# Best Knowledge Management Software for Medium-Sized Businesses - Page 4 *By [Neeraja Prakash](https://research.g2.com/insights/author/neeraja-prakash)* Products classified in the overall Knowledge Management category are similar in many regards and help companies of all sizes solve their business problems. However, medium-sized business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Medium-Sized Business Knowledge Management to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Medium-Sized Business Knowledge Management category. In addition to qualifying for inclusion in the Knowledge Management Software category, to qualify for inclusion in the Medium-Sized Business Knowledge Management Software category, a product must have at least 10 reviews left by a reviewer from a medium-sized business. ## Top Knowledge Management Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [Slack](https://www.g2.com/products/slack/reviews) | 4.5/5.0 (37,453 reviews) | Searchable team knowledge with channel-based context | "[Intuitive Real-Time Collaboration with Powerful Integrations](https://www.g2.com/survey_responses/slack-review-13112760)" | | 2 | [Confluence](https://www.g2.com/products/confluence/reviews) | 4.1/5.0 (4,246 reviews) | Jira-connected team knowledge and documentation | "[The Ultimate Source of Truth for Engineering and Product Teams](https://www.g2.com/survey_responses/confluence-review-12546661)" | | 3 | [Notion](https://www.g2.com/products/notion/reviews) | 4.6/5.0 (11,114 reviews) | Relational knowledge bases with AI-queryable context | "[Notion: A Clean, Flexible All‑in‑One Workspace](https://www.g2.com/survey_responses/notion-review-13092021)" | | 4 | [ClickUp](https://www.g2.com/products/clickup/reviews) | 4.6/5.0 (12,622 reviews) | Centralized knowledge with multi-view task hierarchy | "[Real-Time Project Visibility and Industry-Specific Answers with Brain2 + Chat GPT](https://www.g2.com/survey_responses/clickup-review-13123659)" | | 5 | [NinjaOne](https://www.g2.com/products/ninjaone/reviews) | 4.7/5.0 (4,536 reviews) | Endpoint knowledge with background-mode remediation | "[Great value for a growing MSP](https://www.g2.com/survey_responses/ninjaone-review-13125683)" | | 6 | [Scribe](https://www.g2.com/products/scribe/reviews) | 4.8/5.0 (899 reviews) | Click-capture SOP documentation with AI annotation | "[Detailed Screenshots, User-Friendly, and a Huge Upgrade from Manual Documentation](https://www.g2.com/survey_responses/scribe-review-12968483)" | | 7 | [MaintainX](https://www.g2.com/products/maintainx/reviews) | 4.8/5.0 (1,528 reviews) | AI-assisted maintenance procedure and asset knowledge capture | "[Helping Transform Maintenance from Reactive to Proactive](https://www.g2.com/survey_responses/maintainx-review-12996913)" | | 8 | [Connecteam](https://www.g2.com/products/connecteam/reviews) | 4.6/5.0 (3,491 reviews) | Deskless workforce knowledge and compliance distribution | "[Connecteam Review](https://www.g2.com/survey_responses/connecteam-review-10735494)" | | 9 | [Guru](https://www.g2.com/products/guru/reviews) | 4.7/5.0 (2,260 reviews) | Verified knowledge delivery inside daily workflows | "[A fast and user-friendly knowledge platform with room to grow](https://www.g2.com/survey_responses/guru-review-11254414)" | | 10 | [ABB Electronic Work Instructions](https://www.g2.com/products/abb-electronic-work-instructions/reviews) | 4.4/5.0 (51 reviews) | Paperless shopfloor SOPs with 3D work instructions | "[ABB electronics instructions eliminated paperwork and made tasks easier](https://www.g2.com/survey_responses/abb-electronic-work-instructions-review-12239242)" | ## G2 Grid® for Knowledge Management Software ![G2 Grid® for Knowledge Management Software plotting products by satisfaction and market presence](https://www.g2.com/categories/knowledge-management/grids.png?focus%5B%5D=3437&focus%5B%5D=82623&focus%5B%5D=280&focus%5B%5D=25671&focus%5B%5D=112031&focus%5B%5D=162357&focus%5B%5D=12139&focus%5B%5D=25675) Highlighted products: Slack, Notion, Confluence, NinjaOne, MaintainX, Scribe, Guru, and ClickUp. Underlying data: [Grid® JSON](https://www.g2.com/categories/knowledge-management/grids.json?focus%5B%5D=slack&focus%5B%5D=notion&focus%5B%5D=confluence&focus%5B%5D=ninjaone&focus%5B%5D=maintainx&focus%5B%5D=scribe&focus%5B%5D=guru&focus%5B%5D=clickup&segment=mid-market) ## How Many Knowledge Management Software Products Does G2 Track? **Total Products under this Category:** 462 ### Category Stats (Jul 2026) - **Average Rating**: 4.5/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: Bettermode (+0.8%) - Among all products in this category, Bettermode recorded the largest rating increase compared to last month *Last updated: July 17, 2026* ## How Does G2 Rank Knowledge Management Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 113,800+ Authentic Reviews - 462+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. --- **Sponsored** ### ShareGate ShareGate is a Microsoft 365 migration and governance software platform that helps IT professionals move business data to Microsoft 365 and maintain control of their environments after migration. Trusted by over 100,000 IT pros, ShareGate addresses two distinct operational challenges for IT teams managing Microsoft 365 at scale: executing complex tenant-to-tenant and cross-platform migrations accurately, and maintaining ongoing visibility and governance across collaboration environments. ShareGate Migrate supports organizations moving content between Microsoft 365 tenants and from third-party platforms. Key capabilities include: • Tenant-to-tenant migration for SharePoint, Microsoft Teams, OneDrive, and Exchange Online • Cross-platform migration from Google Workspace, Box, and on-premises file shares • Pre-migration environment analysis covering permissions, ownership, and content structure • Post-migration verification and reporting • Concurrent migration support with workload coverage scaled by plan tier ShareGate Protect supports IT teams managing Microsoft 365 governance on an ongoing basis. Key capabilities include: • Tenant-wide visibility into access, workspace health, guest permissions, and license utilization • Identification of oversharing, inactive workspaces, ownership gaps, and external access drift • Guided remediation tools for fixing access and governance issues without custom scripting • AI and Microsoft Copilot access exposure indicators to support readiness assessments • Cost and license visibility with dollar-value indicators for operational decision-making ShareGate is used by IT professionals and managed service providers across organizations of varying sizes, with particular adoption among teams managing Microsoft 365 environments through mergers, acquisitions, and organizational restructuring. The platform is designed to reduce manual effort and administrative overhead across both migration projects and ongoing governance operations. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=1043&secure%5Bchosen_at%5D=2026-07-18T20%3A55%3A43Z&secure%5Bdisplayable_resource_id%5D=1190&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=40307&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=40307&secure%5Bresource_id%5D=1043&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fknowledge-management%2Fmid-market%3Fpage%3D4&secure%5Btoken%5D=151f66cdcf695f9d48700f6b20dc5831f979c996512942b34cd7f06e6c28abde&secure%5Burl%5D=https%3A%2F%2Fsharegate.com%2Fdemo%2F%3Futm_source%3Dg2%26utm_medium%3Dppc%26utm_campaign%3Dg2_advertising%26utm_content%3Dsponsored_listing&secure%5Burl_type%5D=book_demo) --- ## What Are the Top-Rated Knowledge Management Software Products in 2026? ### 1. [Next Matter](https://www.g2.com/products/next-matter/reviews) Next Matter is the only process orchestration platform that empowers business users to publish automated workflows—without relying on IT. Purpose-built for the AI era, it combines the flexibility of case management with the structure of enterprise-grade iBPMS, designed for business teams, governed by IT. With Next Matter, users orchestrate people, systems, and data through a visual drag-and-drop workflow builder, no-code interfaces for team and guest actions, and dashboards that deliver end-to-end transparency. Leading enterprises trust Next Matter to accelerate transformation: ✔ OBI empowers business teams to launch production-ready process prototypes in just days. ✔ Trade Republic rolls out compliant, customer-facing workflows in weeks—not months. ✔ Ocorian fully automates complex fund administration processes across geographies. ✔ O₂ Telefónica transforms employee service delivery—digitizing processes without developer bottlenecks. \_\_\_\_\_ Founded in 2019, Next Matter is a remote-first company backed by OMERS Ventures, Crane, and BlueYard. Our mission: to build the best orchestration and automation platform for the AI era. **Average Rating:** 4.4/5.0 **Total Reviews:** 33 **Who Is the Company Behind Next Matter?** - **Seller:** [Next Matter](https://www.g2.com/sellers/next-matter) - **Year Founded:** 2018 - **HQ Location:** Berlin, DE - **Twitter:** @theNextMatter (54 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/nextmatter/ (12 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Insurance - **Company Size:** 67% Mid-Market, 30% Small-Business #### What Are Next Matter's Pros and Cons? **Pros:** - Ease of Use (3 reviews) - Easy Setup (2 reviews) - Process Efficiency (2 reviews) - Automation Control (1 reviews) - Customer Support (1 reviews) **Cons:** - Complexity (1 reviews) - Editing Difficulties (1 reviews) - Editing Issues (1 reviews) - Expensive (1 reviews) - Form Issues (1 reviews) ### What Do G2 Reviewers Say About Next Matter? *AI-generated summary from verified user reviews* **Pros:** - Users laud the **ease of use** of Next Matter, enabling seamless workflow creation without coding skills. - Users praise the **easy setup** of Next Matter, allowing for seamless workflow creation without coding requirements. - Users commend the **process efficiency** of Next Matter, empowering automation and streamlined workflow management effortlessly. - Users value the **automation control** of Next Matter, enhancing workflow management without needing coding skills. - Users appreciate the **exceptional customer support** from Next Matter, aiding in efficient process automation and workflow management. **Cons:** - Users find **integrations complex** and lacking training resources, leading to slower performance and dependency on support. - Users note **editing difficulties** in Next Matter, specifically regarding accidental mistakes and saving forms. - Users find **editing issues** in Next Matter hinder effective use, particularly for internal users needing form corrections. - Users find Next Matter **expensive** due to complex integrations and slow loading times for larger processes, requiring additional support. - Users find the **form issues** in Next Matter challenging, specifically with saving, editing, and printing capabilities. #### What Are Recent G2 Reviews of Next Matter? **"[Great experience so far with Michael Guan the rest of the NM team!](https://www.g2.com/survey_responses/next-matter-review-7485417)"** **Rating:** 5.0/5.0 stars *— Sam H.* [Read full review](https://www.g2.com/survey_responses/next-matter-review-7485417) --- **"[We highly recommend NM to automated the process.](https://www.g2.com/survey_responses/next-matter-review-7472260)"** **Rating:** 4.5/5.0 stars *— Fatima J.* [Read full review](https://www.g2.com/survey_responses/next-matter-review-7472260) --- ### 2. [Swimm](https://www.g2.com/products/swimm/reviews) Swimm is an AI coding assistant that helps developers quickly understand big, complex codebases—and seamlessly captures knowledge to fill in any documentation gaps **Average Rating:** 4.4/5.0 **Total Reviews:** 27 **How Do G2 Users Rate Swimm?** - **Q & A:** 9.5/10 (Category avg: 8.6/10) **Who Is the Company Behind Swimm?** - **Seller:** [S.T. Swimm Tech](https://www.g2.com/sellers/s-t-swimm-tech) - **Year Founded:** 2019 - **HQ Location:** Tel Aviv, Israel - **Twitter:** @swimm_io (1,359 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/swimm-io/about (60 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software, Computer & Network Security - **Company Size:** 67% Mid-Market, 33% Small-Business #### What Are Swimm's Pros and Cons? **Pros:** - AI Assistance (3 reviews) - AI Technology (3 reviews) - Helpful (3 reviews) - Useful (3 reviews) - Ease of Use (2 reviews) **Cons:** - Chat Functionality Issues (1 reviews) ### What Do G2 Reviewers Say About Swimm? *AI-generated summary from verified user reviews* **Pros:** - Users praise the **contextual accuracy of Swimm's AI assistance** , transforming team interactions with code and documentation. - Users value Swimm's **contextual AI assistance** for enhancing code interaction and streamlining documentation efforts. - Users value the **contextual understanding** of Swimm, enhancing collaboration and efficiency in code documentation and queries. - Users find **Swimm's AI assistant invaluable** for enhancing code interaction and documentation efficiency in their teams. - Users find Swimm to be remarkably **easy to use** , facilitating efficient interactions with code within teams. **Cons:** - Users desire the **chat functionality** to be available in the web interface for improved accessibility. #### What Are Recent G2 Reviews of Swimm? **"[Our developers are so much more productive](https://www.g2.com/survey_responses/swimm-review-9136656)"** **Rating:** 5.0/5.0 stars *— Verified User in Information Technology and Services* [Read full review](https://www.g2.com/survey_responses/swimm-review-9136656) --- **"[/ask Swimm = fewer interruptions for my team, deeper work, faster deployment](https://www.g2.com/survey_responses/swimm-review-9147184)"** **Rating:** 5.0/5.0 stars *— Verified User in Computer & Network Security* [Read full review](https://www.g2.com/survey_responses/swimm-review-9147184) --- #### What Are G2 Users Discussing About Swimm? - [What is Swimm used for?](https://www.g2.com/discussions/what-is-swimm-used-for) - 1 comment ### 3. [Operations1](https://www.g2.com/products/operations1/reviews) What is Operations1? Operations1 is an AI-powered Connected Worker Platform (worker assistance system / SOP management software) for manufacturing companies. The platform serves as the central execution layer for all worker-led processes on the shopfloor: digital work instructions, checklists, and inspection reports are created via a drag-and-drop editor, version-controlled, and delivered directly to the workstation through an offline-capable app. Workers are guided step by step through assembly, quality inspection, or maintenance, with every execution automatically generating an audit-proof report. Integrated AI features support workers and process owners along the entire workflow, from document creation to execution. The result: scalable productivity, higher manufacturing quality, and the operational flexibility to rapidly onboard new products, employees, and sites. As an official SAP partner, Operations1 integrates seamlessly into ERP, MES, CAQ, and DMS systems via bidirectional interfaces. ISO 27001 certified, GDPR-compliant, hosted on Microsoft Azure in the EU. Who is Operations1 for? Operations1 is designed for manufacturing companies with 500 or more employees. Its 160+ customers across the DACH region, Europe, and the USA include companies such as Daimler Truck, Trumpf, Liebherr, Krones, ThyssenKrupp, and Quantum Systems. Typical users are production managers, quality managers, maintenance managers, OpEx and Lean managers, and workers on the shopfloor. What use cases does Operations1 address? Digital assembly instructions: Variant-specific instructions for paperless assembly and complete as-built documentation Digital quality inspection: Inspection reports, checklists, electronic signatures and approval workflows, 5S/6S audits, and HSSE safety briefings Digital maintenance: Maintenance plans and maintenance instructions for preventive and corrective maintenance Employee onboarding and knowledge transfer: Training of new employees and temporary workers through intuitive digital worker guidance and organized process knowledge Digital commissioning (FAT/SAT): Structured acceptance protocols for mechanical and plant engineering Digital setup: Digital setup instructions for standardized setup processes and setup time optimization (SMED) Digital shift handover: Structured shift documentation and shopfloor communication for seamless information transfer Continuous improvement (CIP): Real-time analytics as a decision-making foundation for standardizing manufacturing processes Which industries use Operations1? Operations1 is used across industries in both discrete and process manufacturing. Key industries include mechanical and plant engineering, automotive and automotive suppliers, and agricultural and commercial vehicles. In addition, companies in electronics manufacturing, industrial goods, food & beverage, aerospace & defense, pharma & life sciences, and the packaging industry use the platform for their shopfloor processes. What results do customers achieve with Operations1? Specific results vary by industry, starting point, and use case. Three verified customer examples illustrate the range of measurable impact: Quantum Systems (Aerospace): 300% output increase in 12 months, defect rate reduced from over 50% to under 2%, training time shortened from 2 months to 2 weeks Oetiker (Automotive/Industrial goods): Overall equipment effectiveness (OEE) increased by 11 percentage points and mean time to repair reduced by 23% within 6 months Soudronic (Mechanical engineering): 95% less effort in document compilation, 100% elimination of manual archiving How does Operations1 differ from MES, CMMS, or generic workflow tools? MES systems control machines and production orders but do not capture worker-led processes such as assembly, inspection, or maintenance. CMMS solutions manage maintenance tickets but cannot map work instructions or quality inspections. Generic workflow tools are not built for the shopfloor -- they offer neither offline capability nor worker guidance at the workstation. Operations1 fills exactly this gap: AI-powered work instructions, modular documentation, and audit-proof inspection reports on a single platform that, as an official SAP partner, integrates seamlessly into ERP, MES, CAQ, and DMS via bidirectional interfaces. Operation requires no IT skills and works in over 20 languages on any device - even offline. **Average Rating:** 4.6/5.0 **Total Reviews:** 23 **Who Is the Company Behind Operations1?** - **Seller:** [Cioplenu](https://www.g2.com/sellers/cioplenu) - **Company Website:** https://cioplenu.com/ - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 71% Mid-Market, 25% Enterprise #### What Are Recent G2 Reviews of Operations1? **"[Efficient, intuitive, and customer-oriented – Operations1 convinces](https://www.g2.com/survey_responses/operations1-review-13095766)"** **Rating:** 5.0/5.0 stars *— Philipp C.* [Read full review](https://www.g2.com/survey_responses/operations1-review-13095766) --- **"[Efficient instruction management, but need for improvement in browser editing](https://www.g2.com/survey_responses/operations1-review-13109073)"** **Rating:** 5.0/5.0 stars *— Philipp S.* [Read full review](https://www.g2.com/survey_responses/operations1-review-13109073) --- ### 4. [Kipwise](https://www.g2.com/products/kipwise/reviews) Kipwise is a smart company knowledge management tool that integrates seamlessly with Slack, Google Drive and more, so you can build up your team knowledge base super easily from your daily communication. • The most seamless knowledge management process on Slack Direct Slack sign-in, handy slash commands and Slack actions to create and search for team knowledge directly in Slack, smart Slack bot to help automate your flow. You simply don’t need to leave Slack to build up your team knowledge base. • Connect the tools you use everyday Kipwise integrates seamlessly with the tools your team already uses like Google Drive, Confluence, Chrome, so setting up is easy and you no longer have to search in multiple places just to find a file. • Content review flow To ensure your content is always accurate and up-to-date, you can set designated reviewers for your content and we will automatically remind them to review the content in pre-set intervals or when teammates created content in folders that they don’t have review rights in. • Build up knowledge base automatically through Q&A Couldn’t find something on Kipwise? Assign the question to a teammate, the Q&A will be saved to Kipwise automatically when your teammate answered. Over time, Kipwise can learn from your questions to improve search accordingly. • Smart Kipwise Bot to help automate your flow Kipwise bot can deliver the best answer from the knowledge base for your questions and save important team knowledge to Kipwise automatically. **Average Rating:** 3.9/5.0 **Total Reviews:** 11 **How Do G2 Users Rate Kipwise?** - **Q & A:** 8.3/10 (Category avg: 8.6/10) **Who Is the Company Behind Kipwise?** - **Seller:** [Kipwise](https://www.g2.com/sellers/kipwise) - **Year Founded:** 2018 - **HQ Location:** Tallinn, Harjumaa - **Twitter:** @kipwise_com (949 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/kipwise/ (2 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Marketing and Advertising - **Company Size:** 91% Mid-Market, 9% Small-Business #### What Are Recent G2 Reviews of Kipwise? **"[Good software to help you share knowledge within a team](https://www.g2.com/survey_responses/kipwise-review-6577927)"** **Rating:** 4.0/5.0 stars *— Verified User in Marketing and Advertising* [Read full review](https://www.g2.com/survey_responses/kipwise-review-6577927) --- **"[Kipwise is an excellent tool for companies that establish best practices for the tool](https://www.g2.com/survey_responses/kipwise-review-6478542)"** **Rating:** 4.0/5.0 stars *— Kayley W.* [Read full review](https://www.g2.com/survey_responses/kipwise-review-6478542) --- #### What Are G2 Users Discussing About Kipwise? - [What is Kipwise used for?](https://www.g2.com/discussions/what-is-kipwise-used-for) ## What Is Knowledge Management Software? [Content Management Systems](https://www.g2.com/categories/content-management) --- ## How Do You Choose the Right Knowledge Management Software? ### What You Should Know About Knowledge Management Software ### What is Knowledge Management Software? Knowledge management tools are used by companies that wish to make the most of their employees’ varying levels of skill and experience. The software provides a common gathering place for teammates and remote coworkers to benefit from processes and workflows that have been documented, such as onboarding documents, frequently asked questions, and more. These tools are especially helpful when onboarding new employees and as well as when saying goodbye to veteran employees. No one likes repetition, and knowledge management tools keep the old to inform the new. They help keep large teams on the same page, decreasing the chances of misinformation and easily avoidable errors. Key Benefits of Knowledge Management Software - Easily organize large volumes of various data types - Access advanced insight, knowledge, and experience over time regardless of role - Encourage collaboration through accessibility of information - Give or strengthen structure of standard processes - Increase communication among disparate departments - Retain company knowledge after specific intelligence has moved on - Provide a self-service knowledge base for users of a product or service ### Why Use Knowledge Management Software? Knowledge management software has both internal and external use cases. Some companies use knowledge management software as an internal database for employees to reference. Other businesses will use knowledge management software as an external reference for customers. **Retain Information —** Knowledge management solutions are often used to onboard new employees. Administrators and HR coordinators can keep training presentations, printable document files, dress code and conduct handbooks, and more in folders that are accessible by members of the company. This decreases the frequency with which employees reach out to ask questions such as which holidays they receive off and just how casual are casual Fridays. In the same vein, long-term employees who retire or move on to their next opportunity don’t take all of their knowledge with them. The questions they’ve answered and the files they’ve uploaded remain accessible within the tool until an administrator deems them outdated or unnecessary. This is especially helpful for companies with unique processes that rely on informed employees to help troubleshoot and solve problems. With a knowledge management tool, the expertise remains with the organization. **Efficiency —** Organized, documented knowledge means less time spent asking and answering questions and more time working on the tasks or projects at hand. With so much company information available digitally, employees spend less time having coworkers walk them through explanations manually. With open forums and FAQ pages, those in need have an abundance of eyes on their questions. More people having access to a question means a faster response time, as well as more voices to weigh in on a solution. Users can upload documents and files to the knowledge management solution straight from their [file storage](https://www.g2.com/categories/file-storage-and-sharing) or [digital asset management](https://www.g2.com/categories/digital-asset-management) accounts. Integration with these types of software products increases efficiency because users don’t have to perform the processes manually. Users can also tag coworkers within comments on files or generate a link to send others straight to a document they need to see. This saves the time spent searching through information, allowing users to find and bookmark files quickly, keeping them for future reference. **Customer Service —** An FAQ is named such because customers typically have the same questions about a company or product. A knowledge management system can serve as an easy customer service tool where customers can look up frequently asked questions or how-tos on a company’s website. This method of customer service can prove to be much cheaper than a help desk and can drive down call traffic. **Task Management —** Knowledge management tools help users figure out _how_ to reach goals, and some do so with specific [task management features](https://www.g2.com/categories/task-management). Although task management software is a category all its own, it is also a functionality that lies within multiple other types of software. Many knowledge management tools have features that can provide transparency into project or task completion. Tagging features within documents allows users to pass files or documents on to those whose attention they require. ### Who Uses Knowledge Management Software? Businesses from across the spectrum utilize knowledge management software to organize their internal practices and external knowledge bases. **Onboarding Employees —** Knowledge management software is also helpful in the process of onboarding and training new employees. Instead of taking hours out of the day to respond to every new thought and question that arises, new employees can look to knowledge management software for answers. They can search within the tool to see if the information they seek has been documented before. This encourages an environment where employees seek answers first and ask questions later. **Veteran Employees —** Knowledge management software helps companies retain information that valued employees, managers, and other company members have developed and recorded over time. This is useful for businesses that don’t want to lose or misplace knowledge when an employee inevitably moves on to another company or to a role within the same company. Information can be archived so even old, outdated information can be stored for future reference. **Customers —** Customers with questions about a product or service will often turn to a company’s website for a knowledge base on their offering. This knowledge base can be built by the company themselves or with additional insight from other customers. Customer insight is crucial since they share the same perspective and can provide other customers with advice with that perspective in mind. ### Kinds of Knowledge Management Software Knowledge management tools can look very different based on their intended use case. Those meant for internal use will offer a different set of features compared to those intended for external use. However, at their core, these tools are essentially the same in how they create, store, and look for content. **Internal Knowledge Base —** The most common usage for a knowledge management system is for internal information and practices. Internal knowledge bases will often require a login from a company email or from an email given express access to the knowledge base. Companies will use knowledge management systems to archive repetitive tasks, business practices, and company information. **External Knowledge Base —** External knowledge management systems are often hosted on a company’s website or on a separate website solely devoted to the knowledge base. Unlike internal knowledge management tools, these usually don’t require a login. While some knowledge bases are curated solely by the company itself, some will allow users to post tips or answer questions other users have. This creates a knowledge base the average consumer can contribute to, engaging them with the product in unexpected ways. **Hybrid Knowledge Base —** While most knowledge management systems can be used internally or externally at a company’s discretion, some products host both and intentionally provide different functions for each type. These products are dual-sided, with one set of features for internal use and another for external use. This makes for one cohesive knowledge base solution, both internal and external, hosted through one application. ### Knowledge Management Software Features **Q and A —** Provides forums where employees of various levels can share expertise and processes. **Searchable —** Incorporates a search bar to help navigate users to appropriate content. **Public vs Private —** Offers the choice to make a conversation private between specified contributors or open to the public. **File Viewing —** Stores and readies various file types for viewing. **Tagging —** Allows users to tag one another in file data or comments for easier search and referencing. **Upload —** Lets users upload documents, photos, and various other file types from their personal devices for greater knowledge sharing. **Link Sharing —** Lets users direct one another via customized links, foregoing a lengthy search process. **Comments —** Allows users to leave notes or comments on various file types for eventual reference. ### Software and Services Related to Knowledge Management Software **Business Content Management —** [Business content management software](https://www.g2.com/categories/business-content-management) will often integrate with knowledge management systems, allowing users to pull documents or assets from a BCM and attach the documentation in the knowledge base. This creates a fluid process of knowledge gathering and document acquisition for employees. **Enterprise Content Management —** [Enterprise content management (ECM) software](https://www.g2.com/categories/enterprise-content-management-ecm) integrates with knowledge management systems in the same way that business content management software does. Knowledge management tools will allows users to link back to or attach content from an ECM so documents mentioned in the knowledge base can be quickly pulled up. **Customer Self-Service —** Some [customer self-service software](https://www.g2.com/categories/customer-self-service) include the same features of a knowledge management system. Customer self-service tools are more varied, but many knowledge management tools geared toward external uses will also be labeled customer self-service.