Sage CRM

What do people use for creating internal Knowledgebases when they work with SageCRM? Personally I don't like how ""solutions"" in CRM don't have a place to add attachments and even if they did I don't think the search in CRM would be able to search within the attachment like it does with Evernote. I'm considering just doing an iframe and putting evernote in there!

Not CRM specific but we spent some time looking at a lot of the help desk software and found two things: a. It's insanely expensive. b. Much of it (hello Zendesk) has a UI that was clearly created at the dawn of the SaaS age - very old, cumbersome and looked as if it was based on a product designed for a specific user then rolled out to a wider audience. Having used Evernote for the better part of a year or two - I have not found in the Sage world that there's much I search for that isn't a flat out keyword. I'm not sure the tighter organization of a help desk solution would give much better results versus Evernote (cheap, easy, quick). The one thing I do use is mojohelpdesk to store incoming questions from end users. Increasingly people are running into the same problems over and over and it's very helpful to have an internal database that lists when people called and what they asked and what the solution was. I like searching Evernote and probably could save some time trying to create a kb in mojohelpdesk but Evernote is cheaper and faster and I generally find everything that I need.

We use solutions to document how cases were resolved and what steps were taken. Attachments can be addded within the documents of solutions, but I do not know of a way to search within an attached document.

I suppose I should have said I don't the process of adding attachments to solutions in CRM. It would be nicer to be able to just add the document right on the New Solution Entry Screen. Though I suppose I could add that field there.... The process just seems a little clunky to me compared to using Evernote. I suppose with some customization I could get it to where I have the features that I am looking for... except for searching within attachments. Thats a really great feature of Evernote.

The Sage CRM Knowledgebase can be used effectively - it needs some tweaking though because, as you said, it can be a little clunky natively. For example, we have built a portal that allows customers (or consultants) to easily attach screenshots or other documents to a Case. You could do something similar with any CRM entity to make life easier. As @WayneSchulz mentioned, good help desk software can be really expensive and most people will still want it integrated with their CRM system anyways.