Are you looking for help desk or customer service software?
When looking at the Knowledge Base module here are a few features to look for:
Automatic Customer Profile Creation
When a new customer requests someone contact them, besides creating a service request, the knowledge base software application automatically creates a new customer profile.
Capability to Designate Knowledge Base Records as "HOT" Knowledge Base Records Bypassing Approval
Some knowledge base records need to be available immediately without going through the approval process. A knowledge base proposer can designate any record as "HOT.” The knowledge base record is then immediately available for others to utilize. Later, if the knowledge base record is approved, the "HOT" designation can be removed.
Assign a Scope to a Knowledge Base Record
Record Scope is a field used for grouping knowledge base records for a single service desk, multiple service desks and parent/child companies.
Knowledge Base Record Redundancy Avoidance
When knowledge base records are initially proposed and also during the approval process, the knowledge base software automatically searches all existing approved knowledge base records to identify possible redundancies. This allows the knowledge bas record proposer or approver to consider these possible redundancies.
Here are two great White Papers on the topic: