Knowledge repositories are inherent to organizations. Whether we are talking about how to execute processes in the company, solve incidents or interact with customers, all these activities are supported by a specific set of knowledge to be carried out. It is a fact that the better this resource is managed, the better the company’s performance will be. That is why implementing a good IT knowledge base represents a vital factor when carrying out a good Service Management.
Learn more about the benefits and best practices related to the IT knowledge base and learn how to give members of your organization access to the right information at the right time.
What exactly is a Knowledge Base?
The way a company collects, shares and exploits knowledge internally is proportional to its successful development. Aware of this, many companies have implemented a process aimed at making the best use of the knowledge produced within it; the name of this process is the Knowledge Management.
This process goes far beyond using knowledge in a company exclusively to imagine new products and brilliant services; or to design new and ingenious ways to sell them. It’s much simpler. It is a process aimed at using the information and talent that has the human potential of the company to create a collaborative environment, in which all members of the organization are nurtured by the skills of their peers.
The challenge is to exploit this knowledge consistently and profitably. And to do this, one of the main tools that Knowledge Management needs is The Knowledge Base. A Knowledge Base is nothing more than a repertoire of knowledge related to all areas of the organization and available to each of its members.
Advantages
- Most important advantage is that most of the bots capabilities are derived from the KBs. If you are not harvesting the KB right now, you might not be able to save lot of money using bots. Bots are as good as your KB.
- Greater customer satisfaction thanks to a better understanding of their needs through feedback from communications to them.
- Increase the quality of your suppliers, thanks to a better knowledge of the desires of customers and the needs of your staff.
- Improved staff performance, as employees, can benefit from the knowledge and experience of their colleagues to find the best way to achieve results. They will also feel more valued in a company where their ideas are heard.
- Increasing the company’s performance by making better use of internal expertise.
- Improved recruitment and staffing policies. For example, if you’ve increased your knowledge of what customers are looking for; you’re better able to find the right people to serve them.
- Constant innovation capacity.
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