Choosing the right knowledge management platform is critical, especially since one survey revealed that knowledge workers spend over a quarter of their time just searching for information. With so many options on the market, it can be tricky to determine which tool fits your team's specific needs. In this guide, we'll take a closer look at Document360, a popular knowledge management solution, and compare it to other leading options to help you make an informed decision.

What is knowledge base software?

Knowledge base software is a digital platform that stores, organizes, and shares company information in one centralized location. It serves as your organization's single source of truth, enabling employees and customers to find accurate answers instantly without searching through multiple systems.

Modern knowledge base software goes beyond simple document storage. Today's platforms leverage AI to surface relevant information instantly, integrate with the tools your team already uses, and provide governance features to ensure information stays accurate and secure. For enterprises, this means turning institutional knowledge into a strategic asset that drives productivity and reduces support costs.

Benefits of knowledge base software

The right knowledge base software transforms how organizations manage and share information. It breaks down information silos and ensures everyone has access to consistent, verified knowledge.

Key benefits include:

• Reduced support costs: Self-service options dramatically decrease ticket volume, a key benefit considering 69% of consumers first try to resolve issues independently

• Faster onboarding: New hires access centralized training materials instantly, which is vital as new employees can lose over 7 hours of work per week just searching for information

• Better decisions: Teams find accurate information quickly when they need it

• Higher productivity: Less time searching means more time doing meaningful work, with studies showing productivity often rises by 50 percent when organizations implement knowledge management technologies

For IT leaders, these platforms provide essential governance through audit trails, permission controls, and verification workflows.

Key features to look for in knowledge base software

When evaluating knowledge base software, prioritize features that align with your organization's needs. Focus on these key areas:

Core capabilities:

• Intuitive content editor for non-technical users

• Powerful search with instant, relevant results

• Analytics to track content performance and user behavior

AI-powered features:

• Natural language processing for smart search

• Intelligent content suggestions

• Automated answer generation from existing docs, a feature shown to have increased agent productivity by an average of 14% in a large-scale study

Enterprise governance:

• Verification workflows for accuracy

• Role-based permissions and access controls

• Detailed audit logs for compliance

What is Document360?

Document360 is a cloud-based knowledge management platform designed to help companies create, manage, and share internal and external documentation. Launched by Kovai.co, it's widely recognized for its intuitive design and emphasis on building self-service knowledge bases. Many organizations use Document360 to create detailed help centers for customers or maintain internal knowledge for their teams.

What makes Document360 stand out is its focus on empowering non-technical users to easily manage robust documentation, complete with multimedia support and categorization features. This makes it a top choice for small to mid-sized businesses, especially in industries like SaaS, e-commerce, and customer support.

Key features of Document360

Document360 comes equipped with a variety of features designed to simplify documentation creation and organization. Here's a closer look:

User-friendly knowledge base editor

At the heart of Document360 is its simple, markdown-based editor. It allows teams to create well-organized, visually appealing articles without requiring advanced technical skills. The editor supports rich text formatting, media uploads, and a preview mode, so users can see exactly how their articles will look before publishing.

Categorization and tagging system

One of Document360's most praised features is its robust categorization and tagging system. Teams can easily organize content into hierarchical structures, making it simple to locate and navigate information. This is especially useful for teams with large volumes of documentation.

Multi-language support

Document360 also supports multilingual knowledge bases, enabling businesses to serve a global audience. By offering translated versions of documentation, teams can improve customer satisfaction and accessibility.

Advanced analytics

The platform provides detailed insights into how users interact with the knowledge base, such as the most-viewed articles, search trends, and gaps in content. This data can help teams refine their knowledge base over time.

Additional integrations

Document360 integrates with popular tools like Zendesk, Intercom, and Microsoft Teams, which allows teams to connect their knowledge base to existing workflows.

Who uses knowledge base software?

Knowledge base software serves diverse teams across organizations of all sizes. IT and service desk teams use these platforms to provide self-service options for common technical issues, reducing ticket volume and improving response times. Customer support organizations build comprehensive help centers that empower customers to find answers independently, which is effective because customers prefer knowledge bases over all other self-service channels.

Sales and revenue teams leverage knowledge bases to maintain up-to-date product information, pricing details, and competitive intelligence. HR departments create centralized repositories for policies, benefits information, and onboarding materials. Even product and engineering teams use knowledge base software to document technical specifications and share release notes.

Document360 specifically appeals to teams looking to create both public-facing help centers and internal knowledge bases. It's especially popular among:

• Customer support teams: For building self-service portals that reduce ticket volume.

• Product teams: For documenting product specs and updates.

• SaaS companies: For centralizing customer onboarding materials and FAQs.

• Small to mid-sized businesses: Document360 is a scalable solution that's approachable for teams with limited technical expertise.

Pros and cons of Document360

Every tool has its strengths and weaknesses. Here's a breakdown of the pros and cons of Document360:

Pros

Integration with other tools

Document360 integrates with several major platforms, making it easy to embed your knowledge base into tools like Intercom or Microsoft Teams.

Collaboration features

The platform offers role-based access controls, enabling teams to work together while maintaining security over sensitive information.

Customization and scalability

Document360 allows teams to tailor the look and feel of their knowledge base, and its pricing tiers accommodate businesses of varying sizes.

Cons

Learning curve

While the editor is user-friendly, setting up a well-organized knowledge base with multiple categories and subcategories can be overwhelming for first-time users.

Cost

Document360's pricing can become a hurdle for smaller teams or startups, especially as you scale and require additional features like analytics or multilingual support.

Limited real-time collaboration

Unlike platforms that emphasize real-time collaboration (such as Google Docs or Guru), Document360's collaboration features are more limited, which can slow workflows for fast-paced teams.

Document360 vs. other knowledge base software

When evaluating Document360 against other knowledge base solutions, it's important to consider your specific use case and requirements. Document360 excels at creating structured, hierarchical documentation systems—perfect for teams building comprehensive help centers or technical documentation libraries.

Compared to Guru, the key distinction lies in their approach to knowledge delivery. Document360 focuses on creating traditional knowledge bases where users navigate to find information. Guru takes a different approach, delivering verified knowledge directly into your workflow through browser extensions, Slack, and Microsoft Teams integrations, tapping into the power of AI that has helped workers produce 40 percent higher-quality results in some studies.

Knowledge Delivery

Guru: Contextual delivery directly within daily workflows through browser extensions and integrations with Slack and Teams.
Document360: Traditional navigation model where users search and browse within a centralized knowledge base.

AI Capabilities

Guru: Includes Knowledge Agents, verification workflows, and real-time collaboration, ensuring content accuracy and relevance.
Document360: Focuses on AI-assisted search and content analytics, supporting teams with insights into how documentation is used.

Customization

Guru: Offers Branded Pages for internal team hubs and knowledge sharing.
Document360: Provides extensive customization options for public-facing documentation portals and help centers.

Organization

Guru: Uses a card-based system with AI-powered categorization for quick retrieval and flexible organization.
Document360: Employs a hierarchical documentation structure that supports complex categorization and layered navigation.

Best For

Guru: Teams that want knowledge delivered in their workflow, embedded into the tools they already use.
Document360: Teams that need a centralized, structured repository for managing detailed documentation and public help content.

Integration and user experience

Both tools integrate with commonly used platforms like Slack and Microsoft Teams, but Guru's browser extension gives it a significant edge for teams that need knowledge directly within their existing workflows. Guru is also widely praised for its intuitive interface, which requires minimal training compared to Document360.

What customers are saying

Both Document360 and Guru have earned high praise from users, but their strengths cater to slightly different audiences. Here's what customers have to say about each tool:

Document360 users often highlight its ease of use, even for beginners. One Capterra reviewer shared, "Really solid. I came in not knowing anything about the program but was easily able to navigate and start managing our knowledge base from the jump."

Guru users, on the other hand, emphasize its adaptability and effectiveness across organizations of all sizes. As one Capterra reviewer noted, "I have worked with Guru at a company of over 10,000 and one of just under 100, and at both instances it was generally super easy, reliable, and most importantly effective."

Choosing the right knowledge base software for your team

Selecting the right knowledge base software depends on your team’s goals, workflows, and how you plan to use your knowledge.

If your focus is building a highly customized, public-facing knowledge base for customers, Document360 is a strong choice. Its structured hierarchy, multilingual support, and content versioning make it ideal for managing large help centers and extensive documentation libraries.

However, if you’re ready to move beyond traditional knowledge bases—and want a platform that delivers trusted, AI-powered answers directly inside your team’s existing tools—Guru offers a modern, intelligent alternative. As your company’s AI Source of Truth, Guru connects scattered data, applies verification workflows to keep knowledge accurate automatically, and surfaces information exactly when and where it’s needed.

With real-time collaboration, policy-enforced governance, and AI delivery built into workflows, Guru transforms knowledge from a static repository into an active, self-improving system that drives productivity and trust.

The best knowledge base software is the one your team will actually use. Consider ease of adoption, integration with your existing stack, and the level of AI intelligence and verification you need to scale knowledge safely and effectively.

Ready to see how Guru redefines what a knowledge base can do? Watch our demo to discover how your AI Source of Truth can power faster answers and smarter decisions across your organization.