Teams | Collaboration | Customer Service | Project Management

Knowledge Management

InvGate

Create a Knowledge Base in Teams and Boost Collaboration

Nov 15, 2024 By Natalí Valle In InvGate
When employees need answers quickly, hunting through multiple platforms for the right information can be frustrating. That’s why connecting your company’s knowledge base to Teams is such a valuable move. Microsoft Teams is already the central hub for many organizations, so integrating your knowledge base simplifies access to information, streamlines support, and strengthens your omnichannel strategy. But how does this work in practice?
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teamsupport

Building a Knowledge Base for Self-Service Support in SaaS

Nov 14, 2024 By Riley O'Donnell In TeamSupport
In today’s world, Software as a Service (SaaS) companies face the continual challenge of meeting growing customer expectations while maintaining efficient operations. One of the most effective strategies to address this challenge is to develop a robust knowledge base for self-service support. This approach not only empowers customers to resolve issues autonomously but also allows support teams to focus on more complex queries that truly need human intervention.
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InvGate

How to Create a Knowledge Base from Scratch: A Practical Guide + Video Tutorial

Nov 7, 2024 By Natalí Valle In InvGate
Are you looking to create a knowledge base? You don’t know where to start? Well, let me tell you that you’re in the right place. A knowledge base (KB) is a central tool within the scope of Knowledge Management. It can be a game-changer if you’re looking to improve self-service support, reduce repetitive support tickets and questions, and improve overall information sharing among employees.
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startingpoint

4 Tips for Knowledge Management within Shared Services

Oct 20, 2024 By StartingPoint In StartingPoint
In today’s fast-paced and constantly evolving business landscape, shared services teams play a critical role in delivering consistent and efficient services across various departments within organizations. Whether it's finance, HR, IT, or customer service, shared services are essential to streamline operations, reduce costs, and improve service delivery. One of the key challenges these teams face, however, is managing and sharing knowledge effectively.
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startingpoint

What is Knowledge Management for Professional Services and Shared Services Organizations?

Sep 12, 2024 By StartingPoint In StartingPoint
In today's fast-paced business environment, professional services companies, including consulting firms and shared services organizations, face the challenge of managing vast amounts of information and expertise. Effective knowledge management is critical for these companies to maintain a competitive edge, streamline processes, and provide exceptional service to their clients. But what exactly is knowledge management, and why is it so vital for professional services companies?
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InvGate

HR Knowledge Management

Sep 11, 2024 By Natalí Valle In InvGate
HR teams handle vast amounts of information daily—policies, employee records, training materials, compliance documents, and more. Organizing all this data can become a challenge, especially as companies grow. That’s where HR Knowledge Management (KM) steps in. With a structured way to collect, store, and share HR knowledge, a solid KM system helps streamline operations, improve decision-making, and boost employee satisfaction.
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InvGate

Implicit Knowledge: How To Recognize and Capture It

Aug 21, 2024 By Natalí Valle In InvGate
In Service Management, there's a vast amount of knowledge at play—some of it is documented and formalized, and some of it is not. Implicit knowledge may not be as straightforward to manage as explicit knowledge, which is easy to capture and share through manuals or databases. What happens with this knowledge that isn’t so easily put into words?
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How to Build a Knowledge Base

Aug 8, 2024 By InvGate In InvGate
The knowledge base is an essential part of IT support self-service options, right next to the service catalog and the self-service portal. With a solid knowledge base, you can significantly reduce the number of tickets submitted to the help desk since you allow end-users to solve problems by themselves. In addition, if you set them as private, you can create an internal knowledge base for your agents to set up standard operating procedures and help them troubleshoot issues.
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5 Simple Steps to Automate Your Knowledge Management Process

Jun 19, 2024 By InvGate In InvGate
A Knowledge Management process systematically gathers, organizes, shares, and analyzes an organization's knowledge regarding resources, documents, and people skills. It's designed to help the organization manage its knowledge base or other knowledge assets effectively, ensuring that information is current, accessible, and utilized optimally. Implementing a well-defined Knowledge Management process flow simplifies daily tasks and fortifies the foundation of your business in several key areas.
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