Buil 2.0

While we were looking for alternative products that matched our requirements, we realized that the market is dominated by customer support vendors who paid little attention to the knowledge base side of their product. They were missing trivial, but crucial, things like version control and auditing. More often then not, category management was either clunky or limited to three levels, contributor permissions and workflows, if they existed at all, were consistently lacking in granularity. We looked at products that focused purely on knowledge base creation and maintenance. We even moved to one of them, only to realize, after a few weeks, they didn't scale well.