Knowledge Management Processes

[craigjm]

Does anyone work in an environment where they have a knowledge management system such as a call centre? I am aware of the basics such as there being level 3 processes around Capture Knowledge, Structure Knowledge, Re-use Knowledge, Improve Knowledge.

Does anyone have any process flows for this type of work that they would be happy to share? I just need a starter for 10 in the areas above

Thanks

[LukeyP_]

craigjm said:

Does anyone work in an environment where they have a knowledge management system such as a call centre? I am aware of the basics such as there being level 3 processes around Capture Knowledge, Structure Knowledge, Re-use Knowledge, Improve Knowledge.

Does anyone have any process flows for this type of work that they would be happy to share? I just need a starter for 10 in the areas above

Thanks

Hi buddy,

I can help, possibly - I work in customer support and we use ServiceNow system with Knowledge Base on it.

Message if you want to chat.

Cheers

[craigjm]

LukeyP_ said:

craigjm said:

Does anyone work in an environment where they have a knowledge management system such as a call centre? I am aware of the basics such as there being level 3 processes around Capture Knowledge, Structure Knowledge, Re-use Knowledge, Improve Knowledge.

Does anyone have any process flows for this type of work that they would be happy to share? I just need a starter for 10 in the areas above

Thanks

Hi buddy,

I can help, possibly - I work in customer support and we use ServiceNow system with Knowledge Base on it.

Message if you want to chat.

Cheers

That’s great thanks. Says you don’t accept emails. Mine is open if you want to drop me a line. I know service now uses the four process flows or similar that I mention. Would be great to see the Visio process flows or similar.