Major Types of Knowledge Management Systems Explained

Knowledge Management Systems 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. 

With a sound knowledge management system, you can help customers help themselves and access the knowledge system to find answers. A robust knowledge management system aids the functionality of the IT system, documents organizing, some combination of the FAQ, tutorials, academies, how-to articles, or forums, and the fact related to information. Such knowledge management programs score over a traditional filing system. It arranges a vast amount of document management in a manner that aids easy retrieval, quick updating a piece of knowledge to hold specific roles, and efficient weeding of redundant information. 

When you have to deal with text-based knowledge, you need knowledge management systems 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.



What are the Three Main Types of Knowledge Management Systems?

Knowledge Management Types

Knowledge Management 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 content, specifically on the intranet, extranet, or website.  In this advanced technological world, there exist three main types of knowledge management systems.

  1. Enterprise-Wide Systems
  2. Knowledge Work Systems
  3. 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 technologies that maintain management systems. Such knowledge management systems offer online directories, tools, and other details to locate firms and employees with specialized professionals that are essential sources of tacit knowledge. Furthermore, enterprise-wide Knowledge management 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 semi-structured knowledge, like e-mail or rich media
  2. Knowledge Work Systems

    Knowledge Work System is a specialized management system that is mainly designed for engineers, scientists, and other knowledgeable individuals. This knowledge management system contains the 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 knowledge management system benefits individuals in finding accurate information from the available knowledge database using a unique method for future purposes. 

    Typically, the system involves the special tools to perform group collaboration, a useful portal to reduce the information access, knowledge in management functionality, a search engine, and an interactive tool to categorize information that depends entirely on taxonomy.

  3. Intelligent Techniques

    Intelligent Techniques, one of the best types of knowledge management systems, involves collecting, storing, and managing knowledge with smart strategies. Such kind of knowledge network systems contains intelligent agents that are responsible for dealing with particular and predictable tasks for users, business processes, or even software applications. They make use of Artificial Intelligence to synthesize raw data into useful knowledge management information.

    These knowledge management systems use search tools like deep learning, machine learning, and big data techniques to find patterns and connections. Such information systems help to sieve through voluminous data for quick retrieval of the required information. It allows the organization to manage knowledgeability and link it to 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 the way of product design, and in turn, monitors the alternate options or variables to generate the optimum solution.
    • Expert Systems: The 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.

Top Knowledge Management Software to Consider

  1. The Cloud Tutorial

    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 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

    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 the repetitive questions. 

    With the help of Tettra, you can easily document the relevant processes, essential policies, and the related procedures in one centralized platform. So, new joiners in your company 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

    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 for 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 – for ticket transactions
  4. Zoho Desk

    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.

    Such knowledge management 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 to see what employees or businesses are facing an issue for such cases.

    Top Features

    • Create and publish a support knowledge base. 
    • 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

    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. It includes a variety of things like appropriate planning, development of appropriate measurements of benefits, and rollout minimization that can easily enhance the chances of success for your knowledge management projects.

    Top Features

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

These are some of the top knowledge management systems that help your business to answer your employees & customers and manage data sharing internally or externally.


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

There are three main categories and types of knowledge management systems.
  • Implicit (Tacit) Knowledge
  • Explicit Knowledge
  • Embedded Knowledge

Knowledge management systems’ primary role is to promote a knowledge culture and programs for knowledge management, including creating a chief knowledge officer. In addition to it, the KMS helps to document usage and integrates easily with Google Analytics to perform various factors. It includes visitor feedback, the number of views, the number of search results, and what people are looking for, and many other metrics that lead to the company and team members’ success. Moreover, it promotes organizational learning to enhance the business or learn from its working environment and quickly incorporate knowledge into its business processes.


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

The KMS deals with the complex products that require a lot of training, but for simple products and services, it becomes a boon for many organizations in managing knowledge. Based on your business requirement, you make the perfect selection of the primary types of Knowledge Management Systems like enterprise-wide, knowledge work systems, or intelligent techniques. 

There are often multiple KMS platforms, but make sure you choose the best one that suits your business needs, follows the best practices, strategic asset, possesses lower response time, lower costs and competitive advantage source. The KMS structure may vary depending on the business goals, but it must reflect your customers’ expectations to have great customer experiences.

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