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Frontrunner 2021
Software Advice's FrontRunners report ranks top products based on user reviews, which helps businesses find the right software.
What is Document360?
Document360 is a cloud-based help desk solution that enables users in businesses across various industries to create, collaborate and publish self-service knowledge bases for their products. Features include content management, guided problem solving, discussion boards, product cataloging and more.
Document360's category manager helps users to maintain their product documentation in a hierarchy-based structure. Users can also create sub-categories, edit existing ones and record articles within categories. The solution's built-in editor features markdown keyboard shortcuts and allows users to share code snippets with readers, upload screenshots, create internal links to articles, add tables to documents and get real-time inline previews of content.
Document360'... read more
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User Review Highlights
4.68
106 Reviews
Ease-of-use
out of 5Customer Support
out of 5Value for money
out of 5Functionality
out of 5"Creating and updating articles is really easy. The support / customer success team is eager to help and to build and deploy new functionality."
"Document360 is easy to set up and administer. The employees were extremely helpful during the transition and have been very responsive to our requests since."
"I am happy to work with the whole package Document360 offers. It is not only the simplicity when creating and organizing articles but also the storing of images and videos one use in them."
"The search feature and permissions can sometimes not work properly or get messed up."
"Initially, PDF export was not functioning well."
"It can be hard to set up with other applications we use often."
Read user reviews
How much does Document360 cost?
Free: - $0 - 5 team accounts - No Credit Card Required Startup: $99/month - 5 team accounts Business: $249/month - 20 team accounts Enterprise: $499/month - 20 team accounts Additional plans for available for an Enterprise-grade knowledge base. Migration support from other knowledge base providers is also available.
Starting price
$99.00 per month
Free trial
Available
Free version
Available
Which features does Document360 offer?
Top Document360 features and user ratings for each are:
Knowledge Management
Access Controls/Permissions
Knowledge Base Management
Content Management
Full Text Search
Cataloging/Categorization
Text Editing
Self Service Portal
Document Storage
Collaboration Tools
User Management
Document Management
Alerts/Notifications
SEO Management
This data is sourced from real user reviews, to provide you with unbiased context from people who actually use Document360.
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How easy is Document360 to use and deploy?
Document360 supports multiple deployment options, including: Cloud, SaaS, Web-based, Windows, Mac, Linux, Chromebook.
4.68/5 out of 106 Reviews
Showing 1 - 5 of 98 reviews
Christeen
Verified reviewer
Company size: 2-10 employees
Industry: Computer Software
Time used: Less than 6 months
Review Source: Capterra
This review was submitted organically. No incentive was offered
February 2020
Great overall, could add a couple of more features
Overall I find it a far preferable option to reduce the tickets that shoulder the customer support. The best tool for creating a product Knowledge base and FAQ pages.
Pros
It gives you a central hub of information. Rather than searching and asking for support issues faced by employees through cluttered information, you encourage to find answer themselves. It can be used as both internal and external knowledge base. Top features for me in this tool is the powerful analytics that tells you what people have and what they are looking for, allowing you to plug the gap. This makes your knowledge base more reliable and usable. You can have user restriction access meaning complete control over who is able to access what. If you want to keep your information private.
Cons
The only issue I see is you can import content from WordPress and no word or CHM. Though these are nice to have options I personally prefer having it.
Jay
Company size: 1,001-5,000 employees
Industry: Health, Wellness and Fitness
Time used: Less than 6 months
Review Source: Capterra
This review was submitted organically. No incentive was offered
July 2022
Best knowledge base for our needs
Pros
It feels very intuitive. We first implemented an open-source solution that had a lot of great features but there were more than a few quirks that made it difficult to scale for the entire department to use. With Document360, it just seems to work. Creating and editing content is easy. Building and rearranging the navigation is easy. And customer support has been very responsive. There seems to be good energy behind the product with a strong pipeline of new features. We evaluated several competing products and Document360 came out on top.
Cons
The cost grows considerably with larger teams. The enterprise package comes with 20 authors but after that pricing is per author and there is no distinction between active content creators and casual content creators. I would like my entire department to be able to create knowledge articles but I know that many, if not most, will do so infrequently and the $19/month per user is steep for what they're contributing. I would like to introduce Document360 to the entire organization but the cost would be prohibitive for the number of users we would like to allow to create content but would do so very infrequently.
Reasons for choosing Document360
It was more intuitive and best fit with our workflows.
Aarthi
Company size: 51-200 employees
Industry: Information Technology and Services
Time used: Less than 12 months
Review Source: Capterra
This review was submitted organically. No incentive was offered
June 2022
The easiest and best tool for KB
Pros
Very easy and intuitive tool for KB Gives complete ownership to writers to manage the end-to-end workflow of documentation Inbuilt image and table styles make work much easier SEO and Analytics give broader understanding of how to design KB
Cons
Inflexible home page editor Introduction of span styles on copy-paste Junk characters with periods, quotes, etc. Difficulty in working with callouts Unavailability of preview or staging for intermediate check or review
Jarren
Verified reviewer
Company size: 201-500 employees
Industry: Insurance
Time used: Less than 12 months
Review Source: Capterra
This review was submitted organically. No incentive was offered
April 2022
Great Knowledge Base Product!
For a long time, our end-user documentation was located on SharePoint and over the years became very outdated and unorganized. Document360 has changed the way we design, organize, and maintain all of our end-user documentation for our technology applications at a reasonable price. If you are looking for a true Knowledge Base solution to solve a similar issue, I recommend Document360.
Pros
Document360 provides a Knowledge Base SaaS that is robust, but easy to use and maintain. The content tools feature(s) allows for you to design and create your documentation at a macro level, making the micro editing of that documentation very smooth. SSO and Security Permissions make for a more secure environment and analytics dashboards provide insights into your environment, documentation, and potential knowledge gaps.
Cons
Like any SaaS, there are occasionally bugs you are likely to run into with Document360. With that being said, Document360 has a support system in place to help navigate you through those issues.
Reasons for switching to Document360
As mentioned above, SharePoint did not prove to be a good solution for us any more to maintain our documentation and we needed to move to a true Knowledge Base.
Uthara
Company size: 11-50 employees
Industry: Media Production
Time used: More than 2 years
Review Source: Capterra
This review was submitted organically. No incentive was offered
June 2022
Alternative for DITA for small to mid tier organizations
As I'm moving to a new org, I'm seeing what I can do to take Document360 along with me.
Pros
Document360 has been a breath of fresh air for me after seeing organizations taking it too far with DITA. I will applaud the tool for its simple UI-just MS Word-like and very easy to use! Its powerful Search funtionality is itself enough to make you an instant fan of the platform. Not sure about their backend SEO, but I make use of the slug, short description, and H2 & H3 headings and keywords to optimize my content.
Cons
Experience with Tables can be improved, but I'm told by their Customer Servicing team that some enhancements are on the way.
