Unified KMS API: Real-Time Access to Knowledge Base and Documentation Data
May 29, 2024
If your product needs access to internal documentation, help center content, or knowledge bases, you quickly run into fragmented APIs, inconsistent content structures, and provider-specific data models.
The Unified KMS API provides a single interface to retrieve and manage knowledge content across platforms, with normalized objects and real-time access. It acts as a unified knowledge layer across documentation and help center systems, enabling applications to access and structure content through one API.
Supported platforms
- Atlassian Confluence
- ClickUp
- Coda
- Freshdesk
- Gladly
- Guru
- Helpscout
- Intercom
- Microsoft SharePoint
- Notion
- Salesforce
Additional knowledge base and help center integrations are expanding as part of this category.
Unified knowledge model across platforms
The KMS API standardizes content across providers using a consistent object model:
- Spaces: collections of documents (folders, workspaces, or knowledge bases)
- Pages: individual documents or articles, including hierarchical relationships
Content, structure, and hierarchy are normalized across providers, reducing the need to map platform-specific formats.
Core objects in the KMS API
- Spaces: containers for knowledge content
- Pages: documents and articles
- Comments: discussions and annotations on content
These objects follow consistent schemas across providers, reducing the need to handle platform-specific content structures.
Real-time access to knowledge data
The KMS API retrieves and updates content in real time:
- Requests are routed directly to source platforms
- No polling or background jobs
- No stored copies of customer data
Webhooks provide updates for changes to content and structure.
What teams build with the KMS API
- Unified search across knowledge bases and documentation
- Internal tools accessing company knowledge across platforms
- Help center aggregation across support systems
- AI assistants powered by documentation
- Content pipelines syncing knowledge into internal systems
Using knowledge data in AI systems
Knowledge base content can be used to:
- Generate summaries of documentation
- Power search and question-answering systems
- Extract structured data from unstructured content
- Provide context for AI agents and copilots
Because content is accessed in real time, AI systems operate on current information.
Who this is for
- Internal tools accessing company documentation
- Support platforms aggregating help center content
- Search systems indexing knowledge bases
- AI systems using documentation as context
- Analytics platforms processing knowledge usage
What is a knowledge management API?
A knowledge management API allows developers to access and manage documentation, knowledge bases, and internal content across platforms through a single interface. It standardizes how content is retrieved, structured, and updated across providers.
Get started
The KMS API is available on all Unified plans.