Understanding Knowledge Management in Self-Service
What is knowledge management in the context of self-service?
Knowledge management in self-service is a discipline that focuses on managing an enterprise's knowledge assets, including best practices, critical business processes, and the operating environment. It plays a crucial role in building a knowledge base that supports self-service.
Effective knowledge management ensures that the information provided is relevant, accurate, and easily accessible, which is essential for empowering customers to solve their issues independently. This approach not only enhances customer satisfaction but also reduces the workload on support agents.
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