Knowledge base & SOP Development

Overview

Knowledge management (KM) and SOP tools organize institutional knowledge, workflows, and procedural content in a way that is accessible, searchable, and consistently updated. These systems empower teams to follow the same steps, solve problems faster, and retain operational know-how over time.

Whether used for internal employee guidance or external client reference, KM platforms often include:

Document databases
Searchable FAQs
SOP templates and version control
Permissions for editing and approval workflows

Why It Matters

Strong knowledge systems allow teams to:

Reduce support inconsistency and error
Onboard new employees and clients faster
Scale service delivery without reinventing the wheel
Resolve complex issues using curated tribal knowledge
Maintain compliance and process accountability

Whether troubleshooting software, preparing quotes, or escalating high-stakes issues, SOPs and KM platforms ensure repeatable, high-quality service.

Major Platforms & Tools

Platform	Core Use	Highlights
Notion	Internal wikis, SOP databases	Modular, flexible, integrates with intake forms
Confluence	Enterprise wiki and collaboration	Strong for ITIL frameworks and engineering documentation
Guru	Knowledge cards and Chrome extension	Designed for support teams with bite-sized SOP recall
ClickUp Docs	Project-linked SOPs and workflows	Tied to task systems and lifecycle documentation
Scribe	Step-by-step guides with screenshots	Auto-document processes visually for onboarding/training
Google Sites	Lightweight client-facing knowledge bases	Easy to share, edit, and restrict