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http://www.knowledge-management-online.com/KM-Technologies.html
Knowledge Management requires technologies to support the new strategies, processes, methods and techniques to better create, disseminate, share and apply the best knowledge, anytime and anyplace, across the team, across teams, across the organisation and across several organisations, especially its clients, customers, partners, suppliers and other key stakeholders.
https://en.wikipedia.org/wiki/Knowledge-Centered_Support
Development began in 1992 by the Consortium for Service Innovation, a non-profit alliance of support organizations. Its premise is to capture, structure, and reuse technical support knowledge. Initially it was known as Solution-Centered Support, and was renamed to acknowledge the methodology as best practices in knowledge management.
http://km.brint.com/CBK/WorkingKnowledge7.pdf
• Knowledge transfer - spirals • Tools – Data management tools- data warehouses, data search engines, data modeling, visualization – Information management tools - automated information search and retrieval agents, decision support technologies, executive information systems, document management technologies – Knowledge management
https://blog.capterra.com/what-is-knowledge-management-a-guide-for-customer-support/
Knowledge Management for Customer Support: The Technology The notes sections of help desk software can act as a sort of Captain’s Patrol Reports for customer support. They’re places agents can record SBOs, or situation, behavior, outcome reports.
https://www.researchgate.net/publication/2535021_Technology_Support_for_Knowledge_Management
Rather than providing access to stored knowledge, competence management focuses specifically on its identification and location, and involves the management of varying systems, processes and ...
https://www.techopedia.com/definition/7962/knowledge-management-system-kms
A knowledge management system (KMS) is a system for applying and using knowledge management principles. These include data-driven objectives around business productivity, a competitive business model, business intelligence analysis and more. A knowledge management system is made up of different software modules served by a central user interface.
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