1.1 Why Knowledge Bases Matter
What you're building: A central hub that organizes and delivers your educational content at scale.
1. Organized Learning Journeys
- Enables self-paced discovery
- Structures content progression
- Guides users to relevant content
2. Scalable Education
- Supports growing user base
- Enables consistent experiences
- Facilitates content updates
- Automates certification
3. Measurable Impact
- Tracks learning progress
- Identifies content gaps
- Measures engagement
- Proves business value
2.1 Best Tools for Knowledge Management
What you're choosing: The right platform for your education hub.
1. Skilljar
Quick Overview: Dedicated customer education platform with robust analytics and integration capabilities
Best for: Companies building comprehensive customer academies with certification programs
Key Features:
- Custom learning paths
- Built-in content authoring
- Advanced analytics
- Certification management
- SSO integration
Limitations:
- Higher price point
- Complex setup
- Requires dedicated management
- Limited customization options
2. Intellum
Quick Overview: Enterprise learning platform with advanced content delivery and engagement features
Best for: Large organizations needing sophisticated learning experiences with deep analytics
Key Features:
- AI-powered recommendations
- Social learning features
- Advanced gamification
- Custom branding
- Enterprise integrations
Limitations:
- Enterprise pricing
- Implementation complexity
- Technical expertise needed
- Resource-intensive setup
3. Gainsight
Quick Overview: Customer success platform with integrated learning management capabilities
Best for: Teams wanting to tie customer education directly to customer success metrics
Key Features:
- Customer health tracking
- Journey orchestration
- Success planning
- Usage analytics
- Education workflows
Limitations:
- Limited LMS features
- CS platform focus
- Complex analytics
- Broader tool than needed
| Feature | Skilljar | Intellum | Gainsight |
|---|---|---|---|
| Custom Learning Paths | ✓ | ✓ | Limited |
| Content Creation Tools | Basic | Advanced | Limited |
| Analytics | Advanced | Advanced | Advanced |
| Certification | ✓ | ✓ | Limited |
| Customer Success Integration | Limited | Limited | Advanced |
| White-labeling | ✓ | ✓ | Limited |
| Price Range | $$$ | $$$$ | $$$$ |
| Implementation Complexity | Medium | High | High |
When to Use Each Tool
Choose Skilljar when:
→ Building a customer academy is priority
→ Certification programs are needed
→ Content organization is key focus
→ Mid-range budget available
Choose Intellum when:
→ Training content is required for customers as well as partners
→ Advanced features are required
→ Social learning is important
→ Certification programs are a big priority
Choose Gainsight when:
→ Customer success is primary focus
→ Education ties to success metrics
→ Existing CS platform user
→ Broader tool suite needed
