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When employees have all the relevant, updated, and accurate information at their disposal, they are likely to be more productive and satisfied with their jobs. After all, knowledge is power.
A study by McKinsey indicates that employees engaged in interactions dedicate approximately 28% of their workweek to email and around 20% to locating internal information or colleagues who can assist in a task.
Internal knowledge base software significantly improves information accessibility by decreasing the time required for research. While internal knowledge bases are not a new concept, an increasing number of business owners are implementing them as centralized data repositories to boost productivity across their organizations.
In this blog, we will discuss internal knowledge base software. We’ll define it, learn its advantages, and offer tips for establishing a centralized information repository within your organization.
What is an internal knowledge base?
An internal knowledge base serves as a centralized location for storing your company’s policies, details about products and services, and standard operating procedures, ensuring they are secure and easily accessible by employees across various departments.
This type of knowledge base includes information such as the company policies, standard operating procedures (SOPs), comprehensive product or service details, employee onboarding guides, troubleshooting guides, and more.
The platform features an advanced search capability that delivers relevant answers to staff inquiries, granting employees immediate access to all necessary resources.
Benefits of using internal knowledge base software
Establishing an internal knowledge base offers numerous advantages that go beyond enhancing organizational efficiency. Let’s explore the key benefits of implementing this resource.
Facilitates onboarding
Having a well-organized internal knowledge base tool makes it easier to bring new employees up to speed, solve problems, and improve their experience.
It provides reference material for effortless training and reduces the workload of senior team members.
Enhances productivity
When crucial information is readily available, worries about delays and inefficiencies diminish. Employees can focus on essential tasks and improve team productivity, as they no longer need to sift through multiple sources of scattered data.
Fosters a teamwork culture
An internal knowledge base acts as a central repository of information for support agents to easily share ideas and best practices, access information for references easily, and ensure everyone stays aligned with the shared goal.
Enhances the ability to make decisions
An internal knowledge base enhances organizational results by equipping your customer service agents with the information they need to address customer concerns quickly and confidently.
Employees can always refer to the knowledge base for company policies and guidelines, ensuring they have the right information before making important decisions.
Encourages quick resolution of technical problems
According to a Panopto study, 81% of employees get irritated when they can’t find the information they need to do their jobs well.
Customer service agents can quickly identify and fix technical problems with the aid of an internal knowledge base.
They can refer to the troubleshooting guides or FAQ page for possible solutions and resolve the customer issue in a short period.
Additionally, the agents can publish and share the solutions as guides so that others can use it in future and ensure consistency.
Promotes knowledge retention
Establishing an internal knowledge base enables companies to leverage the insights and experiences of departing employees.
This tool also ensures that confidential company information remains secure, even when staff members exit the organization.
What resources should your internal knowledge base have?
A well-organized internal knowledge base system is essential for empowering your team, improving efficiency, and fostering a culture of continuous learning.
Here are the core resources you can include to ensure employees can find the information they need quickly and confidently.
- Company information: Includes key details such as your mission, vision, and values, leadership bios, office locations and contact information, company policies and procedures, code of conduct and ethics, and communication guidelines.
- Training resources: Offer learning modules covering technical skills, compliance, and personal development. Utilize AI to customize training paths based on roles and goals.
- Onboarding resources: Introduce your company’s customer service culture, policies, tools, and expectations to help new hires understand their responsibilities, foster connections, and get started smoothly.
- Standard operating procedures (SOPs): Provide detailed, step-by-step guides, enhanced with visuals like screenshots, so employees can perform tasks accurately and confidently.
- How-to videos: Use engaging self-help demos to explain complex procedures, demonstrate soft skills, or share leadership messages—catering to different learning styles.
- Audio recordings: Include podcasts, recorded meetings, or important announcements that employees can listen to during breaks, ensuring knowledge sharing is accessible anytime, anywhere.
- Troubleshooting manuals: Offer systematic guides for resolving common issues independently, reducing downtime. Include clear escalation paths for unresolved issues.
- FAQs: Maintain an up-to-date FAQ section that addresses common questions clearly and efficiently.
- Legal and compliance resources: Provide contracts and agreement templates, regulatory compliance guidelines, and data privacy policies to help teams operate within legal boundaries, protect sensitive information, and stay aligned with industry standards.
Building an effective internal knowledge base
Creating an internal knowledge base involves more than just gathering information; it’s about ensuring every team member can easily access, use, and benefit from it. Here are the key steps to guide you.
Identify the needs of your customers
A practical knowledge base begins with profoundly understanding your users’ requirements.
By conducting a team survey, you can pinpoint what employees struggle to find the most and include that information in the KB.
Set clear goals
Having a clear goal is key to your business journey. Start by writing down your visions to ensure your actions match your desired outcomes.
Consider your audience to identify specific objectives. These might include managing support tickets, cutting costs, and improving satisfaction.
Proper goals will boost your efforts and lead to a rewarding experience.
Create a knowledge base team
Before you start drafting the content to include in your knowledge base system, build a team of experts.
Start with content writers, growth hacking team, website team, editors, and more.
An effective team will ensure the information is always relevant, up-to-date and of good quality.
Provide a robust search function
Strong search features, such as dynamic search engines and keyword optimization, can analyze a knowledge base’s usefulness.
Fast information access greatly improves customer experiences. Adding customer tags and metadata can help facilitate information gathering and improve search efficiency even more.
Enhance your content with impactful visuals
An internal knowledge base without visuals is dull and lifeless, much like a book lacking illustrations.
According to a study conducted by Student-Circuit, visual learning is 83% more effective than text alone because it’s easier to absorb and remember.
Utilize text, photos, and videos to create an immersive and educational knowledge base to improve the self-service experience by explaining procedures and embracing different learning styles.
Present your information in a clear and organized manner
The effectiveness of knowledge base software relies on how easily users can find the information they need.
Create the interface to be simple. Also, optimize the search option. Categorize the content and follow a specific pattern.
Collect feedback and assess content effectiveness
Measure employee engagement metrics to know the performance of your internal knowledge base.
Ask employees about the challenges they face when navigating the self-service resources. Collect all the possible suggestions to improve.
Consider scalability
Scalability impacts your ability to grow and change to meet evolving needs. Issues with rigid software can arise for both clients and staff.
Your software must grow with your business to accommodate an expanding staff and rising content requirements.
Tips to choose the best private knowledge base software
Choosing the right internal knowledge base system is essential for successful knowledge sharing and management. During your selection process, bear the following points in mind.
- Check for seamless integration options: Ensure the knowledge management system smoothly integrates with your existing tools and workflows, like CRMs, project management tools, and communication platforms.
- Evaluate ease of use and search capabilities: Choose a platform with a user-friendly interface and intuitive navigation that includes advanced search features like tags, filters, predictive suggestions, autofill, and AI-powered.
- Examine security and compliance measures: Choose help desk software that offers robust security controls, access management, and compliance options to safeguard sensitive data.
- Prioritize ready-to-use templates: Select a platform that provides pre-designed article templates to facilitate quick content creation and ensure consistency across your knowledge base.
- Consider built-in reports and analytics: Prioritize software that offers comprehensive reporting and analytics tools, enabling you to monitor knowledge base metrics, identify improvement areas, and make data-driven decisions.
- Assess AI capabilities: Look for platforms that incorporate AI features such as smart suggestions, automated tagging, or content summarization to enhance efficiency and user experience.
Top Features
- User-friendly editor: Create, edit, and manage knowledge-based articles without coding expertise.
- Multilanguage support: Connect with a global audience by offering content in multiple languages.
- Powerful search and analytics features: Utilize advanced search features and analyze users’ behavior to optimize content.
- Collaboration tools: Enable multiple agents to work on a single article at once for team-based knowledge creation.
- AI assist tools: Leverage an AI Copilot for features like content suggestions and auto-summarization.
- Customization capabilities: Customize the knowledge base appearance to match your brand and website design.
- Content organization: Organize articles into categories and subcategories for better navigation and searchability.
- Custom templates: Empower agents to create and post content quickly and be more innovative with knowledge base article templates.
- Article performance tracking: Gauge article engagement via views, likes, dislikes, and comments with integrated performance tracking.
- Unlimited articles: Generate unlimited knowledge-based AI articles on various brands and products.
- Permission and access control: Maintain the integrity and security of the information stored within your knowledge base.
- SEO and social-friendly tools: Enhance your help center materials for improved search engine visibility and social media engagement.
BoldDesk pricing
BoldDesk empowers support teams with a hybrid model that balances cost and performance.
Its agent-based pricing options allow businesses to integrate AI while maintaining service excellence.
| Plan | Price per Human Agent | AI Agent Resolution Cost | AI Agent Access | AI Copilot Access |
| Scale | $12/agent/month | Not available | ❌ | ✅ |
| Momentum | $25/agent/month | $0.75/resolution | ✅ | ✅ |
| Enterprise | $39/agent/month | $0.75/resolution | ✅ | ✅ |
Note: AI agents are available in Momentum and Enterprise plans at $0.75 per resolution.
AI Copilot can be added for $20/month to support human agents.
BoldDesk delivers smart, scalable support solutions.
Looking to grow your team? Let’s build a custom plan together — chat with our experts now!
2. Confluence
Confluence is a documentation tool that enhances knowledge sharing within organizations. It integrates with other Atlassian products, such as Jira, offering a holistic project management solution.
Key Features
- Search and navigation
- User roles and permissions
- Ready-made templates
- Reporting and analytics
- Collaborative team editing
Pricing
- Free: $0 for up to 10 users (monthly subscription)
- Standard: $6.05/agent/month
- Premium: $11.55/agent/month
- Enterprise: Contact Atlassian
Free trial duration: 7 days
3. Notion
Notion is a versatile tool that enables users to create, manage, and organize content within a customizable workspace.
It utilizes a block-based system, allowing users to integrate different types of content blocks—including text, images, databases, tasks, and more—on a single page.
Designed for teamwork, Notion offers real-time editing and commenting capabilities.
Key Features
- Branding and personalization
- Collaboration and sharing options
- Role management and permissions
- Tailorable templates
- Reporting and analytical tools
Pricing
- Free: $0/month, limited blocks for teams
- Plus: $8/user/month
- Business: $15/users/month
- Enterprise: Contact Notion
4. Helpjuice
Helpjuice is a knowledge base software that allows businesses to create, share and manage information for internal use.
It has an affordable pricing plan with a user-friendly interface.
Key Features
- Intuitive user interface
- Advanced search capabilities
- Collaborative content development and management
- Analytics and reporting tools
Pricing
- Starter: $120 per month up to 4 users
- Run up: $200 per month up to 16 users
- Premium: limited $289 per month up to 60 users
- Unlimited: $659 per month for unlimited users
Free trial: 14 days
Begin building your internal knowledge base today
The internal knowledge base software you implement for your team determines their overall productivity. You can empower your employees to create and share knowledge internally for quick issue resolution.
We recommend BoldDesk as your team’s companion when it comes to a simple yet powerful internal knowledge base software.
You can reach out to our support team for any inquiries. Please feel free to leave a comment below.
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Frequently asked questions
An internal knowledge base is a private repository of information, tools, and resources designed to support employees within your organization, ensuring they have quick access to policies, procedures, and training materials.
In contrast, an external knowledge base is accessible to customers or the public, providing self-service support, product information, and troubleshooting guidance to enhance user experience and reduce support inquiries.
You can track metrics such as search success rates, article views, and user feedback to assess how well it supports employee needs.
Additionally, monitor reductions in support tickets and onboarding time to assess its impact on productivity and efficiency.
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