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Pros & Cons of Document360: Analysis of Top Knowledge Base Software Solution

What are the pros and cons of Document360?
The pros and cons of Document360 are evident in its ability to deliver an exceptional authoring experience for writers and editors. Additionally, its fast search and clutter-free interface offers a great experience for customers and end-users. Barring its limited integrations and lack of article templates, Document360 is perfect for businesses that want to deliver better customer self-service support.

Not long ago, the knowledge base was an ancillary module of the customer support software. Precisely, it was used as a lead magnet for the flagship product and often got little to no attention from vendors. As a result, the module lacked essential features like version control, smart editor, category management, and more.

Fast forward to today, the market is flooded with products that focus solely on knowledge management software. One such software is Document360. Renowned for its spectrum of writer/editor and end-user-facing tools, Document360 typifies a modern, standalone knowledge base software. But even so, is Document360 suitable for your business?

In this article, we’ll examine the pros and cons of Document360. We’ll dig deep to reveal how its features can help you create a knowledge base to drive customer self-service. Our goal is to lay bare its strengths and weakness, if any, to help you make an informed decision.

document360 pros and cons

Self-service support is no longer a nice-to-have. It’s now a necessity for every business. This is simply because today’s customers want to help themselves. In fact, even with the emergence of innovative customer support channels like live chat, social media, and SMS, 40% of customers want support services with minimal human contact.

The customers of today are less likely to make a call when they encounter a problem with a product or service. Instead, customers want to solve issues online themselves through a knowledge base, FAQs, or how-to video. Besides, today’s customers crave instant services and want their issues resolved quickly. According to 75% of customers, fast response time is the most important attribute of exceptional customer experience.

Source: Superoffice.com

As a result, self-service portals like the knowledge base are no longer a “set it and forget it” project. Businesses are going all out to ensure they are up to date to meet customer needs. The trend has precipitated an increase in the use of knowledge base software tools. Consequently, the knowledge base has broken out of the cocoon of help desk software. Technological advancement has allowed the creation of standalone software like Document360.

What is Document360?

document360 dashboard

Document360 is a powerful and innovative platform that enables businesses to create and publish a responsive internal or self-service knowledge base (KB). Boasting a set of innovative features, the platform caters to the needs of both technical teams creating software documentation and support teams creating help content. Besides, it provides rich branding and customization options to help businesses maintain a consistent brand identity.

The best thing is that Document360 is designed to deliver a great authoring experience for writers and authors. With the smart editor, version control, easy-to-configure capabilities, and unlimited categories, the platform makes it easy to create a highly structured, multi-product knowledge base. You can use all the features for free for a period of time to see if the software matches your needs.

Document360

Document360

Try out Document360 with their free trial

Even better, you can configure multiple users and leverage the advanced analytics to keep your content up to date. What’s more, the platform supports bulk operations, such as bulk publish and bulk move, or delete to expedite the editorial approval process. It also features reliable team collaboration features like @mentions, callouts, tags, and notifications.

On the other hand, Document360 has the tools you need to provide an exceptional end-user experience. Features such as smooth navigation and lightning-fast search make it super easy for end-users to find answers to their problems on the go. Moreover, Document360 features a highly responsive design that adjusts to the end-users behavior based on the platform they use, screen size, and orientation.

Detailed Document360 Review

Features of Document360:

  • Version control
  • Document management
  • Discussion platform
  • Advanced search
  • Smart editor
  • Unlimited categories
  • Difference viewer
  • Internal team discussion
  • @mention and call outs
  • Knowledge base asset management
  • Reporting and analytics
  • Multichannel notifications
  • Easy navigation
  • Branding and customization
  • API access

Document360 Pros and Cons

1. Great Editor

Document360 smart editor

Document360 smart editor provides powerful tools that streamline the document authoring process.

The majority of the time, you’ll be writing new content for your knowledge base or editing existing documents. Because of this, you need an editor that can provide an uncomplicated text authoring experience.

Luckily, with the Document360 markdown editor, writing or updating content is hassle-free. It provides a sleek split-pane, with the markdown on the left and the output preview on the right. Alternatively, you can leverage the full-screen view of the editor window. The minimalist distraction interface allows you to work distraction-free, so writing is as pleasant and comfortable as it can get.

Overall, the editor keeps everything simple with smart editing and styling tools that make the writing and authoring experience enjoyable for the entire team. It’s easy to add images, lists, code, videos, links, and call-outs to the documents. Most importantly, Document360 auto-saves your content as you create it, so you don’t have to worry about losing your document while creating it.

On the flip side, Document360 doesn’t have a library of templates to use to create new content. This is a major drawback, especially if you have numerous pieces of content that follow a stipulated format, with updated details added in. Also, the lack of templates makes it hard to enforce consistency when writing content for different products or departments.

2. Reliable Version Control

There is no doubt, today, you have to release new versions of your knowledge base content fast and frequently. Besides, you have to update the current documentation to keep it fresh and relevant. However, with multiple users pulling the strings, it can be challenging to track all the changes made on all articles.

Fortunately, with the Document360 built-in versioning, you can now keep an audit trail for all the updates and revisions. As such, when an error occurs — say an article is overwritten, you can easily recover and bring back the original document.

Even better, with the difference viewer, you can compare two versions, to find out their differences. What’s more, the versioning feature works hand in hand with the rollback tool. For example, if you publish the wrong article, you can easily roll back to the correct version of the document.

3. Smart File Management

Whether you are working on a private or public knowledge base, you’ll handle many supporting files, such as PDFs, images, videos, word documents, zip files, and more. As the volume grows, it’s easy to lose or misplace vital assets. For this reason, it’s good to have a robust file or media manager.

Document360 allows you to manage your knowledge base assets in a central location, without using a different file or document management software. With its manageable folder structure, it’s easy to store files for each knowledge base in one folder. The platform also supports bulk file management options like moving, deleting, or tagging media assets. Moreover, with the instant search function, it’s easy to find files and media assets by tags, file names, and metadata properties.

4. Powerful Report and Analytics

Document360 reporting and analytics

Document360’s powerful reporting and analytics tools help uncover knowledge base performance metrics.

It’s a bare fact your knowledge documentation and articles aren’t written in stone. They should be updated as often as possible to keep them relevant. But, how do you update and edit your content so it remains up to speed with the fickle customer needs?

This is where the knowledge base reporting and analytics come in handy. Document360 has built-in analytics that shows performance and search overviews. It gives you vital metrics, such as leading categories, articles, authors, comments, and user traffic by country. Additionally, search reporting helps pinpoint popular searches and underserved search terms.

Generally, with Document360 reporting, you can spot the worst-performing articles. This way, you can make the necessary adjustments to the content to make it substantial. What you ought to know is that solutions that come bundled in any of the leading customer support software systems cannot provide comprehensive analytics that is purely focused on your knowledge base.

5. Effective Workflow Management

If you are seeking topnotch quality knowledge base content as a matter of principle, then you shouldn’t let everyone publish articles directly. Instead, you should have an editorial approval process with a team of writers, editors, fact-checkers, and proofreaders. But even so, it’s easy for things to slip through the cracks if everyone is allowed to work more or less autonomously.

Document360 allows you to clearly define roles for draft writers and editors. Writers can access the documentation sections, write, and edit articles. On the other hand, editors can perform several tasks, like checking the consistency and accuracy of articles. Besides, they are permitted to delete, rename, and publish articles. With defined roles, everyone can diligently play their role and put attention to the articles coming through the pipeline

6. Effective Collaboration

A good knowledge base management software offers robust collaboration tools to improve workflow efficiency. Primarily, the platform should provide tools to create a collaborative workspace for your teams without having to rely on disparate collaboration software tools.

Document360 ticks this box. The platform allows teams to create knowledge base content more collaboratively. For example, editors and reviewers can add comments to articles to request changes or provide feedback to writers. Besides, it’s easy to @mention or call out specific team members to draw their attention to a piece of content.

That’s not all; the discussion board allows teams to brainstorm and collaborate to give articles a professional touch. Even better, Document360 provides multi-channel notifications to keep administrators on top of all key events. For example, you get notified when articles are published, categories reorganized, team members added or removed, and security changed.

Unfortunately, Document360 doesn’t notify reviewers or editors when draft articles are ready for editing.

7. Seamless Category Management

Doceument360 category manager

The Category Manager allows you to create multiple levels of hierarchy

Document360’s category manager is innovatively designed to help you maintain your documentation in a neat hierarchical structure. You can organize content into six levels of categories and incorporate sub-categories within each category. Beyond this, the context menu on each category enables you to rename, delete, and hide categories/sub-categories to ensure they match your documentation structure.

Additionally, the category manager allows you to choose what to display to the public. Notably, the hide function comes in handy when you want to mask specific topics and keep them out of sight of end-users. Even better, you can choose the hierarchical levels of categories and subcategories to show in default in your public knowledge base.

Moreover, Document360 offers drag-and-drop rearranging capabilities. With the features, you can move categories, sub-categories, and articles to different locations in the hierarchy. What’s more, the platform allows you to define the level of user access and stipulate who can view and edit articles in a category.

Even with the nicely organized knowledge base structure, your end-users won’t traverse the entire site in search of information. Instead, they want the information served up first, and this makes the search engine an indispensable feature.

Document360 nails it with the advanced search engine. The engine is designed to deliver results fast, whether you have a hundred or a thousand articles in your knowledge base. This way, it saves time and enables users to find the articles they are looking for in a flash.

Furthermore, it takes into account that some end-users are a little bit lazy. As such, it employs powerful algorithms that connect what the customer is typing in and what they are looking for. As a result, customers can get a list of relevant articles after typing two or three words. In other words, the engine allows partial searching, and it delivers accurate results even with misspelled keywords.

9. Excellent Branding and Customization

Document360 integration

Document360’s limited third-party integrations drawback is made up for by its reliable RESTful APIs.

A consistent brand experience imbues trust and familiarity among your customers and prospects. In return, increased trust helps unearth profitable business opportunities. Document360 understands this principle to the core, and that’s why it offers excellent branding and customization options.

The platform allows you to give your knowledge base a look and feel that match your corporate branding. You can create a landing page that is consistent with your branding styles. Besides, Document360 allows you to use your corporate logo and color palette to meet your brand specs.

Even better, you can leverage the custom CSS to create unique styles for web page fonts, layouts, color, etc. Moreover, Document360 permits the use of custom Javascript to define specific functions or integrations that enhance brand identity.

Unfortunately, Document360 only integrates with Intercom, Segment, Olark, Zendesk Support, and Google Analytics. However, the platform’s RESTful APIs allow you to seamlessly integrate your documentation with your software. This way, it makes it easy to onboard users, manage knowledge base content, and more.

Does Document360 address your needs?

That’s just about it, a comprehensive analysis of the pros and cons of Document360, one of the best knowledge base management software. As you have seen, Document360 is a robust knowledge base tool that offers a neat array of features to streamline the creation of help content. If you are shopping for a powerful knowledge base tool that’s not bundled into a full-stack customer support software, you won’t go wrong with Document360.

The platform is a force to be reckoned with in the extremely competitive knowledge base market. The larger story around this platform, however, is how it bridges the gap between tech and support docs. Primarily, it enables businesses to create a consolidated information source that empowers support and tech teams to help customers become successful.

That said, Document360 exhibits some drawbacks like the limited third-party integrations. Besides, the platform doesn’t notify editors or reviewers when the draft articles are ready for checking. These are some of the quibbles about Document360, which we think won’t be a cause for alarm.

If you want to expand your research further, you can read our guide to learn more about the knowledge base, how to create one, and features to consider when buying a knowledge base software.

Mary Keaton

By Mary Keaton

Mary Keaton is an eLearning and education specialist with years of experience in online course development, curriculum design, and corporate learning management. Having been part of the FinancesOnline team for 5 years, she has reviewed and analyzed over 100 learning management systems to provide users worldwide with insights into how each one works. She is a strong supporter of the blended learning model and aims to help companies get the information they need to bring their L&D initiatives into the 21st century.

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