHelpDesk is an ITIL aligned help desk software that offers ticket tracking and customer relationship management modules with reporting capabilities. The system can manage help desk requests, integrate with email and calendars, provide... Read More
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NetHelpDesk is an ITIL aligned help desk software that offers ticket tracking and customer relationship management modules with reporting capabilities. The system can manage help desk requests, integrate with email and calendars, provide... Read More

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Service Desk + logo
 
Koho’s Enterprise Service Management software provides a unified approach to service management by offering customer service and support, web self-service, knowledge management, field service, help desk and live chat tools within... Read More
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Koho’s Enterprise Service Management software provides a unified approach to service management by offering customer service and support, web self-service, knowledge management, field service, help desk and live chat tools within... Read More
 
InvGate Service Desk logo
 
InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support, self service knowledge management, and more. The system is compatible on Mac, Windows, and iPad (or... Read More
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InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support, self service knowledge management, and more. The system is compatible on Mac, Windows, and iPad (or... Read More
 
Vivantio Pro logo
 
Vivantio is a service management system that allows users to create a personalized solution that aligns with internal business processes. Key features of the software include dashboards, charts, and reports, routing and assignments,... Read More
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Vivantio is a service management system that allows users to create a personalized solution that aligns with internal business processes. Key features of the software include dashboards, charts, and reports, routing and assignments,... Read More
 
IncidentMonitor logo
 
IncidentMonitor™ is an Information Technology Service Management (ITSM) application to support IT, ITIL and any other business process. The service management framework offers free ITIL process templates plus an integrated workflow... Read More
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IncidentMonitor™ is an Information Technology Service Management (ITSM) application to support IT, ITIL and any other business process. The service management framework offers free ITIL process templates plus an integrated workflow... Read More
 
Freshservice logo
 
Freshservice is a SaaS-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers multiple features which include a ticketing system, self-service portal and... Read More
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Freshservice is a SaaS-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers multiple features which include a ticketing system, self-service portal and... Read More

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PhaseWare Tracker logo
 
PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Applications for help desk and customer service can be supplemented with a web self-service... Read More
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PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Applications for help desk and customer service can be supplemented with a web self-service... Read More
 
ServiceTonic - Help Desk logo
 
ServiceTonic is a Help Desk and ITSM solution for companies of all sizes in industries including IT Services, accounting, advertising, distribution, healthcare, manufacturing, pharmaceuticals and many more. The solution is offered... Read More
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ServiceTonic is a Help Desk and ITSM solution for companies of all sizes in industries including IT Services, accounting, advertising, distribution, healthcare, manufacturing, pharmaceuticals and many more. The solution is offered... Read More
 
EasyVista logo
 
EasyVista is a help desk solution for large companies in industries including accounting, banking, agriculture, manufacturing, non-profit, food & beverage, healthcare, transportation and many more. The software is offered through a... Read More
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EasyVista is a help desk solution for large companies in industries including accounting, banking, agriculture, manufacturing, non-profit, food & beverage, healthcare, transportation and many more. The software is offered through a... Read More
 
Salesforce.com Service Cloud logo
 
The Salesforce cloud is the leader in on-demand customer relationship management. The system offers a broad suite of CRM applications for small, mid-market and enterprise organizations, with a focus on sales and support. Sometimes... Read More
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The Salesforce cloud is the leader in on-demand customer relationship management. The system offers a broad suite of CRM applications for small, mid-market and enterprise organizations, with a focus on sales and support. Sometimes... Read More
 
Salesforce.com Service Cloud logo
 
Service Cloud is a unique and powerful customer service solution that is designed to promote more effective and productive customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to unify and... Read More
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Service Cloud is a unique and powerful customer service solution that is designed to promote more effective and productive customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to unify and... Read More
 

Buyer's Guide

by Craig Borowski,
Market Research Associate
Last Updated: June 6, 2017


Knowledge management systems allow you to tame the waves of data flooding your business to streamline training, customer support and other vital operations. We've written this buyer's guide to help you narrow down the many options on the market and find one that fits your needs.

Here's what we'll cover:

What Is Knowledge Management Software?
Why Do I Need It?
The Benefits of Organizing Company Data
Common Features of Knowledge Management Software
Pricing and Purchasing Options

What Is Knowledge Management Software?

Basically, this kind of software transforms the raw data accumulated by a company into useful information. It accomplishes this goal by collecting data in a central knowledge base, contextualizing it and making it easily searchable, so that users can find the information they need on their own.

These applications help a company to build and maintain a knowledge base, which is essentially a specialized database that can be searched and browsed by customers. This allows customers to find answers to their own questions before they contact support agents.

Modern knowledge bases are generally components of company websites, with either intranet or extranet access. Many software packages allow you to customize the design of your customer self-service portal so that it fits with your brand. Employees can write content to publish in the knowledge base. The articles can then be indexed in popular search engines for easy access.

Knowledge bases can also be created for internal use, to assist employees with functions such as document sharing, training and resolving support calls. Employee self-service features can interface with other kinds of customer relationship management (CRM) software in order to optimize the performance of support agents.

Why Do I Need It?

The day-to-day activities of even a small business can produce a bewildering array of data. If this data remains unorganized, it isn't worth much to the company. By using software to organize this data, companies can vastly reduce the time that employees spend searching for answers to questions about their jobs and dealing with customer inquiries.

Enterprises and certain markets—particularly IT, telecommunications and finance—practically demand the use of knowledge bases to survive in the information economy. Small to medium-sized businesses can use them to eliminate cluttered filing cabinets and to help ease the transition to a paperless office.

Knowledge bases also have the potential to streamline training processes for companies facing growing pains. And companies that are contending with a high-turnover rate may want to utilize one in order to keep awareness of best practices alive and to ease the responsibilities of trainers.

Common Feautres of Knowledge Management Software

Knowledge management software offers a diverse array of features. The following table lists some of the most important ones to help you focus your search:

Publishing options Look for formatting options for content such as rich text, hyperlinks and images. Workflow customization options can streamline content generation, as does the ability to publish emails directly to knowledge bases by CC’ing them to a special address.
Decision trees Many knowledge management systems can help you create "Q&"-style decision trees, which enable customers to troubleshoot their own issues.
Advanced search and browse options Look for search filters, auto-suggest capability, natural language search and search engine indexing options. Intent-based search, which matches keywords to common reasons why users search the knowledge base (e.g., how to clear a paper jam in a printer), is another powerful feature included in many knowledge bases.
Feedback options Your knowledge base should have built-in feedback options that allow users both to vote on the relevance and helpfulness of articles and to add comments when necessary.
RSS feeds Many knowledge bases feature RSS feeds to keep users on top of new and useful articles.
Self-service portals Self-service portals or help Web pages for customers and employees are a major part of the foundation for knowledge bases. Make sure that your portal can be customized to fit your brand and the design of the rest of your company's website.

The Benefits of Organizing Company Data

Almost all customer service-oriented businesses can benefit from organizing their data for employee and customer access. Benefits include:

  • Helping customers help themselves. Collating information to create self-service portals for customers helps to ease the workload of support agents. This is the function of specialized complaint management software.
  • Centralizing data for support agents. Support agents can also find data about common issues in a single location, which enables them to reduce the amount of time spent on a given ticket.
  • Centralizing data for sales agents. Similarly, sales agents can find centralized information about tactics for converting leads, in order to reduce their time-per-sale.
  • Streamlining training. New employees can find answers to questions they encounter as they learn the ropes in one convenient place.
  • Archiving best practices. The know-how of experienced employees can be preserved so the company doesn't hemorrhage brain power when they leave.
  • Easy document sharing. Providing employees with centralized, remote access to all vital documents reduces the barrage of internal communications that can snarl the daily workings of a company.
  • Keeping management informed. Managers have access to key data at their fingertips, which empowers them to make more informed decisions.

Pricing and Purchasing Options

There are two basic market trends that you need to understand to make an informed purchase: inclusion of knowledge management applications in integrated CRM suites and the Web-based deployment model.

Integrated suites vs. “best-of-breed” systems. Knowledge management tools are frequently bundled, along with other applications, as part of an integrated CRM software suite. If you choose an integrated suite, consider whether the other applications in the package meet your needs. If you choose a standalone or “best-of-breed” application instead, you will need to ensure that it integrates with your existing software, such as your customer service, help desk automation and call center automation solutions. Here are some frequently requested applications among buyers we recently surveyed who chose an integrated CRM suite:

Integrated-Suite Buyers' Top-Requested Applications

Web-based vs. on-premise systems. CRM software can be licensed to users in two different ways: Web-based (meaning, the software is hosted in the cloud and accessed online using an Internet browser) or on-premise (installed on your company’s own servers). The Web-based deployment model, or “Software-as-a-Service (SaaS),” is generally more popular for CRM software, and is priced according to a monthly subscription model. With an on-premise model, on the other hand, you get a perpetual license—meaning you pay the licensing fee once for ongoing use of the software.

Pricing scales up based on functionality. No matter which package type and deployment model you choose, if you want a richer feature set, you can generally expect to pay more for the software. You may have to pay for an enterprise-level subscription to create and maintain a fully featured knowledge base on a large scale:

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