Article Diary - General Knowledge Digest

Ideal Features of Knowledge Base Software

Knowledge bases are one of the main requirements for any business, especially from the customer service perspective. They are a store house of information. This information is valuable to the clients. When a website has a knowledge base, visitors can find information that they need by themselves. They may be looking for something specific, but they can benefit from all information related to what they are looking for. It is an important tool in Customer Relationship Management (CRM) and saves the time of both the customer and the customer support staff.

Knowledge base software is a tool that is used to construct and manage knowledge bases and it goes without saying that the features and benefits of such software should give value for the money and time spent on using them.

So let’s see what are the ideal features that a knowledge base software should have in it.

Knowledge Base Software Features

Knowledge Base Software
  • First and foremost, the software should be easy to use. It should be easy to install, customize and use.
  • Admin Control Panel with the ability to control who has access to what areas.
  • Ability to set up work flows.
  • Accessibility from any browser.
  • Authentication of users from remote locations.
  • No limit on user privileges.
  • Ability to generate statistics and reports.
  • Clear nomination of roles and privileges.
  • No limit on content.
  • Categorizing and tagging facility.
  • Different ways of displaying categories and folders.
  • Ease of use in categorizing and displaying articles from different folders.
  • Easy to upload articles.
  • Ability to add attachments to articles.
  • Ability to designate articles as readable only by role specific users.
  • Easy to make updates to articles.
  • Easy to add images.
  • Easy to print/export information.
  • User friendly templates.
  • Customized templates.
  • Look and feel of knowledgebase should be changeable to suit the website design.
  • Have a FAQ section about the knowledgebase and how to use it.
  • Helpdesk.
  • Ability to rate articles.
  • Ability to share articles.
  • Ability to comment on articles.
  • A very good search feature.
  • Helps to share information with employees, customers or partners.
  • An extensive glossary.
  • Ability to view latest and most popular articles.
  • Provision for providing feedback, suggestions, asking questions.
  • Password reminder facility.
  • Admin that responds to feedback/questions effectively.
  • Support in multiple languages.
  • SEO friendly URLs and content.

An effective knowledge base software is one that incorporates all these features. When it is thus, it makes it worthwhile for both the business and the clients. It’s not enough to have information. To provide this information in a structured and easily accessible fashion is the duty of good knowledge base software.

5 (1)
Article Rating (1 Votes)
Rate this article
Attached Files
There are no attachments for this article.
There are no comments for this article. Be the first to post a comment.
Security Code Security Code
Related Articles RSS Feed
Why gold price will rise rapidly?
Viewed 1543 times since Sat, Nov 14, 2009
Rupay Card by India to replace Visa, MasterCard
Viewed 1404 times since Wed, Mar 23, 2011
How to view your account payment history?
Viewed 5067 times since Sat, Oct 10, 2009
Things to Know About Project Management Software
Viewed 1649 times since Tue, Jul 20, 2010
Name Transfer Endorsement (Motor)
Viewed 167 times since Mon, Jun 4, 2018
How do I add and register extra domain names?
Viewed 3881 times since Fri, Oct 9, 2009
Knowledge Process Outsourcing
Viewed 1544 times since Sat, Jan 16, 2010
Is it safe to file your taxes online?
Viewed 1503 times since Sat, Mar 27, 2010
Beautiful Free Charts For Excel & Powerpoint
Viewed 2002 times since Tue, Oct 13, 2009