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https://www.thinkhdi.com/knowledge-management/~/media/HDICorp/Files/Research-Corner/promotion/RC_Knowledge_April2013.pdf
practices (not best or suggested) in knowledge sharing and knowledge management in the technical support industry, especially as they relate to knowledge management tools, access to knowledge, content contributions, quality assurance practices, training, knowledge base usage, and the metrics used to measure the success of knowledge management.
https://www.thinkhdi.com/library/supportworld/2016/6-steps-build-knowledge-management-culture.aspx
For example, there will generally be a set of technical management teams that provide planning, transition, and operation support for the technology infrastructure. An applications management group will support the applications that are a key part of services delivered to customers, providing support during design, transition, and operations.
https://www.kmslh.com/products/tech-support/
Tech support teams quickly and effortlessly handle volumes of calls and tickets with step-by-step decision trees managed in the Lighthouse AI-based knowledge management system. By deploying Lighthouse’s intuitive, natural language-enabled search, your IT support team saves time on finding answers to inquiries or solutions to resolve tickets.
http://knowledge-centered-support.com/
What is knowledge centered support? Knowledge centered support (KCS SM) is a methodology for capturing, authoring, refining, and publishing information that is relevant to the support processes for an organization. When corporate knowledge is structured and processed in a methodical manner it can have positive effects on the service desk, the helpdesk, and the staff and clients of the business.
https://www.rtmconsulting.net/knowledge-management/
Knowledge Management (KM) can and should be an important element of every support service strategy. Our Solution and Approach. RTM Consulting can help assess your needs, architect a solution and help you implement the Knowledge Management support required to provide world class service to your customers. Knowledge Management Assessment
http://www.knowledge-management-tools.net/knowledge-management-systems.html
The issue of knowledge management systems has probably always been the most discussed and debated topic within knowledge management (KM). However, in modern KM, few people would disagree with the notion that knowledge management systems are an absolutely critical part of a KM initiative.
https://www.knowledge-management-tools.net/KM-best-practices.html
Organizational acceptance: by involving the user in the design and implementation, through managerial and technical support, and with product champions, etc. Continued use: A function of perceived attractiveness factors and content management (Gamble and Blackwell 2001). This concludes the summary of knowledge management best practices.
https://www.kmslh.com/using-knowledge-management-system-for-technical-support-1/
Sep 24, 2019 · Using Knowledge Management Systems for Technical Support By Monica Kohn September 24, 2019 From customer service to sales and marketing, knowledge sharing can boost every function within your organization, eliminating communication obstacles while streamlining information sharing in the workplace.
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