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Complete knowledge base management guide for enterprises

Knowledge management is the art of arranging words and files into a systematic chain of solution-oriented information. Knowledge base management thus is the process of creating a series of content to be updated and published.

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What is knowledge?

Employees and users directly or indirectly associated with an organization become its source of information. This information can be original (discovered and brought into practice by an individual), or might a part of organizational practices. Some of it is commonly known, some are hacks, some are properly documented, while some are passed from one generation of employees to the other via training and orientation.

Definition for the bookworm in you

Each bit of data, information, solution, and content that makes up a part of an organization’s day-to-day working is called knowledge.

How is a knowledge base created?

Creating a knowledge base is a simple and multi-layered process. It can, however, be made quick, fun, and interactive with the following steps:

1. Collect all information

See what is essential to which product/service. Collect all possible details and updates regarding the same. Verify this information and make a pool of relevant facts, figures, statistics, links, articles, etc.

2. Organize a library

Remember passing by the aisle of a library in college searching those colossal shelves for your category?

Well, that’s just how your knowledge base should be. Except, the shelves too must not be hectic to find. The customer should simply be able to put in the query and AI recognition must be capable of popping up relevant and correct solutions in no time.

3. Choose the channel

It is quite essential to choose the right platform or channel for disseminating solutions, contacting customers, or taking a follow-up survey. The right choice of channel ensures proper visibility thus enhancing customer engagement, digital presence, and visibility.

4. Create a guideline

People often create a piece of content to the best of their ability but they do end up leaving out various elements like brand tone, hierarchy, CTAs, text/ graph/ link placements, etc. This disrupts the flow and appearance of your solution page and can even end up confusing the user.

While SaaS software like Knowmax can help in creating entirely customizable solution kits with interactive modules like decision trees, agent scripting, visual guides, and live assistance; the team must always be on alert to include refreshers and edit drafts accordingly.

Choose the best knowledge base platform for your enterprise.

Dependence of an organization on the knowledge base

We keep hearing people telling us that a knowledge base is something that expands by the second. The more you work, the more connections you make. Each of these becomes an active or a passive part of your knowledge base one way or the other.

The truth is, a knowledge base isn’t essential!

Yes, that’s right.

You can very easily run an organization based simply on experience, traditional practices, and scripted drills.

This also establishes on the sidelines that your expansion shall be very limited and every single task will have to follow a set chain of commands and procedures. Quick decisions could turn out either rash or too delayed to yield results.

Quick question

If an organization can survive without an extensive knowledge base, why is it making all the buzz?

And to answer it…

With the digitization and the involvement of advanced technologies, businesses must go out of their way to divulge in the use of multi-tasking automated software. This, on one hand, frees experienced employees to focus on expansion, and on the other hand, works out all roadblocks. Older employees have known the industry longer and are familiar with customer behavior. Instead of making their jobs monotonous, deploy them pinto on and off the field training of freshers and analysis of customer surveys, comments, reports, and feedbacks.

Need for knowledge base management

1. Customer service

A well-managed knowledge base helps customers in getting their issues resolved faster. This leads to increased customer satisfaction thus enhancing the frequency of purchases in long term. Lower rates of complaints are registered and customers are encouraged to get involved in direct dialogues.

2. Dedicated front

Knowledge base management is an ongoing procedure that collects every trace of information, documents, and data. Entire activity on the CRM front too gets integrated. Bring a single and dedicated front for all contact center activities makes it easier for the agents to operate without a fuss of multiple platforms, integrations, speed, and compatibility issues.

3. Financial benefit

While knowledge management helps to keep organizational machinery up and running, it ensures an easy creation of knowledge by every user thus removing the burden of the pinpointed collection of facts, and also, it stops duplicity of work from happening as content created is curated in a way that can be pushed through over multiple platforms.

4. Self-service

A good knowledge base management helps the users to type the query and find the solutions for themselves. The website or mobile application is open for any agent, employee, admin, or user to visit, interact, communicate, and resolve the matter independently thus helping with better FCR, and ticket deviation.

5. Better ROI

Every section of personnel directly or indirectly involved with the organization has some influence on its working thus becoming a stakeholder in its interests. They invest their time, money, and labor with the firm expecting to grow hand-in-hand. Your customers invest money directly and only when they generate a sale, steady revenue is assured. Knowledge base management helps in keeping up your CX & CSAT scores thus guaranteeing better ROI.

Here’s how you can automate your knowledge base software!


The knowledge management system is an integral part of an organization’s ecosystem. While the users are busy finding comfort in service quality, the employees and agents work relentlessly towards making UI, CS, and other KPIs better.

Since knowledge creation is a two-way street, its updates, maintenance, and distribution also depend on how efficiently you manage your CRM.

Originally published at on February 23, 2021.




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