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0 1 3.236-.568c.549-.059.925.364.939.874s-.376.932-.867.947zm0-2.913c-.925.043-1.849.204-2.788.495-.086.029-.174.029-.26.029a.897.897 0 0 1-.867-.641.915.915 0 0 1 .607-1.136 12.711 12.711 0 0 1 3.236-.568c.549-.029.925.364.939.874s-.376.933-.867.947zm0-2.914c-.925.043-1.849.204-2.788.495-.086.029-.174.029-.26.029a.897.897 0 0 1-.867-.641.915.915 0 0 1 .607-1.136 12.711 12.711 0 0 1 3.236-.568c.549-.043.925.365.939.874s-.376.933-.867.947z"></path></svg>Article</span></a> • 16 min read</h2><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">What is knowledge management? A guide for 2024</h1><p class="Textstyle__TextRoot-sc-c9um69-0 jtzLSQ">Knowledge management is critical for collecting and distributing information efficiently. Create your knowledge management process using these strategies.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">By Harry Wray, Director, Customer Experience</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Last updated April 2, 2024</p><div class="Tagstyle__TagContainer-sc-1uuac66-3 ceUOVi"><a href="/sg/blog/tags/knowledge-management/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD Tagstyle__TagRoot-sc-1uuac66-1 culUHm" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Tagstyle__TagText-sc-1uuac66-0 kjAPec">Knowledge management</span></a></div><div class="SocialBlockstyle__SocialBlockRoot-sc-1ebt7cj-7 fDqkXl"><ul class="SocialBlockstyle__ListWrapper-sc-1ebt7cj-8 hAhnRj"><li class="SocialBlockstyle__ListItem-sc-1ebt7cj-9 bvObyx"><a target="_blank" 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2.771v-.071z"></path></svg></a></li></ul></div></div></div><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:inline-block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative;max-width:100%"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;max-width:100%"><img style="display:block;max-width:100%;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0" alt="" aria-hidden="true" src="data:image/svg+xml,%3csvg%20xmlns=%27http://www.w3.org/2000/svg%27%20version=%271.1%27%20width=%271104%27%20height=%27552%27/%3e"/></span><img alt="A man reading a book and a woman using her phone lie in the grass. " fetchpriority="high" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/imageofcouplereadingheader.png" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/></span></span></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 qMACC"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 sc-2a79ddc4-1 bEEqbX jOJqak" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 dATmVw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="accent-box accent-tofu"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">What is knowledge management?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Knowledge management (KM) is how businesses gather, organize, update, and share information with customers, employees, and business partners. It’s also the technology that makes it possible to store, access, and update information.</p></div><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Poor knowledge management slows down workflows and can harm <a href="/sg/blog/customer-relations/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer relationships</a>. Team members spend precious time muddling through problems while searching for answers, causing customer satisfaction, agent productivity, and company profit to plummet. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">That’s why companies must adopt a <a href="/sg/service/help-center/knowledge-management-system/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">knowledge management system</a> for collecting and sharing institutional information. But before you can harness the power of knowledge management, you must understand the strategies and processes that can lead to success.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>More in this guide:</strong></p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF bordered"><li><a href="#Types of knowledge management" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Types of knowledge management</a></li><li><a href="#Knowledge management process overview" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Knowledge management process overview</a></li><li><a href="#How to create a knowledge management process" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">How to create a knowledge management process</a></li><li><a href="#Knowledge management strategies" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Knowledge management strategies</a></li><li><a href="#Benefits of knowledge management" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Benefits of knowledge management</a></li><li><a href="#Knowledge management use cases" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Knowledge management use cases</a></li><li><a href="#Knowledge management tools" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Knowledge management tools</a></li><li><a href="#Why does knowledge management fail?" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Why does knowledge management fail?</a></li><li><a href="#Frequently asked questions" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Frequently asked questions</a></li><li><a href="#Improve your knowledge management with Zendesk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Improve your knowledge management with Zendesk</a></li></ul><h2 id="Types of knowledge management" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Types of knowledge management</h2><img alt="Five icons represent the five types of knowledge management: explicit, implicit, tacit, declarative, and procedural." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/typesofknowledgemanagement.png" width="100%"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The five types of knowledge management are explicit, implicit, tacit, declarative, and procedural. Each type plays a role in helping your business operate efficiently.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><strong>Explicit knowledge</strong> is structured information that’s easy to document, share, and learn from—like a report containing <a href="/sg/blog/call-center-metrics-really-focus/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">call center performance metrics</a>.</li><li><strong>Implicit knowledge</strong> is the application of learned (explicit) knowledge, such as watching a webinar about video conferencing software and then trying it out with clients.</li><li><strong>Tacit knowledge</strong> is information gained through experience or intuition, like knowing a customer enjoys chatting about baseball before placing their order.</li><li><strong>Declarative knowledge</strong> is factual information or static principles, such as the date your company was founded.</li><li><strong>Procedural knowledge</strong> is information that describes how to do something, like how-to articles about setting up your email on a new device.</li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Typically, you’ll want to capture and share these types of knowledge management with your employees and customers. </p><h2 id="Knowledge management process overview" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Knowledge management process overview</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Creating a company-wide culture around knowledge management starts with building a formal process. Here are the five key steps:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Knowledge creation</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Organization</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Sharing</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Acting</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Updating</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">An effective knowledge-sharing process provides all employees equal access to valuable knowledge that can help them perform more efficiently on the job. It also allows everyone to contribute to and continuously improve on the information available across the business.</p><h2 id="How to create a knowledge management process" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">How to create a knowledge management process</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Unless you’re starting a business from scratch, lots of information already exists within your organization. To consolidate it all, you’ll need the right team and a clear definition of what you expect to accomplish with your knowledge management system.</p><img alt="A man in a green jacket walks beside a list of three common knowledge management mistakes." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/commonknowledgemanagementmistakes.png" width="100%"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Businesses can make a few common mistakes when beginning their knowledge management journey, including:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Not investing in resources that support the continuous build of knowledge management content</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Not using data to inform common customer questions or pain points</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Not investing in AI tools that can automate suggested help center articles</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With these common mistakes in mind, here are a few ideas and tips to help you build a knowledge management framework.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Do your research</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Knowledge management isn’t a new concept and many businesses already have an effective framework. A great place to start is to identify and connect with other businesses across different industries that have implemented successful knowledge initiatives. Discuss their knowledge management experience and how they got started so you can plan your course of action.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Capturing the attention of another business’s KM team may seem like a tall order, but <a href="/sg/why-zendesk/customers/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk customer stories</a> offer valuable insights into the keys to success. Take, for example, <a href="/sg/customer/carousell/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Carousell</a>, an online marketplace whose journey illustrates the power of effective KM processes. Carousell implemented scalable self-service resources to deflect low-level requests, which empowered agents to focus on addressing high-priority customer inquiries. This strategic move significantly reduced agent response times, resulting in improved customer satisfaction and operational efficiency.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Build a skilled team</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Set up a team that’s responsible for updating the <a href="/sg/blog/knowledge-base/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">knowledge base</a> or delegating to contributors and subject matter experts as needed. Necessary roles include:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><strong>Project managers</strong> to oversee operations and ensure your knowledge management efforts stay on task </li><li><strong>Content managers</strong> to create, manage, and distribute engaging and informative content</li><li><strong>Technical writers</strong> to create clear, concise, and engaging copy for complex topics</li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This team should also ensure that customer-facing content shared via your <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/service/help-center/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">help centers<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, chatbots, and other knowledge management systems aligns with the company’s brand voice and tone.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Lean on AI</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">AI can help lighten your team’s load while managing your evolving self-service resources as you scale. AI can analyze existing knowledge base content (like bullet points) and automatically generate complete articles with explanations and examples. Additionally, it can adjust the tone of your writing, transforming a formal document into a friendly user guide or vice versa, ensuring your knowledge base caters to diverse audiences.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">For example, <a href="/sg/customer/veeva/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Veeva</a> uses the AI-powered <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/service/help-center/knowledge-capture-app/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Knowledge in the Agent Workspace<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> from Zendesk to integrate its ticketing and knowledge management processes. The app’s AI can recommend articles within tickets, flag out-of-date articles, and analyze which articles help solve the most tickets.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Establish a sharing process</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Knowledge management works best when everyone at the company contributes. To explain why your business needs knowledge management, create a mission statement describing your purpose and objectives.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Make it easy for people to participate by showing employees how it will benefit their work. Identify different stakeholders within the company and tell them how their knowledge will contribute to the initiative’s success.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Revisit your content</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Knowledge management isn’t a set-it-and-forget-it scenario. Your team must periodically review content to make sure it’s still relevant as your product and business evolves. To increase the chances of success, empower agents with tools that allow them to automate and streamline the process.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">For example, Zendesk offers unique tools that help you keep your content current. These knowledge management features include:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><strong><a href="/sg/blog/content-cues/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Content Cues</a>:</strong> an AI-powered tool that provides insight into trending topics based on customer searches, identifies knowledge gaps, makes suggestions on new content, and flags outdated content in existing articles</li><li><strong>Team Publishing:</strong> a tool that allows you to create workflows to streamline the review, approval, and publishing process</li><li><strong>Content Blocks:</strong> a tool you can add to any relevant articles that allows you to update brief sections of information in one place</li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The more work you can automate for your team, the more productive they can be throughout the day.</p><h2 id="Knowledge management strategies" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Knowledge management strategies</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">There are three main knowledge management strategies: collecting and recording information (codification), spreading it (dissemination), and tailoring it to specific audiences (personalization). Most businesses use a blend of these strategies.</p><div class="StyledAccordion-sc-niv9ic-0 dgZvap Accordionstyle__AccordionRoot-sc-ga9m60-0 ezJqxF" data-garden-id="accordions.accordion" data-garden-version="8.76.2"><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rl6ka76:--trigger:0" role="button" tabindex="0" aria-controls=":Rl6ka76:--panel:0" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Codification</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rl6ka76:--panel:0" aria-hidden="true" aria-labelledby=":Rl6ka76:--trigger:0" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Codification is the process of formally documenting knowledge. You can accomplish this through the following methods:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Interviewing subject matter experts</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Drafting white papers</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Creating guides</p></li><li>Recording customer preferences in your <a href="/sg/service/ticketing-system/customer-service-management-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer service software</a></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">For your codification strategy, create a robust and repeatable process. The steps can include identifying knowledge sources, collecting the information, and storing it for easy access. This process takes information from subject matter experts and turns it into documents that the rest of your company can access. You can store gathered information in your knowledge base or distribute it through intranets.</p></div></section></div><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rl6ka76:--trigger:1" role="button" tabindex="0" aria-controls=":Rl6ka76:--panel:1" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Dissemination</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rl6ka76:--panel:1" aria-hidden="true" aria-labelledby=":Rl6ka76:--trigger:1" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Dissemination refers to the circulation of information throughout your organization and to your customers. This includes making your company’s knowledge accessible and alerting relevant parties to its existence. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">For example, if you update a product, you’ll likely create articles or tutorials to walk customers through the changes. Once the new content is created, share it in an email or link chatbots to your knowledge base so they can point users to the resource. Disseminating your content ensures everyone can find this information when needed.</p></div></section></div><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rl6ka76:--trigger:2" role="button" tabindex="0" aria-controls=":Rl6ka76:--panel:2" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Personalization</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rl6ka76:--panel:2" aria-hidden="true" aria-labelledby=":Rl6ka76:--trigger:2" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/blog/complete-guide-personalization/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Personalization</a> in knowledge management refers to customizing information access and delivery to suit individual needs and preferences. This goes beyond simply offering a knowledge base—it involves understanding the user and presenting information in a way that resonates with them.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">For example, a company with regional offices or sub-brands might leverage personalization by tailoring knowledge bases to each specific audience. A regional knowledge base could include local regulatory information, contact details for nearby support teams, and troubleshooting guides in the dominant language.</p></div></section></div></div><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div role="complementary" aria-label="body-promo" data-cookie-name="false" data-location="body" class="Promostyle__PromoRoot-sc-1lscwvc-0 LwfBm sc-4c913245-0 gNPEJq"><div class="Promostyle__MediaWrapper-sc-1lscwvc-1 kpdRmr"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/imageofpersonlookingatboard.png"/></noscript></span></span></div></div><div class="Promostyle__TextWrapper-sc-1lscwvc-2 gMFoUj"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Watch a quick knowledge management solution demo</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">See how a smart knowledge base can help you improve self‑service and empower agents.</p></div><div class="Promostyle__LinkWrapper-sc-1lscwvc-3 biyiQd"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><a href="/sg/demo/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ccaaIc" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Watch demo </a></div></div></div></div><h2 id="Benefits of knowledge management" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Benefits of knowledge management</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Internally, companies use knowledge management practices to share expertise and important information across departments. Externally, it provides <a href="/sg/blog/customer-self-service-guide-helping-customers-help/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">self-service options</a> for customers to accomplish basic tasks independently, such as changing a password or printing a return label.</p><img alt="Five icons represent the primary knowledge management benefits: saves time, improves training, streamlines onboarding, reduces costs, and provides 24/7 support." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgemanagementbenefits.png" width="100%"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">When done well, self-service can improve the employee and <a href="/sg/blog/why-companies-should-invest-in-the-customer-experience/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer experience</a>. Here are some benefits of knowledge management.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><strong>Saves agents time:</strong> Self-service allows customers to perform simple tasks, which deflects potential tickets. It also helps agents find the information they need quickly, resulting in faster issue resolutions.</li><li><strong>Improves employee training and onboarding:</strong> All team members can access the knowledge base to find the internal information they need without relying on a specific team member or department.</li><li><strong>Streamlines customer onboarding:</strong> Knowledge management tools empower customers to unlock a product or service’s full potential, thereby enhancing the value they derive from it, particularly during the <a href="/sg/blog/customer-onboarding/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer onboarding</a> phase.</li><li><strong>Scales support while reducing costs:</strong> You can offer the same great customer experience with the same number of employees by deflecting support tickets with self-service resources, reducing the number of requests in the queue.</li><li><strong>Provides 24/7 customer support:</strong> Customers can access self-service support 24/7 through chatbots, FAQ pages, and help centers, so they can get answers without waiting on an agent.</li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The exact benefits your business experiences depend on the scope of your knowledge management initiatives and how you implement them.</p><h2 id="Knowledge management use cases" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Knowledge management use cases</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Knowledge management has diverse applications across various industries and situations. Here’s a glimpse into some use cases:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><strong>Customer support:</strong> Empower customers with a <a href="/sg/service/help-center/customer-self-service/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">self-service portal</a> containing <a href="/sg/blog/the-best-faq-page-examples-and-how-to-make-your-own/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">FAQ pages</a>, troubleshooting guides, and product manuals, reducing support ticket volume.</li><li><strong>Skill development:</strong> Offer bite-sized learning modules and training resources accessible to all employees, promoting continuous learning and development.</li><li><strong>Product innovation:</strong> Facilitate knowledge exchange and co-creation among engineers, designers, and other stakeholders, fostering innovation and faster product cycles.</li><li><strong>Problem-solving:</strong> Share proven solutions and successful approaches to similar challenges across departments, enabling knowledge reuse and informed decision-making.</li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Find the best use cases for your knowledge management system by identifying areas where knowledge sharing and collaboration will impact your performance the most.</p><h2 id="Knowledge management tools" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Knowledge management tools</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Your knowledge management platform and tools should provide customers and employees with the information they need in a scalable, efficient way. Here are a few knowledge management examples that allow you to quickly and accurately gather, organize, and store information.</p><img alt="Five icons represent the primary knowledge management benefits: saves time, improves training, streamlines onboarding, reduces costs, and provides 24/7 support." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/typesofknowledgemanagementtools.png" width="100%"/><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Knowledge base</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/service/help-center/knowledge-base-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Knowledge base software</a> can be used for internal and external purposes and can reach large numbers of users at once. It operates similarly to a wiki or search engine, optimized for employees or customers to find the answers they need. As your business evolves, team members can draft new articles on the fly, flag outdated content, and share article recommendations with customers via support tickets.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">For example, Zendesk offers knowledge base software that allows your business to share knowledge in many ways. <strong>These include:</strong></p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><strong>An <a href="/sg/service/help-center/internal-knowledge-base/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">internal knowledge base</a> for employee access</strong></li><li><strong>An IT knowledge base for IT teams</strong></li><li><strong>A support knowledge base for support agents</strong></li><li><strong>An <a href="/sg/service/help-center/faq-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">FAQ software tool</a> for customers</strong></li></ul><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Community forum</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/service/community-forum/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Community forums<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> are online spaces where customers and businesses can interact, share information, ask questions, and offer insights and support.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">As frequent users of your product, customers can offer insights, address questions, and troubleshoot issues just as well as your support agents. Online communities allow customers to ask and answer questions, taking some of the burden off your support team. Businesses can assign moderators to ensure conversations are appropriate and accurate.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Chatbots</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/it/blog/what-is-a-chatbot/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Chatbots</a> play a pivotal role in swiftly addressing frequently asked questions and sharing relevant information with customers and employees. Bots can also recommend knowledge base articles and help customers complete tasks. Leveraging a knowledge base expedites chatbot development by providing readily available content that can be directly incorporated into conversation flows.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Intranet</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Intranets help employees capture customer data, gain insights, and <a href="/sg/blog/improve-customer-experience/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">improve the customer experience</a>. An intranet is only accessible to employees and helps manage and organize digital content. Businesses can also use it as an internal social platform, allowing employees to collaborate and share their expertise across departments. </p><h2 id="Why does knowledge management fail?" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Why does knowledge management fail?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">While KM has the potential to be incredibly beneficial, many initiatives stumble and fall short of expectations. Here are the most common reasons why KM fails.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><strong>Resistance to change:</strong> People may hesitate to adopt new systems or processes, especially if they don’t understand the benefits.</li><li><strong>Lack of leadership support:</strong> Without buy-in from the top, KM initiatives won’t have the resources or authority needed to succeed.</li><li><strong>Inadequate technology:</strong> Unintuitive knowledge bases or clunky search functions frustrate users.</li><li><strong>Unclear ownership:</strong> If someone isn’t responsible for maintaining and updating the knowledge base, the content quickly becomes stagnant.</li><li><strong>No feedback loop:</strong> Continuous improvement requires user feedback and adjustments to the system.</li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">By understanding these potential pitfalls and abiding by <a href="/sg/blog/knowledge-management-best-practices/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">knowledge management best practices</a>, you can increase your organization’s chances of successfully implementing a system that benefits everyone.</p><h2 id="Frequently asked questions" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Frequently asked questions</h2><div itemType="https://schema.org/FAQPage" class="StyledAccordion-sc-niv9ic-0 dgZvap Accordionstyle__AccordionRoot-sc-ga9m60-0 ezJqxF" data-garden-id="accordions.accordion" data-garden-version="8.76.2"><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rpeka76:--trigger:0" role="button" tabindex="0" aria-controls=":Rpeka76:--panel:0" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">What are the 3 main areas of knowledge management?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rpeka76:--panel:0" aria-hidden="true" aria-labelledby=":Rpeka76:--trigger:0" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The three main areas of knowledge management are:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><strong>Accumulation:</strong> A company gathers knowledge it recognizes as important.</li><li><strong>Storage:</strong> The knowledge is organized, so it’s easy to locate.</li><li><strong>Sharing:</strong> Staff disseminates the knowledge to their teammates and customers.</li></ul></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rpeka76:--trigger:1" role="button" tabindex="0" aria-controls=":Rpeka76:--panel:1" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">What does a knowledge manager do?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rpeka76:--panel:1" aria-hidden="true" aria-labelledby=":Rpeka76:--trigger:1" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Knowledge managers are the architects of information flow, ensuring everyone in the organization has the right knowledge at the right time. They curate and organize valuable information, build systems for easy access, and bridge the gap between individuals and the knowledge they need. </p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rpeka76:--trigger:2" role="button" tabindex="0" aria-controls=":Rpeka76:--panel:2" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">What is the knowledge management life cycle?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rpeka76:--panel:2" aria-hidden="true" aria-labelledby=":Rpeka76:--trigger:2" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The knowledge management life cycle includes:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Create or update content.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Structure and organize the content.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Share or distribute the content.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Conduct an audit for out-of-date content or knowledge gaps.</p></li></ul></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rpeka76:--trigger:3" role="button" tabindex="0" aria-controls=":Rpeka76:--panel:3" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">What are some challenges to knowledge management?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rpeka76:--panel:3" aria-hidden="true" aria-labelledby=":Rpeka76:--trigger:3" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A few challenges of knowledge management include:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Outdated technology that doesn’t allow you to easily create, update, or manage knowledge</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Employees who aren’t trained to use it effectively</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Leadership hasn’t bought into the initiative and won’t invest time or resources</p></li></ul></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rpeka76:--trigger:4" role="button" tabindex="0" aria-controls=":Rpeka76:--panel:4" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">How can knowledge management be implemented?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rpeka76:--panel:4" aria-hidden="true" aria-labelledby=":Rpeka76:--trigger:4" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">It varies by business but you can implement a knowledge management system in nine steps.</p><ol class="Liststyle__OrderedListRoot-sc-1ptcc0u-0 cGHfGt list-num-circle"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Plan the contents of your knowledge base with categories, systems, and articles.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customize the theme and appearance to match your brand.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Test it out to make sure it runs and is consistent.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Create a page title or display name.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Set your default language.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Add content.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Personalize your system.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Add administrators or designated employees.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Activate the knowledge base.</p></li></ol></div></section></div></div><h2 id="Improve your knowledge management with Zendesk" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Improve your knowledge management with Zendesk</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/blog/scaling-support-team-common-questions-answered/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Scaling customer support teams</a> don’t have time to reinvent the wheel. Instead, lean on AI-powered knowledge management resources to help you keep up with your growth. By leveraging Zendesk features like Content Cues and generative AI, you can efficiently handle increasing needs as you expand. </p></div></div></div></div></div></div></section></article><section class="Basestyle__BaseRoot-sc-3zktjg-1 hPNIKC"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div role="complementary" aria-label="body-promo" data-cookie-name="false" data-location="body" class="Promostyle__PromoRoot-sc-1lscwvc-0 LwfBm"><div class="Promostyle__MediaWrapper-sc-1lscwvc-1 kpdRmr"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/imageofpersonlookingatboard.png"/></noscript></span></span></div></div><div class="Promostyle__TextWrapper-sc-1lscwvc-2 gMFoUj"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Watch a quick knowledge management solution demo</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">See how a smart knowledge base can help you improve self‑service and empower agents.</p></div><div class="Promostyle__LinkWrapper-sc-1lscwvc-3 biyiQd"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><a href="/sg/demo/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ccaaIc" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Watch demo </a></div></div></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 hPNIKC"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div 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style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/croppedheroimageofamanfloatingonapoolfloatinapool.png"/></noscript></span></span></div><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 hpSOeB sc-ca1478c-0 ddSPwE"><a href="/sg/blog/tags/article/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 hPvZoB" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 18 16" fill="currentColor"><path d="M16.163.192c-3.424-.655-6.384.539-7.497 1.093C7.554.732 4.592-.449 1.169.192.49.308-.001.921-.001 1.62v11.802c0 .422.188.831.505 1.107s.737.393 1.141.32c3.005-.481 5.648.655 6.384 1.005.202.102.419.146.621.146s.434-.043.621-.146c.736-.364 3.395-1.501 6.384-1.005.404.073.823-.059 1.141-.32.346-.277.535-.685.535-1.122V1.605c0-.685-.491-1.296-1.17-1.413zM3.655 3.47c1.069.043 2.152.233 3.236.568a.917.917 0 0 1 .607 1.136.934.934 0 0 1-.881.627.814.814 0 0 1-.26-.043 10.443 10.443 0 0 0-2.788-.481.916.916 0 0 1-.866-.947c.029-.495.462-.904.954-.86zm0 2.913c1.069.043 2.152.233 3.236.568a.917.917 0 0 1 .607 1.136.934.934 0 0 1-.881.627.814.814 0 0 1-.26-.043 10.523 10.523 0 0 0-2.788-.481.916.916 0 0 1-.866-.947.927.927 0 0 1 .954-.859zm3.827 4.605a.91.91 0 0 1-.867.655.814.814 0 0 1-.26-.043 10.523 10.523 0 0 0-2.788-.481c-.491-.014-.881-.437-.866-.947s.448-.918.939-.874c1.069.043 2.152.233 3.236.568.491.131.751.641.607 1.122zm6.399.116c-.91.043-1.849.204-2.788.495a.893.893 0 0 1-1.127-.598.925.925 0 0 1 .607-1.151 12.711 12.711 0 0 1 3.236-.568c.549-.059.925.364.939.874s-.376.932-.867.947zm0-2.913c-.925.043-1.849.204-2.788.495-.086.029-.174.029-.26.029a.897.897 0 0 1-.867-.641.915.915 0 0 1 .607-1.136 12.711 12.711 0 0 1 3.236-.568c.549-.029.925.364.939.874s-.376.933-.867.947zm0-2.914c-.925.043-1.849.204-2.788.495-.086.029-.174.029-.26.029a.897.897 0 0 1-.867-.641.915.915 0 0 1 .607-1.136 12.711 12.711 0 0 1 3.236-.568c.549-.043.925.365.939.874s-.376.933-.867.947z"></path></svg>Article</span></a><br/>  4 min read</h2><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI"><a href="/sg/blog/quality-assurance-in-hospitality/" data-interaction-type="link-inline-primary" style="text-decoration:none" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa 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Definition + strategies for success","tags":[],"resourceType":"article","category":{"link":"/blog/tags/best-practices/","title":"Best practices","id":10268},"subcategory":{"link":"/blog/tags/employee-experience/","title":"Employee service","id":7131},"key":"postBlock-652990","publishedAt":"2024-10-25 07:41:08"},{"image":{"src":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/heroimageofthreeillustrationsofhowemployeescommunicatewithoneanother.png","alt":""},"link":"/blog/employee-communication/","supertitle":{"icon":"post-type-article","link":"/blog/tags/article/","linkText":"Article","text":"2 min read"},"text":"Effective employee communication is vital to increase productivity, improve employee service, and ensure security—especially in a hybrid world. Read our blog to learn how to enhance it.","title":"Employee communication guide: 5 tips to improve it","tags":[],"resourceType":"article","category":{"link":"/blog/tags/best-practices/","title":"Best practices","id":10268},"subcategory":{"link":"/blog/tags/employee-experience/","title":"Employee service","id":7131},"key":"postBlock-652747","publishedAt":"2024-10-10 06:42:33"},{"image":{"src":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/croppedheroimageofamanfloatingonapoolfloatinapool.png","alt":""},"link":"/blog/quality-assurance-in-hospitality/","supertitle":{"icon":"post-type-article","link":"/blog/tags/article/","linkText":"Article","text":"4 min read"},"text":"For the travel \u0026 hospitality industry—think airlines, travel agencies, accommodation services—support quality assurance is more crucial now than ever.","title":"A guide to support quality assurance in hospitality \u0026 travel","tags":[{"href":"/blog/tags/customer-expectations/","children":"Customer expectations","key":"tag-7345"}],"resourceType":"article","category":{"link":"/blog/tags/best-practices/","title":"Best practices","id":10268},"subcategory":{"link":"/blog/tags/employee-experience/","title":"Employee service","id":7131},"key":"postBlock-652401","publishedAt":"2024-09-27 08:00:37"}]},"attributes":{"_yoast_wpseo_linkdex":"72","blog-post-hierarchy":"Select One","_yoast_wpseo_focuskw":"what is knowledge management","_yoast_wpseo_sitemap-html-include":"-","_trash_the_other_posts":"0","_edit_lock":"1712346825:5395","_edit_last":"5395","blog-post-gated-enable":"1","blog-post-gated-img":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/imageofpersonlookingatboard.png","blog-post-gated-headline":"Watch a quick knowledge management solution demo","blog-post-gated-subheadline":"See how a smart knowledge base can help you improve self‑service and empower agents.","_encloseme":"1","nav-title":"What is knowledge management?","article-custom-excerpt":"Knowledge management is critical for collecting and distributing information efficiently. Create your knowledge management process using these strategies.","blog-post-load-wistia":"Select One","_yoast_wpseo_content_score":"30","_yoast_wpseo_primary_category":"","_yoast_wpseo_primary_filter_tag_blog":"7291","_oembed_948d56b8c04acad8ac2868a984ad02e1":"\u003ciframe title=\"Knowledge management overview - in less than 5 minutes\" width=\"500\" height=\"281\" src=\"https://www.youtube.com/embed/SZMfrbLuG0Y?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" allowfullscreen\u003e\u003c/iframe\u003e","_oembed_time_948d56b8c04acad8ac2868a984ad02e1":"1692302365","blog-post-promoted-category":"1","_wp_old_slug":"knowledge-management-system","canonical":"https://www.zendesk.com/blog/knowledge-management/","seoTitle":"What is knowledge management: A guide for 2024","seoDescription":"Knowledge management is a process that helps teams gather, organize, and share information. Learn why it's important and how to get started.","seoImage":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/imageofcouplereadingheader.png","twitterImage":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/imageofcouplereadingheader.png","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","hub":null,"spokes":[],"breadcrumbs":[{"link":"/blog/tags/best-practices/","title":"Best practices","id":10268},{"link":"/blog/tags/employee-experience/","title":"Employee service","id":7131},{"title":"What is knowledge management?","link":""}],"path":"/blog/knowledge-management/","title":"What is knowledge management? A guide for 2024","publishedAt":"2020-05-26 16:09:13","updatedAt":"2024-04-02 08:58:39","updatedAtFormatted":"April 2, 2024","content":"\u003cdiv class=\"accent-box accent-tofu\"\u003e\n\u003ch2\u003eWhat is knowledge management?\u003c/h2\u003e\n\u003cp\u003eKnowledge management (KM) is how businesses gather, organize, update, and share information with customers, employees, and business partners. It’s also the technology that makes it possible to store, access, and update information.\n\u003c/p\u003e\u003c/div\u003e\n\u003cp\u003ePoor knowledge management slows down workflows and can harm \u003ca href=\"/blog/customer-relations/\"\u003ecustomer relationships\u003c/a\u003e. Team members spend precious time muddling through problems while searching for answers, causing customer satisfaction, agent productivity, and company profit to plummet. \u003c/p\u003e\n\u003cp\u003eThat’s why companies must adopt a \u003ca href=\"/service/help-center/knowledge-management-system/\"\u003eknowledge management system\u003c/a\u003e for collecting and sharing institutional information. But before you can harness the power of knowledge management, you must understand the strategies and processes that can lead to success.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eMore in this guide:\u003c/strong\u003e\u003c/p\u003e\n\u003cul class=\"bordered\"\u003e\n\u003cli\u003e\u003ca href=\"#Types of knowledge management\"\u003eTypes of knowledge management\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#Knowledge management process overview\"\u003eKnowledge management process overview\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#How to create a knowledge management process\"\u003eHow to create a knowledge management process\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#Knowledge management strategies\"\u003eKnowledge management strategies\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#Benefits of knowledge management\"\u003eBenefits of knowledge management\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#Knowledge management use cases\"\u003eKnowledge management use cases\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#Knowledge management tools\"\u003eKnowledge management tools\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#Why does knowledge management fail?\"\u003eWhy does knowledge management fail?\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#Frequently asked questions\"\u003eFrequently asked questions\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#Improve your knowledge management with Zendesk\"\u003eImprove your knowledge management with Zendesk\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"Types of knowledge management\"\u003eTypes of knowledge management\u003c/h2\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Five icons represent the five types of knowledge management: explicit, implicit, tacit, declarative, and procedural.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/typesofknowledgemanagement.png\" width=100% height=100% /\u003e\u003c/p\u003e\n\u003cp\u003eThe five types of knowledge management are explicit, implicit, tacit, declarative, and procedural. Each type plays a role in helping your business operate efficiently.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eExplicit knowledge\u003c/strong\u003e is structured information that’s easy to document, share, and learn from—like a report containing \u003ca href=\"/blog/call-center-metrics-really-focus/\"\u003ecall center performance metrics\u003c/a\u003e.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eImplicit knowledge\u003c/strong\u003e is the application of learned (explicit) knowledge, such as watching a webinar about video conferencing software and then trying it out with clients.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eTacit knowledge\u003c/strong\u003e is information gained through experience or intuition, like knowing a customer enjoys chatting about baseball before placing their order.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eDeclarative knowledge\u003c/strong\u003e is factual information or static principles, such as the date your company was founded.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eProcedural knowledge\u003c/strong\u003e is information that describes how to do something, like how-to articles about setting up your email on a new device.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eTypically, you’ll want to capture and share these types of knowledge management with your employees and customers. \u003c/p\u003e\n\u003ch2 id=\"Knowledge management process overview\"\u003eKnowledge management process overview\u003c/h2\u003e\n\u003cp\u003eCreating a company-wide culture around knowledge management starts with building a formal process. Here are the five key steps:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eKnowledge creation\u003c/li\u003e\n\u003cli\u003eOrganization\u003c/li\u003e\n\u003cli\u003eSharing\u003c/li\u003e\n\u003cli\u003eActing\u003c/li\u003e\n\u003cli\u003eUpdating\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eAn effective knowledge-sharing process provides all employees equal access to valuable knowledge that can help them perform more efficiently on the job. It also allows everyone to contribute to and continuously improve on the information available across the business.\u003c/p\u003e\n\u003ch2 id=\"How to create a knowledge management process\"\u003eHow to create a knowledge management process\u003c/h2\u003e\n\u003cp\u003eUnless you’re starting a business from scratch, lots of information already exists within your organization. To consolidate it all, you’ll need the right team and a clear definition of what you expect to accomplish with your knowledge management system.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"A man in a green jacket walks beside a list of three common knowledge management mistakes. \" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/commonknowledgemanagementmistakes.png\" width=100% height=100% /\u003e\u003c/p\u003e\n\u003cp\u003eBusinesses can make a few common mistakes when beginning their knowledge management journey, including:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eNot investing in resources that support the continuous build of knowledge management content\u003c/li\u003e\n\u003cli\u003eNot using data to inform common customer questions or pain points\u003c/li\u003e\n\u003cli\u003eNot investing in AI tools that can automate suggested help center articles\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eWith these common mistakes in mind, here are a few ideas and tips to help you build a knowledge management framework.\u003c/p\u003e\n\u003ch3\u003eDo your research\u003c/h3\u003e\n\u003cp\u003eKnowledge management isn’t a new concept and many businesses already have an effective framework. A great place to start is to identify and connect with other businesses across different industries that have implemented successful knowledge initiatives. Discuss their knowledge management experience and how they got started so you can plan your course of action.\u003c/p\u003e\n\u003cp\u003eCapturing the attention of another business\u0026#8217;s KM team may seem like a tall order, but \u003ca href=\"/why-zendesk/customers/\"\u003eZendesk customer stories\u003c/a\u003e offer valuable insights into the keys to success. Take, for example, \u003ca href=\"/customer/carousell/\"\u003eCarousell\u003c/a\u003e, an online marketplace whose journey illustrates the power of effective KM processes. Carousell implemented scalable self-service resources to deflect low-level requests, which empowered agents to focus on addressing high-priority customer inquiries. This strategic move significantly reduced agent response times, resulting in improved customer satisfaction and operational efficiency.\u003c/p\u003e\n\u003ch3\u003eBuild a skilled team\u003c/h3\u003e\n\u003cp\u003eSet up a team that’s responsible for updating the \u003ca href=\"/blog/knowledge-base/\"\u003eknowledge base\u003c/a\u003e or delegating to contributors and subject matter experts as needed. Necessary roles include:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eProject managers\u003c/strong\u003e to oversee operations and ensure your knowledge management efforts stay on task \u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eContent managers\u003c/strong\u003e to create, manage, and distribute engaging and informative content\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eTechnical writers\u003c/strong\u003e to create clear, concise, and engaging copy for complex topics\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eThis team should also ensure that customer-facing content shared via your \u003ca href=\"https://www.zendesk.com/service/help-center/\"\u003ehelp centers\u003c/a\u003e, chatbots, and other knowledge management systems aligns with the company’s brand voice and tone.\u003c/p\u003e\n\u003ch3\u003eLean on AI\u003c/h3\u003e\n\u003cp\u003eAI can help lighten your team’s load while managing your evolving self-service resources as you scale. AI can analyze existing knowledge base content (like bullet points) and automatically generate complete articles with explanations and examples. Additionally, it can adjust the tone of your writing, transforming a formal document into a friendly user guide or vice versa, ensuring your knowledge base caters to diverse audiences.\u003c/p\u003e\n\u003cp\u003eFor example, \u003ca href=\"/customer/veeva/\"\u003eVeeva\u003c/a\u003e uses the AI-powered \u003ca href=\"https://www.zendesk.com/service/help-center/knowledge-capture-app/\"\u003eKnowledge in the Agent Workspace\u003c/a\u003e from Zendesk to integrate its ticketing and knowledge management processes. The app’s AI can recommend articles within tickets, flag out-of-date articles, and analyze which articles help solve the most tickets.\u003c/p\u003e\n\u003ch3\u003eEstablish a sharing process\u003c/h3\u003e\n\u003cp\u003eKnowledge management works best when everyone at the company contributes. To explain why your business needs knowledge management, create a mission statement describing your purpose and objectives.\u003c/p\u003e\n\u003cp\u003eMake it easy for people to participate by showing employees how it will benefit their work. Identify different stakeholders within the company and tell them how their knowledge will contribute to the initiative’s success.\u003c/p\u003e\n\u003ch3\u003eRevisit your content\u003c/h3\u003e\n\u003cp\u003eKnowledge management isn’t a set-it-and-forget-it scenario. Your team must periodically review content to make sure it’s still relevant as your product and business evolves. To increase the chances of success, empower agents with tools that allow them to automate and streamline the process.\u003c/p\u003e\n\u003cp\u003eFor example, Zendesk offers unique tools that help you keep your content current. These knowledge management features include:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003e\u003ca href=\"/blog/content-cues/\"\u003eContent Cues\u003c/a\u003e:\u003c/strong\u003e an AI-powered tool that provides insight into trending topics based on customer searches, identifies knowledge gaps, makes suggestions on new content, and flags outdated content in existing articles\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eTeam Publishing:\u003c/strong\u003e a tool that allows you to create workflows to streamline the review, approval, and publishing process\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eContent Blocks:\u003c/strong\u003e a tool you can add to any relevant articles that allows you to update brief sections of information in one place\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eThe more work you can automate for your team, the more productive they can be throughout the day.\u003c/p\u003e\n\u003ch2 id=\"Knowledge management strategies\"\u003eKnowledge management strategies\u003c/h2\u003e\n\u003cp\u003eThere are three main knowledge management strategies: collecting and recording information (codification), spreading it (dissemination), and tailoring it to specific audiences (personalization). Most businesses use a blend of these strategies.\u003c/p\u003e\n\u003cdiv class=\"accordion js-accordion\"\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003eCodification\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eCodification is the process of formally documenting knowledge. You can accomplish this through the following methods:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eInterviewing subject matter experts\u003c/li\u003e\n\u003cli\u003eDrafting white papers\u003c/li\u003e\n\u003cli\u003eCreating guides\u003c/li\u003e\n\u003cli\u003eRecording customer preferences in your \u003ca href=\"/service/ticketing-system/customer-service-management-software/\"\u003ecustomer service software\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eFor your codification strategy, create a robust and repeatable process. The steps can include identifying knowledge sources, collecting the information, and storing it for easy access. This process takes information from subject matter experts and turns it into documents that the rest of your company can access. You can store gathered information in your knowledge base or distribute it through intranets.\u003c/p\u003e\u003c/div\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003eDissemination\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eDissemination refers to the circulation of information throughout your organization and to your customers. This includes making your company’s knowledge accessible and alerting relevant parties to its existence. \u003c/p\u003e\n\u003cp\u003eFor example, if you update a product, you’ll likely create articles or tutorials to walk customers through the changes. Once the new content is created, share it in an email or link chatbots to your knowledge base so they can point users to the resource. Disseminating your content ensures everyone can find this information when needed.\u003c/p\u003e\u003c/div\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003ePersonalization\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003e\u003ca href=\"/blog/complete-guide-personalization/\"\u003ePersonalization\u003c/a\u003e in knowledge management refers to customizing information access and delivery to suit individual needs and preferences. This goes beyond simply offering a knowledge base—it involves understanding the user and presenting information in a way that resonates with them.\u003c/p\u003e\n\u003cp\u003eFor example, a company with regional offices or sub-brands might leverage personalization by tailoring knowledge bases to each specific audience. A regional knowledge base could include local regulatory information, contact details for nearby support teams, and troubleshooting guides in the dominant language.\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cp\u003e\u003cdiv class=\"shortcode-gated-cta-in-post\"\u003e{\"heading\":\"Watch a quick knowledge management solution demo\",\"body\":\"See how a smart knowledge base can help you improve self‑service and empower agents.\",\"link\":{\"href\":\"/demo/\",\"size\":\"small\",\"children\":\"Watch demo \"},\"image\":{\"src\":\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/imageofpersonlookingatboard.png\"}}\u003c/div\u003e\u003c/p\u003e\n\u003ch2 id=\"Benefits of knowledge management\"\u003eBenefits of knowledge management\u003c/h2\u003e\n\u003cp\u003eInternally, companies use knowledge management practices to share expertise and important information across departments. Externally, it provides \u003ca href=\"/blog/customer-self-service-guide-helping-customers-help/\"\u003eself-service options\u003c/a\u003e for customers to accomplish basic tasks independently, such as changing a password or printing a return label.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Five icons represent the primary knowledge management benefits: saves time, improves training, streamlines onboarding, reduces costs, and provides 24/7 support.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgemanagementbenefits.png\" width=100% height=100% /\u003e\u003c/p\u003e\n\u003cp\u003eWhen done well, self-service can improve the employee and \u003ca href=\"/blog/why-companies-should-invest-in-the-customer-experience/\"\u003ecustomer experience\u003c/a\u003e. Here are some benefits of knowledge management.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eSaves agents time:\u003c/strong\u003e Self-service allows customers to perform simple tasks, which deflects potential tickets. It also helps agents find the information they need quickly, resulting in faster issue resolutions.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eImproves employee training and onboarding:\u003c/strong\u003e All team members can access the knowledge base to find the internal information they need without relying on a specific team member or department.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eStreamlines customer onboarding:\u003c/strong\u003e Knowledge management tools empower customers to unlock a product or service’s full potential, thereby enhancing the value they derive from it, particularly during the \u003ca href=\"/blog/customer-onboarding/\"\u003ecustomer onboarding\u003c/a\u003e phase.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eScales support while reducing costs:\u003c/strong\u003e You can offer the same great customer experience with the same number of employees by deflecting support tickets with self-service resources, reducing the number of requests in the queue.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eProvides 24/7 customer support:\u003c/strong\u003e Customers can access self-service support 24/7 through chatbots, FAQ pages, and help centers, so they can get answers without waiting on an agent.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eThe exact benefits your business experiences depend on the scope of your knowledge management initiatives and how you implement them.\u003c/p\u003e\n\u003ch2 id=\"Knowledge management use cases\"\u003eKnowledge management use cases\u003c/h2\u003e\n\u003cp\u003eKnowledge management has diverse applications across various industries and situations. Here\u0026#8217;s a glimpse into some use cases:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eCustomer support:\u003c/strong\u003e Empower customers with a \u003ca href=\"/service/help-center/customer-self-service/\"\u003eself-service portal\u003c/a\u003e containing \u003ca href=\"/blog/the-best-faq-page-examples-and-how-to-make-your-own/\"\u003eFAQ pages\u003c/a\u003e, troubleshooting guides, and product manuals, reducing support ticket volume.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eSkill development:\u003c/strong\u003e Offer bite-sized learning modules and training resources accessible to all employees, promoting continuous learning and development.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eProduct innovation:\u003c/strong\u003e Facilitate knowledge exchange and co-creation among engineers, designers, and other stakeholders, fostering innovation and faster product cycles.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eProblem-solving:\u003c/strong\u003e Share proven solutions and successful approaches to similar challenges across departments, enabling knowledge reuse and informed decision-making.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eFind the best use cases for your knowledge management system by identifying areas where knowledge sharing and collaboration will impact your performance the most.\u003c/p\u003e\n\u003ch2 id=\"Knowledge management tools\"\u003eKnowledge management tools\u003c/h2\u003e\n\u003cp\u003eYour knowledge management platform and tools should provide customers and employees with the information they need in a scalable, efficient way. Here are a few knowledge management examples that allow you to quickly and accurately gather, organize, and store information.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Five icons represent the primary knowledge management benefits: saves time, improves training, streamlines onboarding, reduces costs, and provides 24/7 support.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/typesofknowledgemanagementtools.png\" width=100% height=100% /\u003e\u003c/p\u003e\n\u003ch3\u003eKnowledge base\u003c/h3\u003e\n\u003cp\u003e\u003ca href=\"/service/help-center/knowledge-base-software/\"\u003eKnowledge base software\u003c/a\u003e can be used for internal and external purposes and can reach large numbers of users at once. It operates similarly to a wiki or search engine, optimized for employees or customers to find the answers they need. As your business evolves, team members can draft new articles on the fly, flag outdated content, and share article recommendations with customers via support tickets.\u003c/p\u003e\n\u003cp\u003eFor example, Zendesk offers knowledge base software that allows your business to share knowledge in many ways. \u003cstrong\u003eThese include:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eAn \u003ca href=\"/service/help-center/internal-knowledge-base/\"\u003einternal knowledge base\u003c/a\u003e for employee access\u003c/strong\u003e\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eAn IT knowledge base for IT teams\u003c/strong\u003e\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eA support knowledge base for support agents\u003c/strong\u003e\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eAn \u003ca href=\"/service/help-center/faq-software/\"\u003eFAQ software tool\u003c/a\u003e for customers\u003c/strong\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3\u003eCommunity forum\u003c/h3\u003e\n\u003cp\u003e\u003ca href=\"https://www.zendesk.com/service/community-forum/\"\u003eCommunity forums\u003c/a\u003e are online spaces where customers and businesses can interact, share information, ask questions, and offer insights and support.\u003c/p\u003e\n\u003cp\u003eAs frequent users of your product, customers can offer insights, address questions, and troubleshoot issues just as well as your support agents. Online communities allow customers to ask and answer questions, taking some of the burden off your support team. Businesses can assign moderators to ensure conversations are appropriate and accurate.\u003c/p\u003e\n\u003ch3\u003eChatbots\u003c/h3\u003e\n\u003cp\u003e\u003ca href=\"/it/blog/what-is-a-chatbot/\"\u003eChatbots\u003c/a\u003e play a pivotal role in swiftly addressing frequently asked questions and sharing relevant information with customers and employees. Bots can also recommend knowledge base articles and help customers complete tasks. Leveraging a knowledge base expedites chatbot development by providing readily available content that can be directly incorporated into conversation flows.\u003c/p\u003e\n\u003ch3\u003eIntranet\u003c/h3\u003e\n\u003cp\u003eIntranets help employees capture customer data, gain insights, and \u003ca href=\"/blog/improve-customer-experience/\"\u003eimprove the customer experience\u003c/a\u003e. An intranet is only accessible to employees and helps manage and organize digital content. Businesses can also use it as an internal social platform, allowing employees to collaborate and share their expertise across departments. \u003c/p\u003e\n\u003ch2 id=\"Why does knowledge management fail?\"\u003eWhy does knowledge management fail?\u003c/h2\u003e\n\u003cp\u003eWhile KM has the potential to be incredibly beneficial, many initiatives stumble and fall short of expectations. Here are the most common reasons why KM fails.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eResistance to change:\u003c/strong\u003e People may hesitate to adopt new systems or processes, especially if they don\u0026#8217;t understand the benefits.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eLack of leadership support:\u003c/strong\u003e Without buy-in from the top, KM initiatives won\u0026#8217;t have the resources or authority needed to succeed.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eInadequate technology:\u003c/strong\u003e Unintuitive knowledge bases or clunky search functions frustrate users.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eUnclear ownership:\u003c/strong\u003e If someone isn’t responsible for maintaining and updating the knowledge base, the content quickly becomes stagnant.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eNo feedback loop:\u003c/strong\u003e Continuous improvement requires user feedback and adjustments to the system.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eBy understanding these potential pitfalls and abiding by \u003ca href=\"/blog/knowledge-management-best-practices/\"\u003eknowledge management best practices\u003c/a\u003e, you can increase your organization’s chances of successfully implementing a system that benefits everyone.\u003c/p\u003e\n\u003ch2 id=\"Frequently asked questions\"\u003eFrequently asked questions\u003c/h2\u003e\n\u003cdiv class=\"accordion theme-default js-accordion faq-accordion\"\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003eWhat are the 3 main areas of knowledge management?\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eThe three main areas of knowledge management are:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eAccumulation:\u003c/strong\u003e A company gathers knowledge it recognizes as important.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eStorage:\u003c/strong\u003e The knowledge is organized, so it’s easy to locate.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eSharing:\u003c/strong\u003e Staff disseminates the knowledge to their teammates and customers.\u003c/li\u003e\n\u003c/ul\u003e\u003c/div\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003eWhat does a knowledge manager do?\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eKnowledge managers are the architects of information flow, ensuring everyone in the organization has the right knowledge at the right time. They curate and organize valuable information, build systems for easy access, and bridge the gap between individuals and the knowledge they need. \u003c/p\u003e\u003c/div\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003eWhat is the knowledge management life cycle?\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eThe knowledge management life cycle includes:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eCreate or update content.\u003c/li\u003e\n\u003cli\u003eStructure and organize the content.\u003c/li\u003e\n\u003cli\u003eShare or distribute the content.\u003c/li\u003e\n\u003cli\u003eConduct an audit for out-of-date content or knowledge gaps.\u003c/li\u003e\n\u003c/ul\u003e\u003c/div\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003eWhat are some challenges to knowledge management?\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eA few challenges of knowledge management include:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eOutdated technology that doesn’t allow you to easily create, update, or manage knowledge\u003c/li\u003e\n\u003cli\u003eEmployees who aren’t trained to use it effectively\u003c/li\u003e\n\u003cli\u003eLeadership hasn’t bought into the initiative and won’t invest time or resources\u003c/li\u003e\n\u003c/ul\u003e\u003c/div\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003eHow can knowledge management be implemented?\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eIt varies by business but you can implement a knowledge management system in nine steps.\u003c/p\u003e\n\u003col class=\"list-num-circle\"\u003e\n\u003cli\u003ePlan the contents of your knowledge base with categories, systems, and articles.\u003c/li\u003e\n\u003cli\u003eCustomize the theme and appearance to match your brand.\u003c/li\u003e\n\u003cli\u003eTest it out to make sure it runs and is consistent.\u003c/li\u003e\n\u003cli\u003eCreate a page title or display name.\u003c/li\u003e\n\u003cli\u003eSet your default language.\u003c/li\u003e\n\u003cli\u003eAdd content.\u003c/li\u003e\n\u003cli\u003ePersonalize your system.\u003c/li\u003e\n\u003cli\u003eAdd administrators or designated employees.\u003c/li\u003e\n\u003cli\u003eActivate the knowledge base.\u003c/li\u003e\n\u003c/ol\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003ch2 id=\"Improve your knowledge management with Zendesk\"\u003eImprove your knowledge management with Zendesk\u003c/h2\u003e\n\u003cp\u003e\u003ca href=\"/blog/scaling-support-team-common-questions-answered/\"\u003eScaling customer support teams\u003c/a\u003e don’t have time to reinvent the wheel. Instead, lean on AI-powered knowledge management resources to help you keep up with your growth. By leveraging Zendesk features like Content Cues and generative AI, you can efficiently handle increasing needs as you expand. \u003c/p\u003e\n","headerVariant":"blog","hasProgressBar":true,"promo":{"heading":"Watch a quick knowledge management solution demo","body":"See how a smart knowledge base can help you improve self‑service and empower agents.","link":{"href":"/demo/","size":"small","children":"Watch demo "},"image":{"src":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/imageofpersonlookingatboard.png"}},"hasStickySidebar":null,"layout":"default","gatedLinkAndModal":{"href":"/demo/","text":"Watch demo ","appendSuccessHtml":"","authoredTrackingParams":{"hiddenCampaignId":"","SFDCCampaigncode":"","lead_source_detail":"Website-Content Download","lead_source":"Website-Content Download","productInterest":"","marketingQualifiedLead":"","ownerId":"","event_key":"","event_id":""}},"hero":{"title":"What is knowledge management? A guide for 2024","author":{"name":"Harry Wray","title":"Director, Customer Experience","handle":"","photo":"","shortBio":"","longBio":""},"shareLinks":{"twitter":"https://www.zendesk.com/blog/knowledge-management/?utm_source=twitter\u0026utm_medium=organic_social\u0026utm_campaign=social_share","facebook":"https://www.zendesk.com/blog/knowledge-management/?utm_source=facebook\u0026utm_medium=organic_social\u0026utm_campaign=social_share","linkedin":"https://www.zendesk.com/blog/knowledge-management/?utm_source=linkedin\u0026utm_medium=organic_social\u0026utm_campaign=social_share"},"updatedAtFormatted":"April 2, 2024","layout":"default","gatedTheme":"Select One","supertitle":{"icon":"post-type-article","link":"/blog/tags/article/","linkText":"Article","text":"16 min read"},"intro":"Knowledge management is critical for collecting and distributing information efficiently. Create your knowledge management process using these strategies.","image":{"url":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/imageofcouplereadingheader.png","alt":"A man reading a book and a woman using her phone lie in the grass. ","shape":"square","caption":""},"hasStickySidebar":false,"twoColumn":false,"video":{"url":"","caption":""}},"APACFooterPromo":null,"APACFloatingPromo":{"image":{"src":"https://d3m889aznlr23d.cloudfront.net/img/events/id/458/458904993/assets/4828aa0c7c1c08c51c1c154dfb46628e.Illustration_Spot_Laptop_Cream_2048x2048.png","alt":""},"shape":"","link":"https://www.zendesk.com/au/lp/zendesk-in-action-hub","linkText":"Watch on-demand","text":"Join us to learn the best practices and proven strategies needed to create a better service experience for both your customers and your team, and better understand how emerging tech like AI can be implemented today to level up your service delivery.","title":"Zendesk in Action - APAC","adType":"Event","dataTags":[],"key":"postBlock-2519","publishedAt":"2024-04-25 15:16:25"}},"preview":false,"id":490712,"locale":"sg"},"__lang":"sg","__namespaces":{"header":{"brand_logoname_blog":"Zendesk Blog","newsroom":"Newsroom","brand_subtitle_newsroom":"Company news and announcements","marketplace":"Marketplace","arialabel_toggle":"Toggle Mobile Menu","arialabel_search":"Search","contact_us":"Contact us","primary_btn":"Start free trial","primary_btn_blog":"Start free trial","secondary_btn_pricing":"Buy now","secondary_btn_login":"Sign in","secondary_btn_demo":"Watch demo","return_to_homepage":"Go to Zendesk homepage","newsroom_navlink_press_releases":"Press releases","newsroom_navlink_media":"Media resources","primary_btn_newsroom":"Contact","dropdown_products":"Products","dropdowns_service_title":"Zendesk for service","dropdowns_service_subtitle":"The complete service solution","dropdowns_sell_title":"Zendesk for sales","dropdowns_sell_subtitle":"The modern sales solution","dropdown_products_platform_title":"Sunshine platform","dropdown_products_platform_subtitle":"Fast, open and flexible","dropdown_products_marketplace_subtitle":"Apps, integrations and 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