Knowledge Base Software
Internal and external knowledge management.
Key Functions
| Function | Description | AI Opportunity |
|---|---|---|
| Article Creation | Rich editor, templates | AI writing |
| Organization | Categories, tags, hierarchy | Auto-organization |
| Search | Full-text, filters, suggestions | Semantic search |
| Access Control | Public, internal, role-based | — |
| Versioning | History, drafts, review | — |
| Analytics | Views, searches, feedback | Gap identification |
| Feedback | Ratings, comments, suggestions | Auto-improvement |
| Multi-language | Translations, localization | Auto-translation |
| Embedding | Widget, in-app help | — |
| AI Assistant | Chat interface to knowledge | Core function |
Data Footprint
Core Entities
| Entity | Fields | Volume | Sensitivity |
|---|---|---|---|
| Articles | content, status, author, category | High | Variable |
| Categories | name, hierarchy, permissions | Low | Low |
| Versions | content snapshots, timestamps | High | Variable |
| Search Queries | terms, results, clicks | Very High | Low |
| Feedback | ratings, comments, suggestions | Medium | Low |
| Users | access, activity, preferences | Medium | Medium |
| Analytics | views, searches, time on page | High | Low |
Integration Points
| System | Data Flow | Direction |
|---|---|---|
| Support | Article suggestions | Bi-directional |
| Slack/Teams | Search, share | Bi-directional |
| Product | In-app help widget | Outbound |
| CRM | Customer-specific content | Bi-directional |
| Training | Learning paths | Bi-directional |
| SSO | Authentication | Inbound |
Data Retention
| Data Type | Typical Retention | Compliance Driver |
|---|---|---|
| Articles | Indefinite | Knowledge preservation |
| Versions | 90 days - indefinite | Audit trail |
| Search analytics | 1-2 years | Improvement |
| Feedback | 1-2 years | Analysis |
Evaluation Criteria
| Criteria | Weight | Notes |
|---|---|---|
| Search quality | High | Core use case |
| AI capabilities | High | Chat, suggestions |
| Ease of authoring | High | Content creation |
| Customization | Medium | Brand alignment |
| Analytics | Medium | Content gaps |
| Integration depth | Medium | Support, product |
| Pricing | Medium | Scale economics |
Market Leaders
| Product | Strength | Best For |
|---|---|---|
| Notion | Flexibility, internal | Internal wikis |
| Guru | AI, verification | Team knowledge |
| Confluence | Atlassian ecosystem | Atlassian shops |
| Zendesk Guide | Support integration | Support teams |
| GitBook | Developer docs | Technical docs |
| Document360 | Customer KB | Customer-facing |
AI Disruption Potential
| Function | Current State | 2027 Projection |
|---|---|---|
| Search | Keyword + NLP | Conversational |
| Content creation | Manual | AI-assisted |
| Gap identification | Analytics-based | Predictive |
| Auto-answers | Basic | Full AI support |
| Content updates | Manual review | Auto-freshness |
| Personalization | Segments | Individual |
Build vs Buy: Buy for most. Knowledge base infrastructure is commodity. Build only if deep product integration required.