A knowledge based software may be generic, however when properly executed, it can turn into a memory booth of an organization: manual fixes, tips on troubleshooting, best practices, frequently asked questions, tutorials, it is all right there. The difference between the good ones is natural contribution of people, its cleanliness and usefulness of the search and the ability of the tool to adapt as the company grows. It is not only about not doing the same thing over and over again: it is about not losing what you do, so that every other individual who comes later on does not need to re-invent the wheel.