Exploring Knowledge Management

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Exploring Knowledge Management

    Knowledge Management facilitates the creation, categorization, review, and approval of articles within an organization. Users can easily search and browse through articles while providing feedback. The system supports multiple groups by allowing knowledge bases to be assigned to specific managers, and it utilizes distinct workflows for publishing and retiring articles, coupled with access controls for reading and contributing.

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    Key Features

    • Knowledge Article Templates: Establishes a consistent structure for articles, enhancing clarity and usability.
    • Knowledge Bases: Enables the creation of multiple knowledge bases tailored for different organizational groups.
    • Knowledge Article Categories: Allows for a multi-level category structure within knowledge bases for better organization.
    • User Criteria and Scoped Knowledge Bases: Facilitates the definition of permissions for each knowledge base, enhancing security and management.
    • External Content Integration: Supports searching and integrating with external knowledge sources, expanding the information pool.
    • Generative AI and Word Integration: Users can create knowledge articles with AI assistance and import Word documents directly into the system.
    • Knowledge Subscriptions: Users can subscribe to articles relevant to their interests, ensuring they stay updated.
    • Feedback and Ratings: Users can provide feedback and rate articles, fostering continuous improvement.
    • Article Quality Index (AQI): Maintains high content quality and promotes ongoing enhancements through regular reviews.
    • Knowledge Demand Insights: Helps identify knowledge gaps and improve content relevance.
    • Analytics and Reporting: Assists knowledge managers in analyzing content usage and ensuring adherence to creation processes.

    Key Outcomes

    By implementing Knowledge Management, organizations can expect a streamlined process for article creation and management, improved content quality, enhanced user engagement through subscriptions and feedback, and better identification of knowledge gaps. This ultimately leads to a more informed and efficient workforce capable of utilizing shared knowledge effectively.

    Learn more about Knowledge Management with a sample workflow and review the benefits it can provide for different users in your organization.

    Knowledge Management overview

    Knowledge Management supports processes for creating, categorizing, reviewing, and approving articles. Users can search and browse articles as well as provide feedback.

    To support multiple groups, knowledge bases can be assigned to individual managers. Separate workflows can be used for publishing and retiring articles, and separate access controls can be used to control reading and contributing.

    Knowledge Management workflow

    This infographic shows a sample end-to-end workflow of how different users in an organization work together to create, share, use, and manage articles.

    Figure 1. Knowledge Management
    Infographic showing how users in an organization work together to create, share, use, and manage articles. For details, refer to the following description.
    In this workflow:
    1. The knowledge user needs a new or updated knowledge article and requests it.
    2. The knowledge contributor creates or updates an article and then submits it for review.
    3. The knowledge manager reviews the article and either publishes it or sends it back to the knowledge contributor for revisions.
    4. The knowledge user reads and shares the article. In parallel, a knowledge manager continuously reviews articles to determine their relevancy.
    5. The knowledge manager marks articles that are no longer needed for retirement.
    6. A knowledge manager reviews and approves or rejects the article retirement.

    Knowledge Management benefits

    Benefit Feature Users
    Create a consistent structure for knowledge articles Knowledge article templates Knowledge manager
    Create multiple knowledge bases for different groups within your organization Knowledge bases Knowledge administrator and manager
    Create a category structure for each knowledge base with any number of levels Knowledge article categories Knowledge manager
    Define permissions per knowledge base User criteria, Scoped knowledge bases Knowledge administrator and manager
    Integrate with and search external knowledge sources External content integration feature and Indexing and searching external content in AI Search Administrator
    Create knowledge articles using generative AI Now Assist in Knowledge Management Knowledge contributor
    Import Word documents into knowledge articles and/or author knowledge in Word Knowledge Management - Add-in for Microsoft Word, Word document importing Knowledge contributor
    Subscribe to relevant articles Knowledge subscriptions Knowledge user
    Provide feedback and rate articles Feedback and ratings Knowledge user
    Maintain a high quality of content and enable constant improvement Article quality index (AQI) Knowledge administrator (creates AQI), knowledge coach or domain expert (performs AQI reviews)
    Identify knowledge gaps and improve the content of your knowledge base Knowledge demand insights Knowledge manager or domain expert
    Determine the usage of knowledge content and confirm that the proper processes and procedures are being followed for content creation Knowledge Management Platform Analytics Solutions Knowledge manager