Knowledge Management

Knowledge Management scenario that is documented covers real-world events, which helps you visualize how the functionality is put into practice and makes it more relatable and approachable.

This section comprises of the following use-case:

Knowledge Management for Customer Support

Goal

The purpose of knowledge management implementation is to increase customer happiness, shorten response times, and facilitate rapid access to information, all of which will help the customer support team function more effectively and efficiently.

Scenario

ACME is a big organization that provides IT services to multiple other customers. The company has a customer support team to support its customers. 

The customer support team at ACME frequently encounters similar customer inquiries and issues, ranging from order tracking queries to product troubleshooting. Without a centralized repository of knowledge, analysts struggle to find the right information quickly, resulting in longer response times and potential escalations.

However, the team often faces challenges in accessing accurate and up-to-date information, leading to prolonged resolution times and frustrated customers.

User Persona

Analyst

Solution 

Steps:

To achieve the goal, perform the following steps:

1. Login to Apex. Click Service Management. 
2. Navigate to Knowledge.
3. Go to ‘Knowledge Base.'
4. On the Knowledge base list page, click the KA ID to view details in the knowledge record.
   Figure: Knowlege record
   
   
5.  The analyst can refer to the knowledge article for troubleshooting information.