If you’re managing knowledge for your contact center, BPO, or enterprise using shared drives or outdated intranets, you’re likely stuck in a cycle of inefficiency.
It goes like this: employees search for answers → encounter outdated or duplicate files → face confusion and frustration → lose valuable time.
That’s where a structured internal knowledge base comes in. It makes it easy to find the information you need.
In this article, we will review the top five internal knowledge base software to help your team work faster. We will also discuss the benefits and best practices of implementing an internal knowledge base.
What is an Internal Knowledge Base?
An internal knowledge base (KB) is a searchable platform for storing important company information, such as standard operating procedures (SOPs), FAQs, HR policies, and troubleshooting guides.
It’s a key tool for employee experience (EX) management, enabling teams to quickly access resources, policies, and answers they need.
Unlike external knowledge bases designed for customers, an internal knowledge base is private and used only within the organization. Because it contains proprietary details, it requires strict access controls and permission settings to keep information secure.
Yet, many teams still rely on a patchwork of emails, chats, and shared drives to manage knowledge. A recent report shows that 54% of organizations use more than five platforms to document and share information internally. This approach leads to information silos, confusion, and wasted time.
Top 5 Internal Knowledge Base Software in 2025
To help you make the right choice, let’s review the five best internal company knowledge base software in 2025:
livepro
Best for: Enterprises and contact centers needing role-based access, compliance, audit trails, and high-volume management.
livepro is an internal knowledge base software built for enterprises and contact centers that need a single source of truth to organize policies, procedures, SOPs, and training guides in one secure platform.
livepro allows you to:
- Search for answers with AI-powered, context-aware search
- Keep documents organized with role-based permissions
- Manage document status, set review dates, and track every change to stay audit-ready
- Collect and act on feedback right within each article
- Connect with tools like Salesforce, Zendesk, Teams, and Slack
livepro is simple to set up and use, even for non-technical teams. This means you spend less time searching for information, shorten onboarding, and work with the most current content.
Here’s a detailed look at livepro’s features and how they help prevent wasted time, inconsistent answers, and compliance risks:
Lightspeed Search with Relevance Scores for Context-Aware Queries
In highly regulated industries, knowledge bases often become cluttered, making it hard to find specific answers quickly. This happens because most internal knowledge base software for employees relies on simple keyword searches.
livepro’s Lightspeed Search use federated AI search to return accurate and context-aware answers even if you misspell a term, use the wrong jargon, or forget the exact keyphrase.
Lightspeed Search uses keyword matching, natural language processing (NLP), and learns from real employee searches.
Each search result also gets an AI‑generated relevance score based on your query, department, and past usage history. Lightspeed Search then ranks answers by how helpful they’ve been for other users.
AI Overviews for Accurate Information Retrieval
A financial professional said they need a tool to summarize and organize information, so nothing gets lost or buried when they need it.
With livepro’s AI Overviews, every piece of information, no matter how dense or detailed, is automatically distilled into a clear and accurate summary.
Instead of agents, HR staff or operations leads digging through lengthy documents, they see a concise overview, with the ability to expand for more detail if needed.
Here’s how it works:
- AI highlights the main points for instant review
- Summaries are created only from your company’s approved documents, with links back to the source
- Content stays structured and accessible
- For real-time work, agents can copy answers with one click and use thumbs-up or down to give feedback.
Source Documents to Import and Centralize Company Information
Uploading large batches of documents is common for large teams looking to centralize company information. But this leads to issues like API errors, unpredictable limits, or incomplete uploads.
livepro’s Source Documents feature allows you to import PDFs, Word docs, Excel sheets, and more in bulk, with every file instantly indexed and searchable.
To keep content organized as your knowledge base grows, livepro includes Categories and Hubs for grouping related files like policies, training materials, or department manuals.
You can also assign ownership and set review dates for each document, so everyone knows who is responsible and information stays accurate over time
Easy-to-Use Authoring Tools to Organize Knowledge Base
Many teams fail to keep their knowledge base updated because documenting feels like extra work or too complicated.
livepro solves this with a suite of easy-to-use authoring tools. The WYSIWYG editor makes sure that what you see while editing is exactly what users will see, no coding or technical skills needed. Drag-and-drop modules make it simple to add new articles, update existing ones, and embed images and videos.
livepro also offers smart templates that guide you through documentation step by step. Just fill in the fields, and the system formats everything for you.
If a policy needs updating, you can edit it directly in the browser, tag a reviewer, and instantly publish changes after approval. This makes documentation easy, encourages contributions, and keeps knowledge up to date.
Visual Version Comparison and Publishing Approvals to Keep Knowledge Up-to-Date
When many people update content, version control often fails. Unreviewed updates go live, or approvals stall, leaving agents with outdated instructions.
livepro is built to keep everything on track, from edits to approvals:
- Every time a document is updated, livepro saves both the new and previous versions
- Reviewers can instantly see what changed with a side-by-side version comparison
- You can assign who reviews and approves each update, so content only moves forward with the right approvals
- Notifications and reminders help keep approvals moving, so nothing gets stuck waiting in someone’s inbox
- All edits and approvals are logged automatically, so it’s easy to track who made or approved each change for compliance
- Review dates can be scheduled, so important documents are regularly checked and updated as needed.
Feedback and Collaboration Tools to Review Knowledge Content
When teams manage hundreds of documents, it’s easy for feedback to get lost, especially when suggestions are scattered across emails, spreadsheets, or handwritten notes.
livepro solves this by making collaboration and feedback part of every article’s workflow.
Here’s how:
- Feedback and comments are added directly to each article, not lost in emails or separate files.
- Subject Matter Experts and team leads review and approve content on the platform, no extra tools needed.
- Set status for each document, like “Review,” “Approval Required,” or “Published,” so everyone knows what stage a document is in.
- Permissions are clear: choose who can edit, comment, or only view each article, keeping control in the right hands.
- Schedule review dates (for example, every 3, 6, or 12 months) to make sure content stays accurate and up to date.
- Each article has an assigned owner for updates and accountability.
- Every change, comment, and approval is recorded automatically for easy tracking.
- All actions are logged, creating a complete audit trail for compliance.
Work Instructions and Decision Trees to Guide Agents
In busy contact centers and enterprises, agents are faced with complex procedures, such as troubleshooting a technical issue, handling a unique billing situation, or following an HR protocol.
These tasks involve many steps and exceptions, leaving agents searching through documents or asking for help. The result is more errors, slower service, and inconsistent support.
livepro addresses this with Work Instructions and Decision Trees (called “Rockets”):
- Work Instructions let you build step-by-step guides for any internal process. Each step is clear, actionable, and visible on a single screen.
- Decision Trees (Rockets) take it a step further. As agents enter information, like the customer’s issue, location, or status, livepro instantly adapts the workflow, guiding the agent down the right path.
For example, when troubleshooting an internet outage, the system might ask the agent whether the customer is on a residential or business plan, then whether their modem lights are on, and finally whether they’ve already restarted their equipment. Based on these responses, the Rocket guides the agent through the exact steps for that specific scenario, covering all exceptions and compliance requirements along the way.
This is especially valuable for use cases like:
- Technical troubleshooting (e.g., diagnosing why a device won’t connect)
- Billing adjustments (e.g., what to check before approving a refund)
- HR case handling (e.g., steps for different types of leave requests)
PII Redact for Data Privacy and Compliance
Even a small slip, like sharing a project plan with a client’s account number or an employee’s phone number, can put company data, client privacy, and regulatory compliance at risk.
livepro’s PII Redact feature is built to address this risk at the source. For example, if a document contains an employee’s phone number or a customer’s account details, livepro will replace the sensitive information with a “[REDACTED]” tag, or prompt a review before the information is used elsewhere.
Here’s why your team doesn’t have to stress about data privacy or compliance:
- livepro automatically detects and redacts personally identifiable information (PII) and confidential project details in documents, search inputs, and AI-generated summaries.
- This proactive approach helps organizations meet strict privacy standards like HIPAA, GDPR, and other industry regulations.
- Redaction happens in real time, without slowing down daily work, so admins, HR, and staff can confidently use AI-powered tools to find answers or create summaries.
- Redaction rules are flexible and can be customized, so admins can ensure any sensitive terms or internal codes are always protected.
With livepro, internal teams can safely manage and share information, knowing privacy and compliance are built in from the start.
Analytics Tools to Monitor Content Performance
Many internal teams spend hours updating their knowledge base but have no clear picture of which content actually helps employees or where gaps exist.
For example, managers may not know if staff are searching for answers that don’t exist, or if certain policies are going unread and becoming outdated. This blind spot makes it tough to keep information useful or prove compliance.
livepro’s analytics feature changes that with clear, actionable dashboards:
- See at a glance which articles are most used, what search terms are trending, and how staff rate content with feedback scores.
- Managers can spot zero-result searches, showing where employees are looking for answers that don’t yet exist.
- Metrics like time spent on articles, which teams are using specific content, and read receipts for compliance-sensitive policies help you see what’s truly being read and by whom.
- Find outdated articles with declining usage, or highlight documents that consistently help resolve tickets.
- All insights are available in a single place, so you don’t have to dig through spreadsheets or guess what matters.
With livepro, admins and managers get the information they need to update, remove, or promote content based on real usage.
Omnichannel Integrations to Stay in Flow
Most teams jump between Salesforce, Zendesk, Teams, and Slack all day to track or share the answers people need. This back-and-forth eats up valuable time and often leads to missed details or duplicate work.
livepro allows you to:
- Surface knowledge articles and workflows directly inside Salesforce, Zendesk, Teams, and Slack
- Agents can search and share answers without ever leaving their primary tools
- Use livepro’s API to integrate content into internal portals, chat systems, voice bots, or CRM screens
- Reduce tool-switching, preserves context, and speeds up response times
livepro Pricing
livepro provides three custom pricing options: Flex, Premium, and Enterprise. To find the best plan for your team’s size and requirements, contact our team.
livepro Reviews
What users like about livepro
- Intuitive interface and quick onboarding for all users
- Fast, accurate AI search for complex queries
- Customizable workflows and strong permission controls
- Easy content authoring with WYSIWYG editor
- Built-in feedback, announcements, and collaboration tools
- Detailed version control and audit logs for compliance
- Integrations with Salesforce, Zendesk, and Teams
- Responsive, knowledgeable customer support team
- Advanced analytics and customizable dashboards
- Consistent updates and new feature releases
What users don’t like about livepro
- Some advanced features have a learning curve
- Admin setup can be time-intensive initially
Review 1: “I was introduced to livepro when I joined my current place of work approximately a year ago and since then have fallen in love with the platform. livepro provides the means to have a single source of truth available to all employees but in a fun and engaging way.” – Jason S.
Review 2: “livepro has changed our life for our Customer Service Team. It is user-friendly for both our CSOs and our Authors. livepro’s team is professional, always available to assist and nothing is too much trouble for them. Open Access provides our greater organisation a Single Source of Truth.” – Robyn C.
Document360
Best for: AI-powered documentation for customer service and documentation teams
Document360 allows teams to manage and publish self-service knowledge bases, streamlining everyday workflows for everyone. By integrating your documents, manuals, and more in one place, it helps answer customer questions faster than with traditional search methods.
Document360 Key Features
- Includes an AI-powered search assistant (Eddy AI)
- Automates content creation and publishing tasks
- Organizes content with a clear hierarchical structure
- Supports rich text, code blocks, callouts, and multimedia
- Offers markdown, WYSIWYG, and block editing options
- Delivers detailed analytics and insights
- Supports multilingual knowledge bases for global teams
Document360 Pricing
Document360 has three pricing plans: Professional, Business, and Enterprise. For a custom quote, contact the team.
Notion
Best for: Non-technical teams to manage docs, tasks, wikis, and databases
Notion is a flexible knowledge management platform. It combines structured data, collaborative documentation, and task tracking in one place. Teams can link pages and databases with bidirectional references, manage tasks and comments together. It also allows automated workflows using integrations with Zapier, Make, or its open API.
Notion Key Features
- Organize information with easy drag-and-drop tools
- Supports real-time editing, commenting, and team discussions
- Connects with tools like Google, Trello, and Slack
- Keeps track of all page changes so you can review history
- Admin permissions for better control
Notion Pricing
Notion starts at $12 per user per month, with additional costs for premium features.
Bloomfire
Best for: Organizations managing large libraries of rich media & fast access to insights
Bloomfire helps large teams share and access knowledge without barriers. Its generative AI feature surfaces the right answers, while community Q&A and collaboration tools invite everyone to contribute and learn from each other.
Explore more: Bloomfire Alternatives
Bloomfire Key Features
- AI-powered search and content recommendations
- Automated deep indexing across all documents and knowledge assets
- Moderation and compliance workflows for editing, approval, and governance
- Intelligent deduplication to keep content clean and relevant
- Multi-format support for documents, rich media, and collaborative inputs
- Version control to maintain accuracy and transparency
- Built-in analytics for actionable insights into content engagement and usage
Bloomfire Pricing
Pricing is available upon request from the sales team.
Nuclino
Best for: Small to midsize teams looking for a real-time knowledge sharing platform
Nuclino is a visual-first workspace built for teams who want to connect ideas as quickly as they create them. Unlike traditional wikis or static note apps, Nuclino offers an interactive graph view that shows how your content links together. Its distraction-free editor lets you map out mind maps, structure documents, and add custom fields to track project status and ownership.
Nuclino Key Features
- View your work as a list, board, table, or mind map
- Instantly link documents using @ mentions or the visual graph
- Add custom fields for things like status, owner, or priority
- Set permissions for teams or individual workspaces
- Connect with tools like Slack, Figma, and Google Drive
Nuclino Pricing
Nuclino offers three plans: Free (basic), Starter at $6 per user/month, and Business at $10 per user/month.
Comparison Table: Best Internal Knowledge Base Software in 2025
| Software | Best For | Top 3 Key Features | Pricing | Overall Rating* |
| livepro | Enterprise teams, contact centers, and regulated industries needing secure and compliant knowledge management | AI search, compliance tools, role-based workflows | Custom pricing | ⭐4.8/5 |
| Document360 | Customer service & documentation teams | AI search, hierarchical structure, automation | Pro, Business, Enterprise (custom) | ⭐4.6/5 |
| Notion | Non-technical teams (docs, wikis, databases, tasks) | Drag & drop, real-time collaboration, integrations | $12/user/month+, higher tiers | ⭐4.7/5 |
| Bloomfire | Teams needing media-rich knowledge & fast search | Generative AI, deep indexing, compliance workflows | Contact sales for a quote | ⭐4.5/5 |
| Nuclino | Small/midsize teams, real-time visual collaboration | Graph view, custom fields, instant linking | Free, $6/user/mo, $10/user/mo | ⭐4.6/5 |
What to Include in an Internal Knowledge Base
You can include a wide range of content in your internal knowledge base to support different teams and functions. Here are some common categories and examples:
- Company Information: Annual reports, organizational charts, internal contact directories.
- HR Materials: Employee handbooks, payslip templates, performance review forms, and benefits information.
- Training Resources: Onboarding guides, employee training plans, health and safety procedures, and certification programs.
- Sales Collateral: Case studies, sales playbooks, pitch decks, sales process overviews, and performance dashboards.
- Operational Documentation: Process guidelines, software manuals, SOPs (Standard Operating Procedures), and task checklists.
- Marketing Assets: Editorial calendars, social media templates, brand messaging guides, and copywriting standards.
- Media & Press Materials: Press releases, media contact lists, approved press images, and public statements.
- Design Resources: Brand guidelines, design systems, logo files, typography specs, and color palettes.
- Legal Documents: Contracts, policy documents, compliance checklists, and regulatory filings.
- Customer Support Materials: FAQs, phone and chat scripts, email templates, and troubleshooting workflows to assist support teams.
Including detailed and important knowledge for each department makes sure your knowledge base becomes a single source of truth your employees can access anytime.
Best Practices for Implementing an Internal Knowledge Base
Keep these best knowledge management strategies in mind when building an internal knowledge base your team can use and trust:
- Make information widely available so employees can learn and contribute, but restrict access to sensitive or conflicting documents as needed.
- Organize content with a clear hierarchy, categories, subcategories, and tags so people can navigate easily even without search.
- Keep your knowledge base active and collaborative by encouraging regular updates, comments, and team input.
- Standardize new content with templates and a style guide for consistency and faster creation.
- Write focused articles that answer one question or cover one issue, and use clear headlines or tables of contents for longer pieces.
- Encourage engagement by recognizing helpful contributions and enabling features like commenting, polls, and article ratings.
- Monitor usage and feedback with analytics to see what’s popular, spot gaps, and continuously improve your knowledge base.
livepro supports all these best practices with built-in permissions, flexible templates, collaboration tools, feedback options, and analytics.
Benefits of Using Internal Knowledge Base Software
Building an internal knowledge base comes with plenty of benefits for your team. Let’s take a look at some of the most impactful ones:
Improved Employee Autonomy & Satisfaction
Searching for information is one of the biggest productivity drains in the workplace. Consolidating all essential knowledge in a single, searchable location can reduce wasted time. It also empowers employees to focus on meaningful work.
Enhance Collaboration and Communication
Outdated methods like email-based document sharing lead to confusion and inefficiency.
An internal knowledge base software makes collaboration easier by allowing teams to co-edit content, leave comments, and request changes, all in one place.
Reduce Errors and Version Confusion
Mistakes often happen when teams work from outdated or conflicting document versions. Even a file name like “final_final_v3” doesn’t guarantee accuracy.
With built-in version control, an internal knowledge base software makes sure that everyone accesses the most current document. You can also track changes, compare versions, and revert to older content when needed.
Strengthen Customer Service
While internal knowledge bases are employee-facing, they impact customers too.
Customer expectations are rising; 90% of customers want an immediate response now. When support teams don’t have quick access to accurate information, response times suffer.
By organizing FAQs, troubleshooting guides, and supporting documentation in one central place, internal knowledge base software for customer support helps agents find answers faster and deliver better service.
Increase Information Security
Managing knowledge in a secure cloud-based environment reduces the risk of data loss from misplaced drives or stolen devices. More importantly, internal knowledge base tools offer granular access controls, so you can:
- Limit access to sensitive information (e.g., HR or legal documents)
- Define who can view, edit, or share specific files
- Quickly revoke permissions as needed
Improve Onboarding and Ongoing Training
Many employees feel overwhelmed during onboarding because of information overload and poor organization.
Centralizing onboarding materials (checklists, policies, and how-to guides) in your knowledge base ensures new hires have what they need from day one. Storing training videos, templates, and role-specific content in one place also supports ongoing learning.
What to Look for in an Internal Knowledge Base Software
To get the most value from your knowledge base, it’s important to know which features make the biggest difference for real teams.
Search Functionality
A modern knowledge base should let you find information fast, even across thousands of documents and multiple formats. Look for solutions with AI-powered, semantic search that supports natural language queries.
livepro’s Lightspeed Search uses NLP and vector-based retrieval to surface accurate results instantly, even from PDFs or long-form content.
Content Management
Efficient knowledge management relies on intuitive content creation and control. Seek platforms with WYSIWYG editors, version control, and multimedia support, plus robust tagging and organization.
livepro provides easy drag-and-drop authoring, strong version tracking, and customizable templates for fast, consistent content updates.
User Access
Granular access controls are essential, especially if your knowledge base stores sensitive or regulated information. You should be able to set clear permissions for each user or team.
livepro lets you assign permissions at every level, so users see only the content that matters to them and can safely contribute or edit as needed.
Collaboration Features
Effective collaboration needs more than shared editing. Built-in commenting, structured feedback, and approval workflows help teams flag issues and keep content accurate.
livepro offers commenting, feedback requests, and full approval workflows, making it simple to involve subject matter experts before publishing updates.
AI Features
Look for AI-powered tools that help summarize articles, recommend related content, and auto-tag new information.
livepro’s AI generates article overviews, improves search relevance, and suggests updates, streamlining both user experience and content management.
Compliance Tools
Industries with strict compliance needs require features like audit trails, PII redaction, and scheduled reviews.
livepro delivers built-in compliance controls, from automatic PII redaction and audit logs to configurable review schedules for all content.
Analytics & Reporting
You should have access to dashboards that show what’s being used, what isn’t, and where people are searching unsuccessfully.
livepro’s analytics dashboard tracks article usage, search trends, engagement, and read receipts, helping you identify gaps and measure content performance.
Integration Options
A knowledge base should work where you do, with integrations for CRM, helpdesk, chat, and API access for custom workflows.
livepro integrates with Salesforce, Zendesk, Teams, Slack, and more, plus an API support for embedding knowledge across your organization’s tools.
Bottom Line: livepro is the Best Internal Knowledge Base Software for Enterprises and Contact Centers
When your employees rely on fast access to SOPs, HR policies, FAQs, and troubleshooting guides, you need internal knowledge base software that makes information easy to organize, update, and find.
livepro is purpose-built for enterprise teams, contact centers, and regulated industries that can’t afford scattered knowledge or compliance risks. With AI-powered search, role-based permissions, and audit-ready controls, livepro keeps your information accurate and up to date.
Book a demo today to see how livepro simplifies internal knowledge management, so your team can work faster, deliver consistent answers, and focus on what really matters.
