Efficient support thanks to well-managed knowledge databaseA company’s knowledge can be scattered in countless places. A knowledge base allows the central gathering, organization, storage, and sharing of information. It is a kind of digital library, accessible to all departments and customers. Such a knowledge base contains, among other things, how-to articles that can be used to solve tasks and problems on one’s own. An example would be the standard procedure for a certain incident. In addition to how-to articles, knowledge bases contain frequently asked questions (FAQs), general information on industry-specific topics and terms, guidelines, support processes, and product details.
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