Knowledge management
Capture answers once so users and agents can self-serve.
Knowledge Management captures what the organisation knows, fixes, how-tos, policies, so users self-serve and agents stop solving the same thing twice. Done well it is the single biggest lever on ticket deflection.
- Knowledge bases & articles
- KCS: knowledge in the flow of work
- Access and feedback
- How it connects
- Common mistakes
Knowledge Management captures what the organisation knows, fixes, how-tos, policies, so users self-serve and agents stop solving the same thing twice. Done well it is the single biggest lever on ticket deflection.
Knowledge bases & articles
Content is organised into knowledge bases (IT, HR, Facilities), each with its own owners, categories, workflow and access. Articles move through a lifecycle:
KCS: knowledge in the flow of work
Access and feedback
How it connects
Articles deflect incidents at the portal, publish problem workarounds, and increasingly feed AI search and Now Assist answers, which are only ever as good as the underlying knowledge.
Common mistakes
- No review lifecycle, so articles go stale and lose trust.
- Ignoring user criteria and leaking internal content to end users.
- Treating authoring as a side project rather than part of resolution (KCS).
- No feedback loop, so bad articles are never found and fixed.