Companies can apply knowledge management to the creation of service manuals that agents view from their Web browsers. But you may not necessarily want to let customers view the same information that you allow agents to look up. TSC is a systems integrator that offers knowledge management software. Like customer relationship management, knowledge management is a process, not an end in itself. Although on-line knowledge bases simplify the way that customers and agents can look up information, the process of implementing knowledge management requires that you plan how you partition your knowledge bases.
Writers submit it and put a face on it that is usable by the general public.
People then have to make sense of it, so it must remain fresh and current. If it is not massaged and readable by the general audience, it won't be of any value. Right Now Technologies' Gianforte agrees, adding that a company can run the risk of creating an on-line knowledge base whose content reflects what members of the company believe to be important rather than what customers need. For example, you can deliver knowledge through tools, but what you deliver may depend on some other department. ServiceWare offers a set of pre-packaged knowledge bases for solving problems with products from software companies that include Apple , Novell and Microsoft .