Comparison
Knowledge Base vs Embedded Training
An objective comparison of knowledge bases and embedded training for SaaS customer education, with tradeoffs and a hybrid model.
The short answer
At a glance
| Knowledge base | Embedded training | |
|---|---|---|
| Where it lives | Separate help site | Inside the software |
| Format | Mostly written articles | Often video or guided steps |
| Best for | Reference, detail, troubleshooting | Learning tasks at the point of need |
| Customer effort | Leave, search, read | Open help in context |
| Maintenance | Required | Required |
Best-fit scenarios
Knowledge base fits best for
- Detailed reference
- Policies and account info
- Searchable troubleshooting
Embedded training fits best for
- Repeatable how-to tasks
- Visual walkthroughs
- Customers mid-task
Tradeoffs
Knowledge bases are flexible and easy to update in writing, but customers must leave their work to use them. Embedded training reduces that friction but is less suited to long reference material.
The hybrid model
Keep a knowledge base for reference and account-specific information. Add embedded training for the repeatable software tasks customers do every day.
Where UpLevel fits
UpLevel Academy is embedded training for HighLevel: unbranded tutorials available inside customer sub-accounts and maintained by UpLevel.
Bottom line
Choose based on the problem: reference calls for a knowledge base; in-the-moment learning calls for embedded training.