Major Types of Knowledge Management Systems Explained

Knowledge Management Systems (KMS) is a process to create, store, transfer, share, and apply knowledge in the organization. KMS is an invaluable tool for big and small businesses and external customers, and internal employees use it more often. Typically, there exist multiple types of Knowledge Management Systems that you can easily include in your organization to enhance the business knowledge to a great extent. 

How to identify the best KMS for your organization? Don’t worry; this blog will clear all your doubts as we have mentioned the list of KMS software solutions to opt for your organization.



What are the Three Main Types of Knowledge Management Systems?

Knowledge Management Types

With an initiative of a term knowledge management system, you can help customers to access the knowledge system to find answers. 

A knowledge management system: 

  • Supports the functionality of the IT systems,
  • Documents Organizing,
  • Combination of the FAQ, tutorials, academies, how-to articles, or forums, 
  • The fact related to information context,
  • Creating a culture of flexibility and collaboration.

Such knowledge management programs are an internal resource that scores over a traditional filing system. It arranges a vast amount of document management that aids easy retrieval, quick updating a piece of knowledge to hold specific roles, and efficient weeding of redundant information. 

When dealing with text-based knowledge, you need knowledge management systems among the fastest-growing software investment areas to store, categorize, and navigate information and expertise. Rich text editing and multimedia elements can be stored and organized for easy retrieval. With multilingual and translation facilities, the consumers get a tailor-made experience based on the language selected.

Knowledge Management (KM) plays a vital role in efficiently organizing the content, and for such cases, content management systems come into action. They are responsible for creating, managing, and distributing the article, specifically in terms of intranet, extranet, or website. 

“Hecht et al., in 2011, came up with successful KMS implementation: Adoption, Acceptance, and Assimilation.”

In this advanced technological world, there exist three main categories of effective KM systems.

  • Enterprise-Wide Systems
  • Knowledge Work Systems
  • Intelligent Techniques
  1. Enterprise-wide systems

    An enterprise-wide system is a general-purpose system that collects, stores, distributes, and uses the digitized information and its related knowledge of the organization using this management system.

    The Enterprise-wide KMS system is solely responsible for handling or searching the relevant information, performing data storage for the structured and unstructured format, and placing the knowledge individual within your enterprise.

    Portals, Search Engines, Collaboration tools, and Learning Management System (LMS) are the leading examples of technologies that maintain management systems.  Such KM systems offer online directories, tools, and other implementation details to locate firms and knowledge workers with specialized professionals essential sources of tacit knowledge (Botha et al.).  Furthermore, enterprise-wide KM systems categorize into two main parts:

    • Structured knowledge systems: Offers databases and tools to organize and manage structured documents
    • Semi-structured knowledge systems: Offers databases and tools to organize and store  knowledge that deals with semi-structured platforms, like e-mail or rich media
  2. Knowledge Work Systems

    Knowledge Work System is a part of a specialized management system designed for engineers, scientists, and other knowledgeable individuals. This KM system contains an online directory to search for the company’s knowledge of management professionals that help the corporate workers with their required information.

    With the help of the standardized expertise solution, this KM system benefits employees in finding accurate information from the available knowledge database using a unique method for future purposes. 

    Typically, the system involves 

    • Unique Tools to perform group collaboration
    • Useful portal to reduce information access
    • Knowledge in management implementation
    • Search Engine
    • Interactive tool to categorize information related to the taxonomy
  3. Intelligent Techniques

    Intelligent Techniques, one of the best knowledge management systems types, involves collecting, storing, and managing knowledge with smart strategies. Such knowledge network systems contain intelligent agents responsible for dealing with particular and predictable tasks for users, business processes, or everything related to knowledge-base software applications. They use Artificial Intelligence to synthesize raw data into useful KM information to perform knowledge capture, knowledge transfer, knowledge storing, and knowledge acquisition.

    These knowledge management systems use search tools like deep learning, machine learning, and big data techniques to focus on patterns and connections. Such information systems help the firm sieve through massive amounts of data to quickly retrieve the required information. It allows the firm to manage knowledgeability, optimize your knowledge management efforts and places a strong emphasis on its supplementary resources such as communities, groups, and webinars.

    Intelligent Techniques includes impressive tools, such as 

    • Neural networks: It contains the hardware and software capability to mimic the human brain and is the best for science, medicine, and businesses with much data.
    • Fuzzy logic: An interactive software technology that expresses the knowledge in the form of rules to use accurate and subjective values
    • Algorithms: Algorithms perform the problem-solving ability in product design, and in turn, monitor the alternate options or variables to generate the optimum solution.
    • Expert Systems: The knowledge management strategy that searches the inference engine can efficiently deal with forwarding or backward chaining. Expert systems are most useful in detecting the problems of classification or diagnosis.

Moving ahead, let’s have a quick look at the top knowledge management software solutions that one can consider for their enterprise, startup, or company initiatives.

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Top Knowledge Management Software to Consider

  1. The Cloud Tutorial 

    Ideal for Small/Medium-Sized Organizations that need FAQ Software

    The Cloud Tutorial is a knowledge base platform that saves the company personnel hours from answering the same questions multiple times and allows your customers to find answers quickly.

    With this knowledge management system’s help, you can easily segregate your data by category and even sub-category to smoothly manage knowledge and general information. This knowledge-sharing platform has easy-to-use content management as it contains an editor that allows you to access and manage all the data models with just a few simple clicks.

    Top Features

    • Supports full customization options
    • Best to maintain team members internally and externally
    • Supports SSL integration
    • Impressive analytics and reporting functionality
    • Efficient content management system
  2. Tettra

    Ideal for Any Team Size that needs internal Wiki Software

    Tettra is the perfect knowledge management system solution to provide smart workflows that work internally within your company. It helps you to offer inspiring answers to repetitive questions using this Wikipedia software. 

    With the help of Tettra, you can easily document the relevant processes, essential policies, and something related to procedures in one centralized platform, often known by the name knowledge repository. So, new joiners in your firm get detailed information about your working documents and help the senior individual not to repeat the same answers again and again to each individual.

    Top Features

    • Slack integration and notification
    • Simple editor
    • Internal page linking
    • Page requests
    • Single sign-on
    • Automated table of content creation
  3. Zendesk

    Ideal for All Business Sizes That Need Range of Customer Service Tools

    ZenDesk, one of the best Knowledge Management Systems, was designed explicitly for sales, support, and customer engagement. You can easily track, prioritize, and effectively solve the customer’s interaction. Such management systems work explicitly to focus on all users. They are an ideal choice for every business, no matter the size of the company you own or related to SMB retailers, HR professionals, educators, and IT experts.

    Top Features

    • Faster to implement
    • Chat communication
    • Responsive guide for better understanding
    • ZenDesk Connect – support tickets’ transactions
    • Supports the feedback mechanism
  4. Zoho Desk

    Ideal for Small to Midsize Companies That Need Complete IT Support and Helpdesk Solutions

    Zoho Desk is the best knowledge management system for smaller organizations that provide excellent customer support experience. You can easily manage, prioritize, and deal with multiple requests that help your organization grab various channels and dimensions using communities of practice.

    Such KM systems allow you to gather some additional qualitative insights to search for the problems that may arise in your situation. It can conduct on-site or in-app surveys on the fields like IT systems to see what employees or businesses face an issue for such codification cases.

    Top Features

    • Create and publish a support knowledge base article. 
    • Analyze and enhance customer support team performance.
    • Achieve the business goals quickly
    • Flexible, Cloud-based help desk support software 
    • Contextual AI to support the experience your customers deserve.
  5. Document360

    Ideal for Growing Companies That Need Knowledge-Base Platform

    Document360 is a KMS that enables your business to create a unique base platform using an interactive end-user interface and various third-party integrations. You can easily set up within a few minutes and help minimize your support request to a great extent.

    Document360 helps you contribute to the companies the vast amount of documents that the office activities initiate with less resistance to change. Its basic notion includes appropriate planning, proper measurements of business value and benefits, and rollout minimization that can easily enhance your knowledge management projects’ chances of success.

    Top Features

    • Ease to create, collaborate, and publish a self-service KMS
    • Supports SaaS platform for the management of multiple documents
    • Maintain multiple versions
    • Markdown editor
    • Advanced analytics and reporting

These are examples of the top knowledge management tools  (KM tools) or systems that help your business answer your employees & customers and manage data sharing internally or externally to enhance the business relationship to a great extent.

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Knowledge work systems (KWS) initiates the creation of new effects of the knowledge management process to integrate it into your organization. It also provides easy access in managing knowledge to external knowledge bases, such as powerful computer hardware that supports intensive graphics software options, analysis, multiple forms of document management, communications capabilities, and a user-friendly interface.  Such capabilities enhance business productivity, ROI and run on workstations customized for the workflow and best practices they must perform.

There are three main categories and knowledge management systems types, as defined by Botha et al. in 2008. Ikujiro Nonaka initiated the SECI model to describe how these knowledge types come into action
  • Implicit (Tacit) Knowledge
  • Explicit Knowledge
  • Embedded Knowledge

KM systems’ primary role discipline is to promote a knowledge culture and programs for knowledge management, including creating a chief knowledge officer. In addition to it, the KM systems help deal with the usage of documents and integrate easily with Google Analytics to perform various factors. It includes visitor feedback, the number of views, the number of search results, knowledge discovery, what people are looking for, and many other initiatives that lead to the company and team members’ success on a large scale.


So, which type of Knowledge Management System will you opt for for your business?

The KMS deals with complex products that require a lot of training. Still, it becomes a boon for many organizations in managing knowledge and its related assets for simple products and services.  Based on your business definition, you make the perfect selection of the primary types of KM Systems, like enterprise-wide, knowledge work systems, or intelligent approaches. 

There are often multiple KMS platforms, but make the best one that suits your business needs, follows the best practices and norms, is a strategic asset in today’s information economy, possesses lower response time, lower costs, and competitive advantage. The Knowledge Management related System structure may vary depending on the business value and goals. Still, it must reflect your customers’ expectations and following communities of practice to have an excellent customer experience.

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