Exploring Knowledge Management

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.

図 : 1. Knowledge Management

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