So, what do\u00a0<\/span>we<\/span>\u00a0think a great<\/span> SaaS knowledge base looks like?<\/p>\n Whether you’re building an internal knowledge base for your team or a customer-facing knowledge base tool, the best ones share a few key traits.<\/p>\n We’ll<\/span>\u00a0walk you through 10 real examples that\u00a0<\/span>we’ve<\/span> found get it righ<\/span>t, plus the tools that make building your own knowledge base a whole lot easier, with the key features you\u2019ll actually use.<\/p>\n What makes a SaaS knowledge base actually good<\/em>?<\/strong><\/p>\n We know you can\u2019t simply throw random articles together and expect that to increase customer success\u2014a knowledge base tool<\/a> is a complex thing to get right.<\/p>\n Here are the hallmarks of a great one we always look for, including intuitive structure, strong search, and clear documentation that rivals your best standard operating procedures.<\/p>\n Increasingly, we believe the best practice for SaaS apps is to have a dedicated in-app resource center<\/a>.<\/p>\n That means your users can directly access relevant articles, alongside any other helpful resources, whether that\u2019s a self-service knowledge base, an internal desk software solution, or live support options. Together, these elements form what\u00a0<\/span>we<\/span> consider <\/span>the foundation of your organizational knowledge, structured, searchable, and always accessible.<\/p>\n Userpilot<\/a>\u2019s knowledge base tool reduces the need to contact customer support.<\/p>\n The less your support staff has to repeat the same instructions, the more time they have for complex issues. A good search bar should surface both quick fixes and in-depth information, so users can dive deeper when needed.<\/p>\n \ud83d\udca1Pro tip:<\/strong> You can even repurpose existing content or existing articles from onboarding or support docs to make it easier to launch fast.<\/p>\n<\/div>\n In our experience, this<\/span>\u00a0helps you lower customer dependency on support agents for basic questions.<\/p>\n As well as letting users enter information directly into a search bar, you could also explore a broader range of detailed filters, an advanced search feature that helps tailor results for different user types.<\/p>\n A well-structured knowledge base supports not just customers, but also internal processes, from onboarding new hires to documenting updates.<\/p>\n Think about your underlying information architecture: make sure you name any knowledge base articles, documents, and guides in an intuitive way that helps customers find what they\u2019re looking for. Also, organize all your resources into top-level categories and subcategories.<\/p>\n Many users find navigating by topic simpler than using a search bar, especially when your knowledge base doubles as lightweight software documentation.<\/p>\n Just make sure all content is kept up to date. Personally, I believe s<\/span>tale articles are worse than none at all.<\/p>\n For example, we find that <\/span>video tutorials are a powerful tool that can sometimes be simpler to follow and build greater understanding than articles.<\/p>\n All of this ties into a strong knowledge base management, keeping your support content organized, relevant, and easy to scale as your product grows.<\/p>\n \ud83d\udca1Pro tip:<\/strong> Some teams also benefit from private knowledge bases, especially when supporting internal tools or managing role-specific content.<\/p>\n<\/div>\n We’ve pulled together 10 of the best SaaS knowledge base examples. Each one showcasing clean UX, smart organization, and genuinely helpful content. Use these as inspiration for your own build (or to spot what yours might be missing).<\/p>\n Asana\u2019s in-app help center offers clean navigation, quick access to popular topics, and multiple ways to learn, including video tutorials, live training, and self-paced courses. It\u2019s built to support users at every stage, right inside the product.<\/p>\n A feature we <\/span>particularly like<\/span> here is the interactive \u201cAsana Academy,\u201d encouraging customers to educate and upskill themselves at their own pace within a user-friendly interface.<\/p>\n Slack\u2019s in-app knowledge base is built for clarity and momentum. It prioritizes the most relevant content, like product changes, setup steps, and common actions, without overwhelming users.<\/p>\n Standout features include bold visual cards for new feature rollouts, a persistent search bar, and grouped how-to topics that cover everyday use cases in bite-sized chunks. Everything\u2019s fast, focused, and right where users need it.<\/p>\n Miro\u2019s in-app Learning Center is clean, focused, and visually engaging, just like the product itself. The knowledge base walks users through core tasks like content creation and collaboration with step-by-step tutorials, each paired with custom illustrations.<\/p>\n It’s designed to feel lightweight and thorough, helping users ramp up fast without ever leaving the board. Bonus: it\u2019s context-aware and accessible from inside the app, so support shows up exactly where users need it.<\/p>\n The Miro knowledge base includes several interactive tutorials<\/a><\/strong>, helping users shorten the learning curve and start getting value from the product sooner.<\/p>\n Surfer\u2019s in-app help center surfaces quick-start content like the \u201ccheat sheet\u201d right where users need it, alongside AI-powered support and search. It\u2019s built for marketers who want fast, practical guidance on content strategy without having to sift through a bloated knowledge base.<\/p>\n A particularly nice touch is including an \u201cAsk the community\u201d option, effectively crowdsourcing customer support amongst your users.<\/p>\n Userpilot<\/a> provides impressive knowledge base software with a range of features.<\/p>\n Firstly, the knowledge base is easily available at all times through an in-app widget<\/a>, enabling users to get help whenever they need it.<\/p>\n By grouping resources according to clear \u2018themes\u2019 in their knowledge base, Userpilot<\/a> makes it simple for customers to navigate to the type of support they need, including:<\/p>\n Figma\u2019s knowledge base blends clean UI with video-first education, surfacing tutorials, product launch content, and design system deep dives right up front.<\/p>\n Popular topics are grouped by workflow, like components, typography, and prototypes, making it easy to explore without guessing what to search. Ideal for visual learners and team building design systems at scale.<\/p>\n Jira\u2019s knowledge base is built for users who need answers to very<\/em> specific problems, like proxy setup, SQL errors, or plugin upload issues. Articles are direct, detailed, and technical without being overwhelming. It also shows the most recent updates right up front, so you know what\u2019s been fixed or changed.<\/p>\n Bonus: If you hit a dead end, there\u2019s a clear path to the Atlassian community for extra help.<\/p>\n Loom\u2019s knowledge base is exactly what you\u2019d hope for from a video company: visual, simple, and to the point.<\/p>\n You can launch it directly from inside the app, so help is always one click away.<\/p>\n The layout uses big, friendly tiles to break topics down, like Recording & Editing<\/em>, Security<\/em>, and Use Cases<\/em>.<\/p>\n Loom also pushes popular questions (like how to test your mic or add seats) right up top, so users don\u2019t have to dig. It feels more like a product tour than a support doc, and that\u2019s a good thing.<\/p>\n Zoom\u2019s knowledge base is structured for speed and<\/em> scale. It breaks content into clean categories, like audio troubleshooting, account setup, and their AI Companion, so different user types can get what they need fast. It also surfaces release notes, training resources, and top articles right on the homepage.<\/p>\n The layout feels calm, not cluttered, which is impressive, given how much ground it covers.<\/p>\n Fullstory\u2019s knowledge base feels intentionally crafted for new users. Right up top, it directs you to Getting Started<\/em>, Video Tutorials<\/em>, and System Status, <\/em>no guessing required.<\/p>\n The design is visual and friendly, and topics like Product Analytics<\/em> and Privacy<\/em> are front and center, which makes sense for a tool that\u2019s all about user behavior. It\u2019s clear, fast, and focused on helping users hit the ground running.<\/p>\n If your goal is top-notch customer service (and we assume it is<\/span>), then what is the best knowledge base solution for you?<\/p>\n Some tools, like Userpilot, don\u2019t require technical expertise to launch, freeing up your development resources for bigger product work.<\/p>\n Now we’ll walk through a quick knowledge base software review to help you choose the best tool for your needs.<\/p>\n Zendesk\u2019s version of their knowledge base offering is called the \u201cWeb Widget\u201d.<\/p>\n You\u2019ve got a decent set of customization options (although only on the Enterprise Plan), and while the drag-and-drop interface takes some getting used to, it is fairly intuitive.<\/p>\n Groove is a customer service suite best known for its focus on email support.<\/p>\n They provide a range of knowledge base software capabilities, including a help center widget, predictive form filling technology, and a customer support contact form. You also have some ability to customize the look and feel of your help center.<\/p>\n Userpilot<\/a> provides some seriously powerful knowledge management software capabilities with a unique combination of functionality and speed at scale.<\/p>\n Here are some of the standout features of our knowledge base platform:<\/p>\n Icons give powerful visual clues that help users navigate your knowledge base. Userpilot has a custom icon feature that lets you pick iconography that fits your brand.<\/p>\n Videos are an extremely effective tool for helping build customer knowledge. But you shouldn\u2019t need to take your users to YouTube. With Userpilot<\/a>, you can play videos in-app.<\/p>\n Sometimes, you want to create \u201cmodules\u201d dedicated to a specific type of use case in your product.<\/p>\n We swear by content groups. So, rather than just having individual items, you can pull all your resources related to the same functionality into one easy-to-access place inside the Resource Center.<\/p>\n Grouping articles and resources by use case also helps with storing knowledge in a way that makes sense for your users and teams.<\/p>\n Do you want to show specific knowledge base content to a select audience (and only on certain pages)? Userpilot<\/a> lets you personalize and target your Resource Center content by selecting a distinct audience segment and page targeting for each module (rather than the whole widget).<\/p>\n With its AI language localizer, users will be able to access the help they need regardless of the language they\u2019re using.<\/p>\n You can even tweak the suggested translation text or upload your own manual translations. In a global marketplace, this is an increasingly important feature.<\/p>\n\n
![\"Userpilot\u2019s](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/get-help-userpilot_0c54eeebff3237f920d0110af7943709_800.png)
<\/picture><\/figure>\n\n
![\"Userpilot\u2019s](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/search-knowledge-base-userpilot_3c4f7ee349d53a845a96b781563d20b4_800.png)
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![](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/mobile-resource-center-userpilot_109d065183276600ed4e122c49723766_800.png)
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![\"in-app-resource-center-userpilot\"](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/in-app-resource-center-userpilot_23ee431e84acc54b426617c0bb0fbfcc_800.png)
<\/picture>10 Best knowledge base examples for SaaS<\/strong><\/h2>\n
1. Asana: Best for guided onboarding with flexible learning formats<\/strong><\/h3>\n
![\"Asana\"](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/screenshot-2025-06-19-at-234448-2000png_fa586160283913f2b229b0fa531d2884_800.jpg)
<\/picture>2. Slack: Best for fast, searchable answers to everyday questions<\/strong><\/h3>\n
![\"Slack\"](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/slack-resource-center_9038ea0cd45d82720a89d87991d19bc6_800.png)
<\/picture>3. Miro: Best for visual learners and diagram-heavy content<\/strong><\/h3>\n
![\"Miro](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/miro-boards_8bcb22d7562e5be3dd64b2632ce411c3_800.png)
<\/picture>4. Surfer: Best for SEO use cases and guided feature adoption<\/strong><\/h3>\n
![\"Surfer\"](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/surfer_c4ac622cc96d1343d1a10e97ddc61ba0_800.png)
<\/picture>![\"Surfer\u2019s](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/surfer-self-service_1cfdd3aaad90d65ce83560b23d825ed8_800.png)
<\/picture>5. Userpilot: Best in-app knowledge base for product-led teams<\/strong><\/h3>\n
![\"Help](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/image-2000png_fa586160283913f2b229b0fa531d2884_800.jpg)
<\/picture>\n
![\"Targeted](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/screenshot-2025-06-19-at-234152-2000png_fa586160283913f2b229b0fa531d2884_800.jpg)
<\/picture>6. Figma: Best for keeping users up to speed on product changes<\/strong><\/h3>\n
![\"Figma.\"](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/figma_e40cc6581ab37fcb8d72bdb54d84bcb1_800.png)
<\/picture>7. Jira: Best for technical documentation and dev team workflows<\/strong><\/h3>\n
![\"Jira\"](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/jira_7fb05fb050346c33c5ec6858bdb8ee65_800.png)
<\/picture>8. Loom: Best for video-based support and walkthroughs<\/strong><\/h3>\n
![\"Loom\u2019s](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/loom_ca9435d0c1f8a807f406686a5295f98f_800.png)
<\/picture>![\"Loom\"](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/loom-home-page_7b3301c2a835aea34d17660aca4cc8b5_800.png)
<\/picture>9. Zoom: Best for global scale and role-specific support<\/strong><\/h3>\n
![\"Zoom](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/zoom-support_a2774884a8eff40f17e56694ae9e43a1_800.png)
<\/picture>10. Fullstory: Best for diagnosing user friction with detailed guides<\/strong><\/h3>\n
![](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/fullstory_58f2188bccbf96785bc3b18b9a59a886_800.png)
<\/picture>The best SaaS knowledge base software<\/strong><\/h2>\n
1. Zendesk<\/strong><\/h3>\n
![](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/zendesk_91bfa0f9ef3a0673321cabc5ee063e48_800.png)
<\/picture>2. Groove<\/strong><\/h3>\n
![](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/groove_82adfac9a2fa94be6fab766dc7d5261f-scaled.gif)
<\/picture>3. Userpilot<\/h3>\n
Custom icons<\/h3>\n
![](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/custom-icons-userpilot_3efc069755b2a9b7dc7b2f96f6caf1d4_800.png){kind=icon}
<\/picture>In-app videos<\/strong><\/h3>\n
![](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-video_6826817f0d4c4b9a961fd346886cf907.gif)
<\/picture>Content grouping<\/strong><\/h3>\n
![\"content](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/content-grouping-userpilot_f94e1b4478b590eb0fec21d20d2bb4e9_800.png)
<\/picture><\/figure>\nAudience targeting<\/strong><\/h3>\n
![\"Target](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/personalizing-userpilots-resource-center_c168c0770f58ad65a1d210ea881fbcbc_800.png)
<\/picture>Content localization<\/strong><\/h3>\n
![](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/content-localization-userpilot_8f05ef7be03dd3864e9b46182ded7909_800.png)
<\/picture>
![\"See](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/knowledge-base-platform-analytics-userpilot_6102893e69d4be54e9063eb391a4c8fb_800.png)
<\/picture>![](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/real-time-analytics-userpilot_b0174559f321538916a14e3d6a6d3dfc.gif)
<\/picture>![\"Dive](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/modules-userpilot_64f9542aeb9fb73f4e8e1450779bbe3b_800.png)
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