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  2. Any recommendations for internal support team knowledge...

Any recommendations for internal support team knowledge bases?

Rose Barrett 🌹🍀
3 replies
We're currently using Notion but it's not meeting our needs. Looking for something more user-friendly for the team and I'm curious as to what others are using. We're using Freshdesk for our helpdesk but would like to have this knowledge as a stand-alone solution where it makes sense.

Replies

Pradeepa Somasundaram
There are many Knowledge base platforms in the market but as said, having a stand-alone Knowledge base with features dedicatedly designed for it makes a difference. So we chose Document360, and here is why User-Friendly Interface: Document360 offers an intuitive and user-friendly interface, making it easy for support teams to create, manage, and navigate through knowledge base articles. Rich Content Editor: The platform provides a rich content editor that supports multimedia elements, code snippets, and other interactive features, allowing support teams to create engaging and informative articles. Version Control: With version control features, Document360 ensures that support teams can track changes made to articles, revert to previous versions, and maintain a history of updates. Collaboration and Workflow: Document360 facilitates collaboration among support team members by enabling them to work together on documentation. Workflow features ensure a systematic review and approval process. Searchability and Navigation: The platform offers AI-search functionality and allows for the categorization and tagging of articles, making it easy for support agents to quickly find relevant information. Integration Capabilities: Document360 integrates seamlessly with various tools and platforms, including customer support systems, making it a versatile choice for organizations with diverse tech stacks. Customization Options: Support teams can customize the appearance of their knowledge base to align with the company's branding. This helps in creating a cohesive and branded experience for users. Analytics and Reporting: Document360 provides analytics and reporting tools to track the performance of knowledge base articles. Support teams can gain insights into user behavior and identify areas for improvement. Multi-language Support: For organizations with a global or multilingual user base, Document360 offers multi-language support, allowing support teams to create content in multiple languages for better accessibility. Security and Access Control: Document360 prioritizes data security with robust access controls, ensuring that sensitive information is only accessible to authorized users. It also provides options for SSL encryption.
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John Brett
Can you give more details on why notion isn't meeting needs? My first suggestion would have been notion or coda which is very similar.
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Rose Barrett 🌹🍀
@john_brett Hey John, we're finding it hard to search for what we need when we need it in Notion. The team have tried a few methods of structuring the info but nothing that's meeting needs. At the moment it's mostly in a table and broken down by tags for categories but that's still not working as it is. Thanks for the response.
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