Knowledge Management System for Enterprise Teams

One governed source of knowledge behind every portal you run. Employees, customers, partners and suppliers each see the answer they're entitled to, from content you maintain once.

Which Knowledge Base Are You Trying to Build?

Every knowledge base runs on the same platform. Start with the audience you serve.

Serving employees who can't find what they need?

When knowledge lives in scattered documents and disconnected systems, new hires take longer to ramp up, and employees spend time tracking down information instead of using it. Give employees one searchable source for policies, procedures, and how-to content, personalized to their role.

  • Centralized knowledge base: Organize policies, procedures, and how-to content in one governed source instead of scattered files and folders.

  • Permission-based access: Show employees only the knowledge relevant to their role, using the same roles and permissions already configured for your intranet.

  • Personalized search: Surface results based on an employee's role, department, and past interactions with the platform.

  • Self-service updates: Business teams can update and publish articles themselves using Liferay's CMS, without needing IT involved every time.

Reducing support tickets with customer self-service?

When customers can't resolve an issue on their own, satisfaction drops, and support agents spend time on routine questions instead of the ones that require specialized expertise. Give customers a knowledge base built directly into the portal where they already manage their account, freeing agents to focus on higher-value work.

  • Portal-embedded knowledge base: Publish help content directly inside the same portal customers use to manage their account, rather than a separate help site.

  • Ticket deflection: Surface relevant articles automatically based on what a customer is doing, before a ticket gets created.

  • Consistent content, every channel: Use the same knowledge source to power your portal, support console, and chat tools.

  • Tiered visibility: Scope knowledge by plan or account type using Liferay's role-based permissions model.

Managing knowledge across a partner network?

When partner content isn't scoped by tier, partners either see too little to be self-sufficient or too much that isn't relevant to them, slowing enablement and creating more manual work for your partner team. Manage it all from one source while controlling exactly who sees what.

  • Tier-based visibility: Scope knowledge access by partner agreement using the same roles and permissions as your partner portal.

  • Single source, multiple audiences: Update an article once and it stays correct everywhere it's entitled to appear.

  • Co-branded options: Present partner-facing knowledge under your brand, a partner's brand, or both.

  • No separate tool: Runs on the partner portal you've already built, not a bolted-on help site.

 

Keeping supplier documentation accurate and accessible?

Supplier knowledge, specs, compliance documents, onboarding requirements, is often scattered across email threads and shared drives, which makes it hard to know what's current. Bring it into one place suppliers and your teams can both rely on.

  • Centralized documentation: Keep specs, compliance, and onboarding content in one governed source instead of email attachments.

  • Access by relationship: Scope visibility by supplier tier or contract using the same permissions as your supplier portal.

  • Always current: Update requirements once and every supplier sees the same accurate version.

  • Connected to procurement: Link knowledge content to the same systems already managing supplier onboarding and performance.

Knowledge Management for IT and Support Operations

IT and support teams lose time re-documenting fixes that already exist somewhere — buried across ticketing systems, wikis, and shared drives. Knowledge management that connects to your existing infrastructure, rather than replacing it, keeps answers consistent across every agent portal and support tool your team already uses.

  • Native connectors: Pull knowledge automatically from ticketing systems, wikis, and shared drives, so support answers stay current without manual updates.

  • Built on existing infrastructure: Runs on the same identity and search systems as the rest of your platform, with no separate system to stand up or maintain.

  • AI-powered ticket routing: The AI agent analyzes an incoming ticket and sends it to the right team, freeing support staff from repetitive triage.

  • One governed source: Reduce duplicate and outdated content by managing knowledge from a single place instead of five.

Knowledge Management Solutions Built on Liferay DXP

Knowledge management software should do more than store articles. Liferay DXP gives you the tools to create, structure, and govern knowledge content, then puts it to work everywhere your audiences already are.

Structured authoring

Write knowledge articles directly in Liferay DXP, or import existing content, so you're not starting from a blank page.

Standardized templates

Apply consistent structure across articles so content stays predictable for readers and search alike.

Workflow approval

Route articles through review before they publish, so nothing goes live without the right sign-off.

Built-in feedback

Collect and track reader feedback on individual articles to see what's working and what needs a rewrite.

Governed, permission-aware search

Every article respects the same roles and permissions as the rest of your platform, so results are always scoped to what a person is allowed to see.

API access

Pull knowledge into other systems, or bring external content in, through the same APIs the rest of your Liferay platform uses.

How Liferay Knowledge Base Works with Other Product Modules

Knowledge Management + AI

Put Liferay AI Hub to work behind your knowledge base. Answer questions with AI-powered search, surface the right article for each person, and give your content team AI assistance for writing and updates. Routine questions turn into self-service instead of tickets.

Knowledge Management + Integration

Bring knowledge in from where it already lives. With native connectors, APIs, and Liferay's integration framework, your knowledge base pulls content directly from ticketing systems, wikis, and shared drives — no migrating or maintaining it twice.

Knowledge Management + CMS

Knowledge content runs on the same Liferay CMS as the rest of your platform, not a separate application. Your team authors and updates articles with the same templates, visual editors, workflow approvals, and AI-assisted authoring they use for any other content. No second system to license, learn, or maintain.

Knowledge Management + Personalization

Show each person the article that's relevant to them. Personalization adapts content based on role, account, segment, or behavior, so the same knowledge base serves an employee and an enterprise customer differently.

Cross-Industry Effectiveness with Liferay

Technology

Global Technology Leader Launches Their Customer Self-Service Portal in Just 10 Months

Broadcom brought product resources, documentation, licensing, and knowledge base search into one self-service portal, cutting the number of clicks customers need to find an answer.

99.5 %

Uptime

66 %

Fewer Clicks

10

Months To launch

Frequently-Asked Questions

A knowledge management system is the set of tools and processes an organization uses to capture, organize, govern, and surface what it knows, including knowledge that isn't documented yet. It covers the full lifecycle: capturing expertise before someone leaves, controlling who can see what, flagging content that's gone stale, and making accurate answers available across search, support, and self-service tools.

A knowledge base is a searchable set of articles, the output. A knowledge management system is the broader practice of keeping that knowledge accurate, governed, and available everywhere it's needed. Most knowledge base tools stop at the article; Liferay's approach also powers intranet search, customer portals, and AI assistants from the same governed content.

Employee intranets, customer self-service portals, partner knowledge hubs, and internal support tools, all on the same platform, permissions model, and content source. Because they share one foundation, each additional use case is faster to build than starting over.

Liferay is built on an open-source foundation, which many teams choose for flexibility and control. Liferay DXP is the commercial platform built on top of it, with enterprise support, security, and cloud options.

A standalone knowledge base tool gives you search and articles as its own destination. Liferay embeds knowledge management in the portal, intranet, or app your teams already use, on the same login and permissions your other digital experiences already run on.

It depends on scope and how much existing content you're migrating, but customers regularly launch a first use case, like employee self-service, in months rather than years, and each additional audience reuses the same platform.

Yes. Industry research shows that a live customer interaction can cost 80 to 100 times more than a self-service resolution, and that up to 40% of live volume could be handled in self-service. Broadcom cut customer clicks by 66% after moving to self-service on Liferay.

Additional Resources

Build a smarter, more connected knowledge experience with Liferay DXP.