What is a Knowledge Management System?

A knowledge management system is one that allows companies to organize their documents along with all their other critical information in accessible formats for internal, and potentially external, users. Knowledge management software is capable of getting the right person the up-to-date documentation they need at the time they need it most. 

Further, it helps in handling support for those teams that deal with customers, vendors, and other external groups. Knowledge management systems like this are available for both small and large businesses – and they come with a wide variety of capabilities.

Knowledge Management System by Definition

As per definition, a Knowledge Management system (KMS) is a digital asset management tool used to apply and use the principles of knowledge management for employees and customers in order to create, share, and discover related information at high speed. This knowledge management system is effective for support teams, call centers, collaborative teams, and more.

These KMS SaaS tools allow users and customers alike to have a grasp over self-service when they need resources or answers necessary to do what they need to do. As a matter of fact, around 70% of people intend to use these self-service tools on a company’s website. Hence, businesses investing in such applications are going to attain the great benefits from these digital asset management information tools.

Features of Knowledge Management System

There are several features typical of a great knowledge management software. Some of them include:A Configurable Knowledge Base

1. One of the important aspects of the knowledge management system is a centralized base of omnichannel knowledge. The best knowledge management software incorporates strong content management abilities concerning collaborative creation as well as one-sided publishing.

2. Scalability & Flexibility
   One of the core features of knowledge management software includes scalability. These tools are capable of storing as much information as required for your organization. It adds to the growth management of the enterprise. It is also possible for all types of information to be stored and accessed.

3. Language Support
   In the modern digital asset management information world, a knowledge management system must support several languages. With the help of this knowledge management software, organizations can be presented with the use of multiple languages through a single base of content.
    
   
4. Integrations in Knowledge Management System
   Knowledge management software must be extremely dynamic to harness data as well as context. The knowledge management systems can integrate KMS with existing systems to pull in contextual information from customer databases, product libraries, or other data storage solutions and more.

5. Knowledge Reporting and Analytics
   Knowledge management systems are equipped with exclusive reporting and analytics features. These are highly helpful for call centers or teams that handle customer support —analytics help in optimizing the base of knowledge and accordingly sustain the effect.

6. Feedback
   Knowledge management systems can collect feedback, which not only measures the level of satisfaction, but also supports in creating reports to improve performance and efficiency in future searches for information or digital assets.
7. Permissions Control
   Are your customer service agents able to create the knowledge base or make new knowledge articles? The best knowledge management system allows flexible permission controls while creating a strong flow of knowledge reviews and approvals.

How Can it be Specialized?

Knowledge and operations managers can specialize and improve these systems by supplementing the process of knowledge management through hierarchies and basic organization. It is done by analyzing company data and then setting up configurable processes, functionality, analyses, data sharing, and organizational workflows. A customized knowledge management system allows businesses to achieve maximum relevancy to their growth objectives.

How is KMS Different from a Repository?

In contrast to a repository, knowledge management software is an extended support resource that can be easily configured and optimized for efficiency in access or on-the-job learning. It is one step ahead of a repository for these reasons. While adding to the ability to store and safeguard knowledge information, the data in KMS systems helps in investigation and solutions for business concerns.

Conclusion

Overall, a Knowledge Management System provides a structured and systematic approach to capturing, organizing, and sharing knowledge, enabling organizations to leverage their intellectual capital, foster innovation, and improve productivity. It enhances collaboration, encourages learning, and supports informed decision-making by making relevant information readily available to those who need it.

You can adopt such a system in your organization to make your customer support teams well equipped. SaaS tools, like Perdix KMS, are the right choice for the effective management of your business’s knowledge resources!