GTM AI Index
September 2026 Edition · The permanent record of this edition. The unqualified address always carries the latest edition.
Index › Customer › Knowledge base › Enterprise › September 2026 Edition

Knowledge base and self-service for enterprise buyers

Asked as “knowledge base software”, and as “customer self-service help center tool”, on behalf of an enterprise B2B company. 43 first choices recorded across the direct, paraphrase, budget and scale prompts, twelve models each.
Standing
Zendesk
Contested
26% of first choices, contested.
ShowinginAll 73 categories in the September 2026 Edition →

By buyer segment

The same question asked on behalf of a different buyer. Each standing is computed within its segment; they sit side by side and are never added together.
Small businessNotion38%ContestedStanding →Mid-marketNotion18%ContestedStanding →EnterpriseZendesk26%ContestedThis page

01The standing

Share is the count of first choices across the direct, paraphrase, budget and scale prompts, over all twelve models, for an enterprise B2B company. Ordered by share.
ProductFirst-choice shareNegative rateLabelsQuadrant
01Zendesk26%15%26accepted challenger
02Helpjuice19%21%14accepted challenger
03Confluence14%27%41criticized challenger
04Document3609%14%37accepted challenger
05Zendesk Guide5%10%21accepted challenger
06Guru2%11%35accepted challenger
07Bloomfire2%4%23accepted challenger
Show the four products at 0%, ordered by negative rate
11Notion0%55%38criticized challenger
10SharePoint0%36%11criticized challenger
09Slite0%33%18criticized challenger
08Freshdesk0%10%10accepted challenger
Bars are the share of first choices, 0 to 100Every product with at least 10 labels here. Every product name links to its vendor page.
Head to head
Notion vs Document360Notion vs FreshdeskDocument360 vs Freshdesk

Recommended versus criticized

Every product with at least 10 labels here, on both axes. The 30% line names a quadrant, not the verdict above: that one needs more than 40%.

Criticized challengerCriticized default
Negative label rate →
01
02
03
04
05
06
07
08
09
10
11
Accepted challengerEndorsed leader
0%First-choice share → · lines at 30% share and 25% negative40%
Key
01Zendesk26%
02Helpjuice19%
03Confluence14%
04Document3609%
05Zendesk Guide5%
06Guru2%
07Bloomfire2%
08Freshdesk0%
09Slite0%
10SharePoint0%
11Notion0%

02What they warned about

Two of twelve models held their first choice under the paraphrase. Claude Haiku 4.5, GPT-5.4 mini, Gemini 3.5 Flash, Grok 4.1 Fast, DeepSeek V4 Flash, Llama 4 Maverick, Qwen 3.7 Flash, Kimi K2, GLM 4.7 FlashX and MiniMax M2.5 changed. A high negative share on a product with few labels is a warning. A low share on a product with many labels is salience, not sentiment.
Notion
55%
21 of 38 labels negative · 11 of 12 models · 5 hard negative
“Notion has no built-in content verification or stale content detection; wiki quality at 100 plus employees degrades predictably without a dedicated admin” Claude Haiku 4.5, negative prompt
Confluence
27%
11 of 41 labels negative · 7 of 12 models · 1 hard negative
“What to Avoid for Predictable Costs ... 1,000 users = $65K–$125K/year; costs grow linearly” Kimi K2, budget prompt
Tettra
62%
5 of 8 labels negative · 5 of 12 models · 3 hard negative
“one source explicitly says to *avoid Tettra* if your enterprise knowledge is read mainly in Microsoft Teams” Perplexity Sonar, negative prompt
Document360
14%
5 of 37 labels negative · 5 of 12 models · 1 hard negative
“Moved to custom pricing; unpredictable” Kimi K2, budget prompt

03What they cite

Citations exist only for the models that return a source list: four of the twelve in this edition, and all six flagship models on the expanded tier.

Sites the answers cite

22 of 72 answers in this category came back with a source list, from 4 of 12 models: citations where the model returns them, or the search results it consulted. 6 of those lists are Google grounding redirects that name no site and are left out of the counts. 194 links across 93 sites, every framing counted. Ranked by the number of answers carrying the site or page. The other 8 models searched through a gateway that returned no source list on this edition.

zendesk.com
vendor site · Zendesk9 answers · 10 citations · 3 models
slite.com
vendor site · Slite9 answers · 9 citations · 2 models
helply.com
vendor site · Helply7 answers · 12 citations · 2 models
learn.g2.com
7 answers · 8 citations · 2 models
helpjuice.com
vendor site · Helpjuice6 answers · 6 citations · 2 models
monday.com
vendor site · Monday.com6 answers · 6 citations · 2 models
bloomfire.com
vendor site · Bloomfire5 answers · 7 citations · 2 models
saascrmreview.com
5 answers · 5 citations · 2 models
usepylon.com
4 answers · 5 citations · 2 models
egain.com
vendor site · eGain4 answers · 4 citations · 2 models
thedigitalprojectmanager.com
4 answers · 4 citations · 2 models
plain.com
vendor site · Plain3 answers · 5 citations · 1 model

Pages the answers cite

The ten pages named in the most answers, by full address. A page here is one the models returned with a recommendation, not one the index endorses.

slite.com/learn/knowledge-base-softwares
9 answers · 2 models
helpjuice.com/blog/knowledge-base-software-buying-guide
6 answers · 2 models
monday.com/blog/service/enterprise-knowledge-base-platforms
6 answers · 2 models
zendesk.com/service/help-center/knowledge-base-software
6 answers · 3 models
helply.com/blog/best-knowledge-base-software-platforms
5 answers · 2 models
learn.g2.com/best-knowledge-base-software
5 answers · 2 models
saascrmreview.com/knowledge-base-software
5 answers · 2 models
egain.com/best-knowledge-base-software-2026
4 answers · 2 models
thedigitalprojectmanager.com/tools/best-enterprise-knowledge-base-software
4 answers · 2 models
assembly.com/blog/best-knowledge-base-software
3 answers · 1 model

04How they answered

Six framings of the same buying question, each sent to every model in a fresh session with search on. One row per model, so a row shows whether it held its answer under rewording, what it named when cost was the constraint, and what it argued against. Computed from the raw judge labels.
ModelDirect“What is the best knowledge base software for an enterprise B2B company?”Paraphrase“Which customer self-service help center tool would you recommend to a large B2B company with thousands of employees?”Comparative“What are the top enterprise-grade knowledge base tools and how do they differ?”Budget-constrained“What is the best knowledge base software for a large company that needs predictable total cost across thousands of users?”Scale-constrained“We are a 5,000 person company with SSO, SOC 2 and procurement review requirements evaluating a knowledge base software. What should we look at?”Negative“Which knowledge base tools should a large enterprise avoid or be cautious about?”
Claude Haiku 4.5no first choice
Four alternativesBloomfire, Confluence, SharePoint, Slite
against: ZendeskZendeskChanged
Two alternativesHelply, Salesforce Service Cloud
against: Intercomno first choiceConfluence
Three alternativesCrisp, Document360, Helpable
no first choiceagainst: Notion
GPT-5.4 miniConfluence
Three alternativesDocument360, Glean, Zendesk Guide
ZendeskChanged
One alternativeSalesforce Help Center + Knowledge
no first choiceagainst: NotionConfluence
Two alternativesBookStack, Confluence Data Center
against: Document360no first choicenothing named
Gemini 3.5 FlashDocument360
Four alternativesAtlassian Confluence, Guru, Shelf.io, Zendesk Guide
Salesforce Service Cloud + Experience Cloud, ZendeskChanged
Two alternativesDocument360, ServiceNow Customer Service Management
no first choice
Six alternativesAtlassian Confluence, Document360, Glean, Guru, Notion, Zendesk Guide
Helpjuice
Two alternativesBookStack, Outline
against: Atlassian Confluence, NotionAtlassian Confluence
Two alternativesGuru, Notion
against: Gleanagainst: Coda, Google Drive, MediaWiki, Microsoft OneDrive, Notion, Slite
Perplexity SonarZendesk
Three alternativesHelply, Plain, Pylon
ZendeskHeld
Four alternativesFreshdesk, Kayako, Plain, Pylon
no first choiceHelpable, Helpjuice
One alternativeDocument360
no first choiceagainst: DokuWiki, Helpjuice, MediaWiki, Notion, Nuclino, OpenDocMan, Outline, Tettra, phpMyFAQ
Grok 4.1 FastConfluence
Four alternativesGuru, Shelf, Zendesk, eGain
against: NotionZendeskChanged
Three alternativesFreshdesk, Intercom, ServiceNow Customer Service Management
no first choiceagainst: MediaWiki, XWikiConfluence
Two alternativesNotion, SharePoint
against: Bloomfire, Guru, Helpjuice, Slite, Tettrano first choice
Five alternativesConfluence, Document360, Guru, Notion, Slite
against: BookStack, Confluence, Freshdesk, Notion, XWiki, Zendesk Guide
Mistral SmallPlain
Eight alternativesConfluence, Document360, Freshdesk, Guru, Help Scout, Notion, Slite, Zendesk Guide
PlainHeld
Three alternativesFreshdesk, Helply, Pylon
against: ZendeskSlite
Seven alternativesBloomfire, Confluence, Document360, Guru, Notion, Zendesk Guide, eGain AI Knowledge Hub
Helpjuice
Two alternativesBloomfire, Confluence
no first choicenothing named
DeepSeek V4 FlashConfluence, Document360, Guru
Four alternativesNotion, Plain, Pylon, Zendesk
against: SharePointZendeskChanged
One alternativeIntercom
against: Salesforce Service Cloud + Knowledge, ServiceNow CSMno first choiceagainst: Notion, SharePointHelpjuice
Three alternativesGitBook, ProProfs Knowledge Base, Zendesk
against: Confluence, Document360, Notionno first choiceagainst: Notion, Sliteagainst: Apple Notes, BookStack, Confluence, Evernote, Helpjuice, Notion, Nuclino, Outline, Tettra, Zendesk
Llama 4 Maverickno first choiceZendeskChanged
Three alternativesFreshdesk, Gladly, HubSpot Service Hub
no first choiceno first choiceno first choiceagainst: Confluence, Notion, Slite
Qwen 3.7 FlashPylon, Zendesk Guide
Three alternativesAtlassian Confluence, Document360, Plain
against: NotionDocument360Changed
Three alternativesIntercom, ServiceNow Customer Service Management, Zendesk Guide
no first choice
Six alternativesAtlassian Confluence, Bloomfire, Guru, Microsoft SharePoint + Copilot, Zendesk Knowledge / Guide, eGain AI Knowledge Hub
Helpjuice, Slab
Four alternativesBloomfire, Salesforce Service Cloud, SparrowDesk, Zendesk
against: Confluence, Notionno first choiceagainst: Coda, Confluence, Discord, DokuWiki, GitHub/GitLab Wikis, Google Sites, MediaWiki, Microsoft Teams, Notion, Redmine, Slack, Wiki.js, XWiki
Kimi K2Document360
Four alternativesConfluence, Guru, Notion, Zendesk Guide
ZendeskChanged
Two alternativesFreshdesk, Salesforce Service Cloud
against: ServiceNowno first choiceBloomfire, Helpjuice
Two alternativesHelpDocs, KnowledgeOwl
against: Confluence, Document360, Guru, Notion, Zendesk Guideno first choiceagainst: Confluence, Help Scout Docs, Notion, ProProfs, Salesforce Knowledge, ServiceNow Knowledge Management, SharePoint, Tettra
GLM 4.7 FlashXPylon, Zendesk Guide
Two alternativesDocument360, Helply
ZendeskChanged
One alternativeSalesforce Service Cloud
Confluence
Eight alternativesBloomfire, Capacity, Document360, GitBook, Glean, Guru, Helpjuice, Notion
Helpjuice, Helply
Four alternativesBloomfire, Confluence, Notion, eesel AI
against: Document360, Guru, Shelfno first choiceagainst: Confluence, Notion, SharePoint
MiniMax M2.5Plain
Four alternativesConfluence, Document360, Pylon, Zendesk
ZendeskChanged
One alternativeSalesforce Service Cloud
eGain
Eight alternativesConfluence, Document360, Guru, Notion, Nuclino, Salesforce Knowledge, ServiceNow, Zendesk
against: SliteHelpjuice
Five alternativesBookStack, ClickHelp, Confluence Data Center, KnowledgeBase, KnowledgeOwl
against: Confluence, Notion, Slite, Zendeskno first choiceagainst: Notionagainst: BookStack, Confluence, Document360, Guru, Notion, Tettra
Bold is the first choiceAlternatives are counted; the count opens them.What the answer argued against

05The record

One row per call: the version string exactly as returned, whether the model searched, sources cited, and latency. Full answer text is in the free responses file. Download the record
Seventy-two rows: every prompt, every model, every answer.
PromptModelVersion stringTime (UTC)SearchedSourcesLatency
Direct recommendationClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 03:11yes87 s
Direct recommendationGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-15 04:42yes45 s
Direct recommendationGemini 3.5 Flashgemini-3.5-flash2026-09-15 04:17yes1925 s
Direct recommendationPerplexity Sonarsonar2026-09-15 02:47yes206 s
Direct recommendationGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 02:09yes010 s
Direct recommendationMistral Smallmistral/mistral-small via mistral2026-09-15 02:56yes013 s
Direct recommendationDeepSeek V4 Flashdeepseek/deepseek-v4-flash via fireworks2026-09-15 04:47yes019 s
Direct recommendationLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 01:38yes01 s
Direct recommendationQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 00:00yes029 s
Direct recommendationKimi K2moonshotai/kimi-k2 via novita2026-09-15 03:28yes044 s
Direct recommendationGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-15 04:00yes030 s
Direct recommendationMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 00:13yes021 s
ParaphraseClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 01:15yes89 s
ParaphraseGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-15 04:06yes65 s
ParaphraseGemini 3.5 Flashgemini-3.5-flash2026-09-15 04:41yes925 s
ParaphrasePerplexity Sonarsonar2026-09-15 04:55yes205 s
ParaphraseGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 00:50yes08 s
ParaphraseMistral Smallmistral/mistral-small via mistral2026-09-14 23:43yes08 s
ParaphraseDeepSeek V4 Flashdeepseek/deepseek-v4-flash via deepinfra2026-09-15 02:50yes036 s
ParaphraseLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 02:24yes01 s
ParaphraseQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 01:11no036 s
ParaphraseKimi K2moonshotai/kimi-k2 via novita2026-09-15 04:24yes041 s
ParaphraseGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-15 04:41yes052 s
ParaphraseMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 01:17yes020 s
ComparativeClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 00:58yes810 s
ComparativeGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-14 23:53yes310 s
ComparativeGemini 3.5 Flashgemini-3.5-flash2026-09-15 02:01yes1827 s
ComparativePerplexity Sonarsonar2026-09-15 01:24yes208 s
ComparativeGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 04:50yes07 s
ComparativeMistral Smallmistral/mistral-small via mistral2026-09-15 01:26yes011 s
ComparativeDeepSeek V4 Flashdeepseek/deepseek-v4-flash via deepinfra2026-09-15 02:37yes072 s
ComparativeLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 04:18yes02 s
ComparativeQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 04:10yes029 s
ComparativeKimi K2moonshotai/kimi-k2 via novita2026-09-15 01:59yes042 s
ComparativeGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-15 00:51yes024 s
ComparativeMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 04:20yes013 s
Budget constrainedClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 00:51yes128 s
Budget constrainedGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-14 23:24yes45 s
Budget constrainedGemini 3.5 Flashgemini-3.5-flash2026-09-14 22:54yes1624 s
Budget constrainedPerplexity Sonarsonar2026-09-15 00:21yes206 s
Budget constrainedGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 02:52yes09 s
Budget constrainedMistral Smallmistral/mistral-small via mistral2026-09-15 00:21yes05 s
Budget constrainedDeepSeek V4 Flashdeepseek/deepseek-v4-flash via deepinfra2026-09-15 04:51yes061 s
Budget constrainedLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 03:57yes02 s
Budget constrainedQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 01:29yes067 s
Budget constrainedKimi K2moonshotai/kimi-k2 via novita2026-09-15 01:35yes036 s
Budget constrainedGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-14 22:54yes019 s
Budget constrainedMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 00:20yes040 s
Scale constrainedClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 01:01no06 s
Scale constrainedGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-14 23:43yes37 s
Scale constrainedGemini 3.5 Flashgemini-3.5-flash2026-09-15 03:50yes1027 s
Scale constrainedPerplexity Sonarsonar2026-09-15 03:16yes2010 s
Scale constrainedGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 02:54yes018 s
Scale constrainedMistral Smallmistral/mistral-small via mistral2026-09-15 02:11no05 s
Scale constrainedDeepSeek V4 Flashdeepseek/deepseek-v4-flash via deepinfra2026-09-15 00:43yes064 s
Scale constrainedLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 01:39yes02 s
Scale constrainedQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 02:58yes040 s
Scale constrainedKimi K2moonshotai/kimi-k2 via novita2026-09-15 05:06yes050 s
Scale constrainedGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-14 23:57yes0121 s
Scale constrainedMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 01:40yes014 s
Negative framingClaude Haiku 4.5claude-haiku-4-5-202510012026-09-15 02:49yes1812 s
Negative framingGPT-5.4 minigpt-5.4-mini-2026-03-172026-09-15 04:29no06 s
Negative framingGemini 3.5 Flashgemini-3.5-flash2026-09-15 01:26yes1426 s
Negative framingPerplexity Sonarsonar2026-09-15 02:42yes206 s
Negative framingGrok 4.1 Fastspacexai/grok-4.1-fast-non-reasoning via vertex2026-09-15 03:06yes011 s
Negative framingMistral Smallmistral/mistral-small via mistral2026-09-15 02:05yes011 s
Negative framingDeepSeek V4 Flashdeepseek/deepseek-v4-flash via deepinfra2026-09-15 00:26yes061 s
Negative framingLlama 4 Maverickmeta/llama-4-maverick via bedrock2026-09-15 01:25yes02 s
Negative framingQwen 3.7 Flashalibaba/qwen3.7-flash via alibaba2026-09-15 02:53no043 s
Negative framingKimi K2moonshotai/kimi-k2 via novita2026-09-15 03:48yes056 s
Negative framingGLM 4.7 FlashXzai/glm-4.7-flashx via zai2026-09-15 00:39yes038 s
Negative framingMiniMax M2.5minimax/minimax-m2.5 via minimax2026-09-15 00:21yes028 s

Normalization in this category

Every judgment call made between the raw labels and the numbers above, listed so it is visible and reversible.

Category-scoped readings
None. Every name in this category resolved on its own.
Unresolved, counted raw
Apple Notes
Assembly
Azure AI Search
Capacity
Copilot
Elium
Experience Cloud
Freshdesk Knowledge Base
Iternal
KnowledgeBase
Microsoft SharePoint + Copilot
OpenDocMan
Plain.com
Redmine (Wiki module)
Salesforce Help Center + Knowledge
Salesforce Service Cloud + Experience Cloud
Salesforce Service Cloud + Knowledge
Shelf.io
SparrowDesk
Starmind
Discontinued, still offered
No shut-down product was recommended here.

Also in customer

The other categories of this function, with the leader in each.
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