“Knowledge management is a bit like travel insurance – you only wish you had it when it is too late”
~ O’Neill
Support teams waste valuable time searching for knowledge instead of solving customer issues. While Document360 helps in creating a structured repository, SearchUnify Knowbler eliminates friction by surfacing relevant knowledge in real-time. This blog will help you decide which one truly empowers support teams to work smarter.
SearchUnify Knowbler vs. Document360
| Aspect | SearchUnify Knowbler | Document 360 |
| Primary Use Case | AI-powered knowledge management & automation | Standalone knowledge base for documentation |
| Knowledge Capture | Automated insights extraction from conversations | Manual article creation required |
| Knowledge Reuse | AI-driven context-aware knowledge suggestions | Limited reuse, requires manual search |
| Search & Retrieval | AI-powered personalized search recommendations | Standard keyword-based search |
| Self-Service Support | Dynamic content surfacing based on user queries | Users manually search for help articles |
| Agent Productivity | Reduces time spent searching for answers via AI recommendations | Agents must manually locate and update content |
| Content Governance | AI-driven content gap analysis & optimization | Basic article version control & permission settings |
| Automation & AI Capabilities | Advanced AI-driven knowledge workflows | No AI-driven knowledge automation |
| CRM & Helpdesk Integration | Deep integration with Salesforce, Zendesk, ServiceNow, etc. | Limited integrations, works as a separate platform |
| Analytics & Insights | AI-powered content performance and gap analysis | Basic article view & search analytics |
| Scalability for Large Enterprises | Ideal for scaling knowledge sharing in the support industry and global enterprises | Suitable for small to mid-sized teams |
| Agent & User Engagement | Gamification feature to motivate agents for knowledge creation | Limited engagement features |
Why Does Agentic-AI Fueled SearchUnify Knowbler Stands Out?
- Unlike Document360, where knowledge must be manually written and structured, Knowbler automatically captures insights from agent-customer interactions and converts them into knowledge. As stated by Gartner, 70% of enterprise knowledge is lost in conversations and not documented. KM Solutions like SearchUnify Knowbler prevents this loss by capturing knowledge in real-time.
- By surfacing relevant content automatically, SearchUnify Knowbler ensures that agents don’t waste time searching for answers before resolving queries. Intelligent knowledge reuse isn’t possible in Document360, making it harder to prevent knowledge silos.
- SearchUnify Knowbler proactively recommends knowledge based on user context and query intent, both for support agents and self-service users. Meanwhile, Document360 requires you to manually search for the same, making it inefficient.
- Moreover, it works seamlessly within the agent workflows inside Salesforce, Zendesk, and ServiceNow, ensuring that knowledge is created, accessed, and applied without switching platforms. While, Document360 is a standalone knowledge base. That being said, users must switch between platforms to find relevant knowledge.
- The best part is that SearchUnify Knowbler is designed for enterprises that need AI-driven knowledge automation across global teams, multiple departments, and diverse content repositories. While, Document360 is suited for small to mid-sized businesses.
The Choice is Yours!
Thus, if your goal is to store static knowledge for reference purposes, Document360 can be a good choice. However, if you need a dynamic, agentic-AI-driven knowledge management solution that captures, reuses, and delivers knowledge where it’s needed most, then SearchUnify Knowbler is the way forward.
For an intact knowledge management strategy, find out how SearchUnify Knowbler helps in transforming support operations.
