What if we say that you can set up your business’s knowledge base online using the same infrastructure that companies like Mcdonald’s, Porsche, and big institutions like NHS are using? Plans are customized to your business needs and are quoted on request, ensuring flexibility as you scale. This is a Document360 review blog in which we are going to highlight how this self-service knowledge base software is building the next generation online solution in this industry.
What Is Document360?
Knowledge Base Software That Scales With Your Product. It Instantly creates a self-service knowledge base for your customers. Build FAQ, User guides, Product Documentation, Standard Operating Procedures, and many more, which can be accessed either publicly or privately.
How To Create A Knowledge base with Document360?
Here is a quick video tutorial that will help you understand it quickly.
Let’s dive in and discover the advantages of Choosing Document360 as your next Knowledge base Software
Document360 Review: Best Features That Makes Document360 An Amazing Tool
Document360 comes packed with powerful capabilities designed to enhance both customer experience and team productivity. Here are some of its standout features:
AI Writing Agent: Eddy
At the heart of Document360’s innovation is Eddy, the AI writing agent. Eddy helps teams:
- Draft, rewrite, or summarize articles.
- Generate FAQs, titles, and related articles.
- Convert video, audio, and text files into step-by-step guides.
This is part of the AI Writer Suite, which elevates content teams by automating repetitive tasks while keeping quality intact.
Interactive Decision Tree Builder
For enterprise workflows, Document360 now includes an interactive decision tree builder.
- Ideal for guided troubleshooting, onboarding, and SOP flows.
- Available on Enterprise plans.
- Enhances user self-service with structured, “choose-your-own-path” guidance.
AI Assistive Search & Chatbot (Ask Eddy)
Document360’s AI Assistive Search transforms how users find answers:
- Chat-style semantic answers instead of keyword matches.
- Integrated chatbot “Ask Eddy” for instant support.
- Significantly improved search accuracy.
This makes the knowledge base feel like a human-like support agent embedded directly into your product.
API Documentation Made Simple
Developers can import:
- OpenAPI/Swagger files
- Postman collections
…to automatically build structured API documentation. This ensures developer-friendly references without manual formatting.
Enterprise-Grade Security & Compliance
Document360 is SOC 2 Type II certified and GDPR compliant, demonstrating enterprise-class trust.
Other security features include:
- SSO integrations (Okta, Entra ID, etc.)
- Private hosting options
- Role-based access control (RBAC)
- Audit trails for governance.
Ticket Deflector, Feedback Manager & Analytics
To reduce support costs and boost content quality, Document360 offers:
- Ticket Deflector: Smartly routes customers to knowledge base answers before raising a ticket.
- Feedback Manager: Collects in-article feedback loops.
- Advanced analytics & health checks: Identify gaps, monitor content usage, and measure ROI.
Document360 User Experience (Portal vs. Site)
Document360 offers two different use cases.
- Knowledge base Portal: For Editors & Reviewers.
- Knowledge base Site: For Customers & Employees.
Let us understand what these features offer in-depth to their users.
Knowledge Base Portal
This portal is exclusively For Editors, Writers, and Reviewers. An advanced portal for content producers, with the state of the art editor, category manager, analytics, and more.
Category Manager: You can create up to six levels of categories and subcategories to organize topics or groups of topics. Rearrange them and create a beautifully managed UI.
Editor: Markdown editor lets you focus on writing text and code-heavy documents. WYSIWYG lets writers who are most comfortable with Word-style editing feel right at home. Both editors let you add links, images, videos, callouts, code blocks, and more.
Versioning & Rollback: You can create, edit, and roll back to the old version of your content anytime. No worries about accidentally editing and losing content.
Analytics: Learn where knowledge base traffic is coming from, what your visitors are looking for, and how they’re interacting with your content with in-depth analytics.
Localization: Build a multilingual knowledge base to support your global audience.
Safe and Security: SSL everywhere, database encryption at rest, 100% cloud-based architecture, roles & groups, enterprise SSO, and auditing.
Storage Drive: Store and manage knowledge base files, images, videos, and quickly insert them into knowledge base articles.
Home Page Builder: Create a beautiful home page for your knowledge base without the developer’s support using our drag-and-drop interface.
Portal Search: Leverage the powerful portal search to quickly find and manage content within your workspace.
Other inbuilt features include Review reminders, notifications, backup & storage, SEO optimization, and commenting features.
Knowledge Base Site
This site is exclusively For customers and employees. A simplified site for content consumers, with state-of-the-art search and optimized for reading on any device.
Branding & Customization: Style your knowledge base with branded colors or a custom domain. Customize your header and footer navigation with links, call-to-action buttons, or social icons.
Real-time Search Engine: Search the entire knowledge base, not just article titles, with Eddy AI–powered search that returns context-sensitive results in milliseconds, making it easier for users to get precise answers instantly.
Responsive Design: It can be accessed and viewed from any device.
Simple Navigation: The tree view navigation helps readers to visualize the full structure of their knowledge base. Helping them to move from one category to another easily.
Security & Access: Control who’s reading your knowledge base by making it public (accessible via the internet) or private (requiring users to log in).
Rating & Feedback: Allow readers to rate your content, or provide more thorough feedback if they can’t find an answer. Combine this with Analytics and make articles better for your readers.
Integration: Bring your favorite analytics, chat, and commenting software into your knowledge base using built-in Integrations.
Other Quick Features like Dark & Light mode, Read time, Display Contributors, Status Indicator, SEO Optimized.
With so many features to offer, it comes at a cost that is quite affordable for businesses as they start, grow, or even for enterprising businesses. Let’s walk through its features.
Document360 Pricing and Offerings
Document360 offers different pricing plans including a free trial and one custom plan. The following packages are created keeping different growth stages of business in mind. If you’re looking for something more tailored to your needs, there’s the Enterprise plus plan.
You can choose a plan according to your business needs and growth stage. You can also choose monthly or yearly renewal plans. The company also provides a free trial to allow you a feel of the platform.
Why Enterprises Choose Document360
- Trusted by global leaders: McDonald’s, VMware, Ticketmaster, NHS.
- Combines AI automation, enterprise-ready security, and collaboration workflows.
- Focused on measurable outcomes like support cost reduction and faster onboarding.
Our Document360 Verdict
Document360 is a holistic knowledge base solution that caters to all the needs of your customer-facing teams. Not just that, but the platform also enables you to create an internal knowledge base that streamlines your internal communication.
This knowledge base platform has all the necessary features to scale your customer support operations without having to invest hefty capital.
