Information and communication technologies offer a number of solutions to implement collaborative knowledge management solutions. This paper discusses a range of these solutions and presents a case study where a
if technology is not implemented correctly or you don’t adequately prepare your employees for change, it can drain your company. In the case of a knowledge management system, failure to implement the solution can potentially cost you millions of dollars as a direct result of loss of productivit...
Implement your knowledge management solution in stages, where each one addresses a specific part of the solution, lays the foundation for the next stage, delivers benefits, and provides a measurable ROI. A phased process ensures that the overall objectives can be divided into smaller, achievable go...
How to choose a knowledge management solution What is knowledge management? Knowledge management is the process of gathering, analyzing, storing, and sharing knowledge that is created within an IT service desk. It is designed to assist service desk teams to make the right decisions throughout the...
However, a well-implemented knowledge management system acts as a guiding light, empowering agents to access pertinent information promptly and enhancing the overall customer experience and ROI of customer success. Investing in a KMS is an investment in efficiency, productivity, and customer satisfaction...
Knowledge management is an ongoing responsibility. Even after you’ve implemented a system, there’s a constant cycle of adding new material and eliminating items that are outdated, as well as the discovery of hidden knowledge. Here are the key steps to building a successful knowledge management ...
Implement your solution: Develop and deploy AI models to capture, organise and retrieve information efficiently. Integrate it with your CRM and other systems: Seamlessly connect your AI Knowledge Management solution with Salesforce Service Cloud or other CRM platforms. This will ensure a unified and ...
Once these knowledge management processes are implemented, your business can benefit from increased efficiency, better decision making, and forward-thinking employees. Bottom Line Building a well-designed help center for both your business and customers takes time and effort. Your customer support team ...
Table 1. Knowledge management solution design model Expand table Following are some general best practices or recommendations for working on a KM design model. We will cover specific topics in the following sections. During the conceptual design phase, the key focus should be defining scenarios that...
A multi-dimensional modeling technique and system for knowledge based management, comprises a perceptual engine of relations and concepts; a logical engine of relations and concepts