5 Examples of SaaS Knowledge Bases

Having a well-organized and user-friendly knowledge base is necessary for any SaaS (Software as a Service) company. Serving as a central hub of information, it enables users to find answers to their questions quickly and independently. 

This guide will explore what a SaaS knowledge base is, its importance, and highlight five exemplary SaaS knowledge bases that set the standard for effective design and usability.

5 Examples of SaaS Knowledge Bases

What is a SaaS Knowledge Base?

A SaaS (Software as a Service) knowledge base is a centralized online repository of information designed to help users navigate and understand a software platform. It is a self-service portal that provides quick and easy access to answers, tutorials, and resources, allowing users to find solutions to their questions and issues without needing direct support from the company. 

Think of it like a digital recipe book for software navigation. Just as a recipe book helps you prepare a meal, a SaaS knowledge base helps you use a software platform effectively. It typically includes:

  • FAQs: Frequently asked questions that address common user queries, like “How do I create a new account?” or “What are the different pricing plans available?”
  • Troubleshooting guides: Step-by-step instructions to resolve common issues, such as “What to do if you forget your password.”
  • Product documentation: Detailed information on how to use the software and its features, including guides on setting up integrations, customizing the user interface, and automating workflows.
  • Video guides: Visual tutorials to help users understand complex concepts.

Product releases are often an integral part of a knowledge base. Including information about product releases in a knowledge base helps ensure that users are well-informed about the latest updates, new features, bug fixes, and enhancements. 

Some SaaS companies provide subdomain support that represents their knowledge base. These companies set up a subdomain specifically for their knowledge base, such as support.company.com, help.company.comor or kb.company.com

5 Examples of SaaS Knowledge Bases

1. Slack

Slack is a popular communication platform designed for teams, allowing users to collaborate, share files, and communicate through chat, voice, and video calls in a single, intuitive interface.

The Slack knowledge base is designed to be easy to navigate and well-structured. It is divided into several sections, making it simple for users to find the information they need. At the top, there is a main search bar that allows users to quickly locate specific topics or articles. 

Slack's  knowledge base

The next section contains guides, which are categorized into different topics and user needs. This ensures that users can easily find relevant information and resources. The featured articles section showcases important and relevant content, making it easy for users to stay up-to-date with the latest developments and best practices. 

Slack's  knowledge base

Finally, the Slack tips section provides quick and helpful advice for users, making it easy for them to get the most out of the platform. Visually, the knowledge base is also appealing, with clear headings, concise language, and a clean layout that makes it easy to read and understand. 

Overall, the Slack knowledge base is well-designed and user-friendly, making it an invaluable resource for users to learn and get the most out of the platform.

Let’s check out the “Getting Started” section. It’s split into easy-to-find sections for simple navigation and user-friendliness.

Slack's  knowledge base

We will check the “How to use Slack: your quick start guide” on using Slack. It’s written in simple language, and packed with useful links, video tutorials, and screenshots for better understanding.

Slack's  knowledge base
Slack's  knowledge base

After each guide in Slack’s knowledge base, users are encouraged to provide feedback by answering the question, “Was this article helpful?” This feedback tool allows Slack to continually improve and refine their knowledge base content to better meet the needs of their users.

2. Canva

Canva is a graphic design platform that provides tools for creating various visual content. Now, let’s take a look at Canva’s knowledge base (KB). It’s designed with user-friendliness in mind, just like Slack’s. At the top, you’ll find a search bar. Below that, the KB is organized into sections. First, there’s the “New to Canva” section. 

The main part is the “Browse by Topic” section, where articles are grouped by relevant categories. 

Additionally, Canva’s KB features a “Top Articles” section for quick access to popular topics. It’s visually appealing and easy to navigate, much like Slack’s KB.

Canva's knowledge base

Let’s explore the “Editing and Designing” category. Here, guides are organized based on similar and related topics for clear navigation and understanding.

Canva's knowledge base

Under each guide, Canva’s knowledge base offers related topic guides that could be connected to the one the user just read. Additionally, after each guide in Canva’s knowledge base, they ask for feedback and invite users to rate the article.

Canva's knowledge base

Canva's knowledge base
Canva's knowledge base

They make the whole knowledge base less formal and more appealing.

3. One Identity 

Next, let’s take a look at One Identity’s knowledge base. This company provides solutions to help customers improve operational efficiency, reduce risk, control costs, and enhance cybersecurity. 

Upon analysis, we found that they have two types of KB: solution-oriented and product-oriented

The product-specific KB is hosted on a separate subdomain. It contains more than a thousand articles covering bugs, updates, and topics from user forum posts, which are processed to create comprehensive guides. The product-oriented KB is primarily focused on developers.

The interface includes search functionalities and categorized lists of products, making it user-friendly and easy to navigate. 

One Identity's knowledge base
One Identity's knowledge base

One Identity’s product-oriented knowledge base has a simpler appearance. 

One Identity's knowledge base

It is less visually attractive but places more emphasis on detailed content, supported by visuals.

One Identity's knowledge base

On the other hand, the solution-based knowledge base aligns more closely with the overall appearance of the One Identity site. It features the top three highlighted articles, followed by a section with all articles, covering the topics related to their field.

One Identity's knowledge base

One Identity's knowledge base

Both knowledge bases allow users to rate the quality and helpfulness of the articles.

4. HubSpot

HubSpot is a customer relationship management (CRM) platform that offers a comprehensive suite of tools for businesses to grow and prioritize their customers. The HubSpot knowledge base is a centralized resource that provides answers to frequently asked questions, helps customers find solutions to their problems, and frees up support teams’ time.

HubSpot's knowledge base
HubSpot's knowledge base

The HubSpot knowledge base is organized into several clear sections. Let’s explore the “Messaging” category to see how it is organized.

HubSpot's knowledge base

HubSpot's knowledge base

You have the option to upload more articles related to the chosen subtopic, providing numerous relevant articles.

HubSpot's knowledge base
HubSpot's knowledge base

The content is written in a clear and concise manner, making it easy to understand. On the side, there’s a table of contents that allows you to easily navigate through the articles. The articles are well-structured, with clear headings, bullet points, and step-by-step instructions. The use of images and videos also helps to illustrate complex concepts and make the content more engaging.

This knowledge base is located on a subdomain to keep it distinct from the main HubSpot site, ensuring users can easily find help and resources without navigating through the main product and marketing pages. This separation enhances usability and provides a focused environment for users seeking support.

To improve the quality of our content, every article includes a question at the bottom asking whether it was helpful.

5. Dropbox

Dropbox is a cloud storage platform that allows users to store, share, and access files from anywhere. 

The Dropbox knowledge base is a comprehensive resource that provides detailed information on using Dropbox and troubleshooting common issues. This knowledge base is on a subdomain to keep it separate from the main Dropbox site. 

The Dropbox knowledge base has a search bar at the top, followed by several sections that answer different user needs. The sections are organized by categories created from related articles, making it easy for users to find relevant information. 

Dropbox's knowledge base
Dropbox's knowledge base

The Help Center also includes a dedicated “Products” section, which provides detailed guides on how to use and troubleshoot Dropbox products. Additionally, the Help Center features popular articles and top community posts, providing users with a wealth of knowledge and resources. 

The language used in the Dropbox knowledge base is straightforward and easily understood, making it simple for customers to understand what it means.

Dropbox's knowledge base
Dropbox's knowledge base

Dropbox's knowledge base

The content is well-structured, with clear headings and bullet points that help to break down complex information into manageable pieces. However, we noticed it doesn’t have many screenshots to support the textual explanations.

Visually, the Help Center is well-presented, with attractive and catchy illustration icons that enhance the user experience. The clean and organized layout makes it easy for users to navigate and find the information they need.

To help improve, every article allows users to rate its helpfulness at the bottom of the page.

Why You Need a Knowledge Base 

A knowledge base is an important tool for businesses, offering a centralized repository of information that benefits both customers and employees. The importance of having a knowledge base lies in its ability to speed up support processes, empower employees with training resources, and enhance overall productivity. By providing quick access to answers and solutions, a knowledge base improves customer satisfaction and reduces support costs.

We chose these knowledge bases as examples because they demonstrate the qualities of a well-structured and user-friendly resource. Their easy navigation, clear organization, and understandable content show how a knowledge base should be designed to effectively address user needs. By adopting similar principles, businesses can create knowledge bases that are easy to approach, navigate, and provide quickly solutions to user questions.

In addition to these benefits, a knowledge base can also play a significant role in SaaS content marketing strategies. By consistently updating it with relevant information, businesses can attract organic traffic, improve SEO rankings, and position themselves as industry leaders.

Integrating content marketing into a knowledge base increases its impact, making it valuable for both customer support and business growth.

Višnja

Višnja is a passionate digital marketing advocate that works with Aleph as an author, contributor, and consultant to our clients. She has a degree in psychology and a knack for content marketing.

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