Knowledge Bank

Knowledge refers to useful and relevant units of information that have been accumulated through learning and experience.

The process of knowledge management is designed ultimately, to capture tacit knowledge, make it explicit, and then deliver it to agents and users in a way that it will be useful.

The ASM Core Knowledge Bank is the repository for all the knowledge that is collected in the system. KM is highly unique to each organization, however in ASM Core, there are some standard Best Practices that will allow you to get the most out of your new KB.

Organizations should implement a Knowledge Bank for several compelling reasons:

Centralized Information Repository

A Knowledge Bank acts as a central hub for storing valuable information, allowing team members to easily access policies, procedures, and solutions, thereby reducing time spent searching for information.

Improved Efficiency

Having a centralized knowledge repository enhances operational efficiency by providing quick answers to common questions and issues, facilitating faster resolution times and reducing repetitive work.

Knowledge Sharing and Collaboration

It promotes knowledge sharing among team members, encouraging collaboration and the collective use of organizational know-how to solve problems more effectively.

Consistency in Information

Ensures consistency in the information disseminated within the organization, leading to uniform practices and procedures being followed across different departments.

Continuous Learning and Improvement

Facilitates continuous learning and improvement by allowing the organization to capture and share new learnings and best practices, ensuring that the collective knowledge of the organization is always up to date.

Enhanced Customer Support

Improves customer support by enabling quick access to solutions and responses to customer queries, leading to higher customer satisfaction levels.

Implementing a Knowledge Bank, with features such as moderation, email notifications, historical snapshots, and audit trails, not only streamlines the acquisition and distribution of knowledge within the organization but also ensures that the knowledge is accurate, up-to-date, and accessible when needed.

The ASM Core Knowledge Bank supports knowledge management by enabling Analysts to:

  • Capture tacit knowledge

  • create knowledge entries, which can then be viewed by others

  • search the Knowledge Bank, within the limitations of their security roles. Knowledge entries can also be made available to Users, both on the main application and via the Self Service Portal

Knowledge entries are created and their content can be moderated for accuracy before they are published. They can be restricted to the main application, or made available to the Self Service Portal.

Access to knowledge articles and permissions to manage them and configure the knowledge bank are controlled via security roles and knowledge profiles.

Initially, the knowledge bank is configured using the following options:

Knowledge Bank Settings

to enable the Knowledge Bank for your system, configure the format for knowledge entries, define review settings for knowledge entries and define setting for knowledge entries cloned from calls

Knowledge Base Types

to rename base types base types used to define the nature of the knowledge entry in ASM Core

Knowledge Entry Types

to define your own 2nd-tier knowledge entry types in ASM Core

Knowledge Profiles

to create and update knowledge profiles, Controlling the audience of the content

Knowledge Ratings

to define and create knowledge entry ratings and scores

Knowledge Statuses

to define statuses that can be associated with knowledge entries, such as Draft or Reviewed to control the visibility of the content

Once the knowledge bank has been configured, Analysts can then manage the entries in any of the following ways, depending on their security role permissions:

  • Create a knowledge entry

  • Moderate the entry to ensure it is accurate before it is published

  • Update the details

  • Review the knowledge entry

  • Delete the knowledge entry

Users and Analysts can then:

  • Search for knowledge entries

  • View the knowledge entry

  • Give feedback on knowledge entries

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