Imagine a workplace where employees don’t waste hours digging through old documents or emailing colleagues for answers. Instead, they have instant access to accurate, up-to-date information, right when they need it. That’s the power of an internal knowledge base.
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.
Now, picture this: what if all that knowledge, including processes, policies, and expert insights, were stored in one centralized hub? That’s exactly what internal knowledge base software offers.
It transforms scattered information into a structured, accessible resource that empowers your team to work smarter, faster, and with greater confidence.
In this blog, we will discuss internal knowledge base software, its advantages, and offer tips for establishing a centralized information repository within your organization.
An internal knowledge base is a centralized, secure repository of your company’s policies, product and service information, standard operating procedures (SOPs), onboarding guides, troubleshooting tutorials, and other essential resources.
It ensures employees across departments have easy access to accurate, up-to-date content.
Modern knowledge base software typically includes advanced search functionality, enabling staff to quickly find relevant information, such as FAQ answers, helping to streamline workflows.
Establishing an internal knowledge base offers numerous advantages that go beyond enhancing organizational efficiency. Let’s explore the key benefits of implementing this software.
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.
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.
An internal knowledge base enables support agents to easily share ideas and best practices, access information for references easily, and ensure everyone stays aligned with the shared goal.
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.
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 pages 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 them in future and ensure consistency.
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.
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.
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.
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.
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.
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.
Strong search features, such as dynamic search engines and keyword optimization, can enhance 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.
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.
The effectiveness of knowledge base software relies on how easily users can find the information they need.
Design a simple, user-friendly interface that follows a clear, consistent structure. Organize content into well-defined categories and enhance the search functionality to help users find what they need quickly and easily.
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.
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.
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.
BoldDesk offers a comprehensive knowledge base solution that supports both internal and external customers.
Its internal knowledge base has powerful tools such as an advanced search function, top-level security features, multimedia support, version control, AI support, and more.
All these features ensure employees can easily create, share, publish, and manage information.
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!
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.
Free trial duration: 7 days
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.
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.
Free trial: 14 days
Choosing the best internal knowledge base software is key to unlocking your team’s full productivity. It empowers employees to efficiently create and share knowledge, leading to faster issue resolution and smarter collaboration.
We recommend BoldDesk, one of the best knowledge base software, as your team’s companion when it comes to building simple yet powerful knowledge repositories.
You can reach out to our support team for any inquiries.
Do you have any additional feedback? Please feel free to leave a comment below.
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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.
If you’re looking for free knowledge base software, Zoho Desk and Document360 are good options that offer limited features.
Additionally, help desk solutions like BoldDesk offer free plans for startups and NGOs, allowing early-stage businesses to access the SaaS KB feature at no cost, for a limited period.
Increase agent productivity by 3x
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