Knowledge Management

A software-based method of digitizing, organizing and providing access to organization-wide information that makes it readily available to whatever business processes require it. In tech support, knowledge management centralizes information required by support agents and customers and makes it available through a variety of means, including browsers, agent desktops, virtual agents, and mobile device apps. Knowledge management is handled via a knowledge base management system (KBMS, or just KMS) that provides tools for creating (authoring), updating and disseminating information, either via APIs or directly through user-facing tools. In the fast-changing interconnected world, a KMS makes it possible for newly updated information to be instantly available to any user requiring it.

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