Knowledge Management

Define, create, recollect, and share the expertise and experience of the experts using Motadata ServiceOps and allow everyone to resolve the problems as soon as they occur.

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Making the most out of all the skills within an organization through creating a knowledge base is a great way to enhance the potential of the solution provider. In addition, companies can offer a wealth of knowledge to their clients and technicians to ensure the problem can be resolved appropriately.

As the marketplace is becoming more competitive, businesses need to constantly upgrade their services and provide continuous support to stay ahead of the competition. One of the best ways is to identify the issues from the beginning and provide the solution on time.

The knowledge base may be located, saved, and made available to a larger workforce with suitable management structures, providing real business benefits.

What is Knowledge Management?

Knowledge management is defining, creating, recollecting, and sharing the expertise and experience of the experts within an organization. As an organization grows, enlarges into new areas, and describes its new business method, they need to develop considerable established knowledge.

Instructing about products or services to new or less experienced employees is essential for maintaining successful and smooth operations. It contains a cycle of knowledge creation, sharing, structuring, and reviewing the knowledge base within a company or for its clients.

The primary objective of knowledge management is to allow employees to get the knowledge they are looking for. Furthermore, with a practical knowledge base in place, organizations can spread the knowledge and increase the level of expertise held by experts or teams to enhance the effectiveness of their everyday tasks.

Knowledge Management with ServiceOps

The knowledge base contains all the FAQs, manuals, and articles related to the ServiceOps solution. Anyone with access to the system URL can read the information in this section. You can see the articles without logging in or registering, depending on their configurations. Authenticated users who are also subject matter experts typically manage the knowledge base articles here. Knowledge enables people to become self-aware before raising. unnecessary tickets.  With ServiceOps you can set a knowledge base article to be available publicly or only to the selected technician or requester groups.

With Motadata ServiceOps, technicians can see the previously added knowledge base while creating an incident so that the technician can check out the solution before adding an incident.

ServiceOps also allows for adding a knowledge base from previous similar incidents so that the technicians can refer to those solutions and resolve the queries.

Sometimes technicians need to add/save/create a knowledge base as a reply inside the incident ticket for other technicians. So, they can have the solution right there whenever they refer to old incidents. That way, it helps everyone in getting the right solution on time.

Benefits of Knowledge Management

Companies get various benefits from implementing the right knowledge management strategies to help their employees and clients. Some of the benefits are:

It helps identify skill gaps and provides essential information to management, so they can form new structures for the organization or hire additional resources.

Companies can make more insightful decisions through current and historical corporate knowledge and help the teams upskill to support company objectives.

Helpful in maintaining enterprise knowledge in case the most knowledgeable employees leave tomorrow. Most team members can access the knowledge that the long-term employees and other specialists have created.

Technicians can locate relevant information more quickly thanks to the go-to location created by knowledge management systems.

Reduces the time on research, leads to faster decision-making, and has cost savings through operational efficiencies.

Knowledge management and organizational cultures work together to build trust among team members and increase collaboration and communication.

Basics of Knowledge Management

Knowledge management is a procedure in which enterprises collect, manage, analyze, and share their knowledge in a manner that becomes easily accessible to its employees. The knowledge comprises of technical documents, articles, training documents, frequently asked questions and more.

Knowledge management enhances the operational efficiency of the organization. Knowledge management systems are supported with the usage of a knowledge base, providing a centralized place to store information and access it promptly.

Internal knowledge base – This type of knowledge base is designed for internal usage. It includes information, resources, frequently asked questions, best practices etc. that aid employees in their everyday tasks. An internal knowledge base streamlines processes and enables knowledge sharing.

External knowledge base – External knowledge base can also be known as a self-service portal, which aims to provide users with a self-help resource. This type of knowledge base includes troubleshoot guides, FAQs, articles and more that help users solve their issues quickly and independently. 

Here are some quick reasons why a knowledge base is important for enterprises:

  • It encourages self-service amongst users or requesters
  • It reduces the incoming flow of tickets
  • It helps improve the KPIs for service desk
  • It declutters the service desk