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Glossary

What is Knowledge Management System?

Knowledge management system is abbreviated by KMS. In organization, information is gathered, analyzed, shared, and generally managed through knowledge management. These tasks are carried out by a knowledge management system, which also follows best practices to deliver the best results possible to the firm that uses it.

In order to generally make it possible for employees and customers to quickly develop, exchange, and retrieve pertinent information, a knowledge management system (KMS) is described as a system for applying and utilizing knowledge management ideas. Every business that sells goods and/or offers services in the data-driven digital world needs a knowledge management system.

Types of Knowledge Incorporated into Knowledge Management System

Well, there are three different types of knowledge that are incorporated into the knowledge management system. They are mentioned below. So, let’s examine them!

1. Specific Knowledge:

This information should be recorded and may usually be easily turned into an article. It is a description of something or a set of actions that lead to accomplishing something. 

For instance, where to change your login information on a software application or the measurements and fabric information for clothing. By performing fact-finding with subject-matter experts, you can gather specific information.

2. Implicit Knowledge:

This information must be inferred by customers from explicit knowledge. To obtain the desired outcomes, customers must comprehend the explicit information that is already available, as indicated above, or general knowledge. 

For instance, understanding how to combine software features to serve a business need or if a certain material is waterproof. After gathering implicit knowledge from your clients' use cases, describe how to include extra information to accomplish their goals.

3. Tacit Knowledge:

This is knowledge gained via experience, which frequently necessitates extensive practice and context. It might be something as basic as being aware of what to do in an emergency or the fact that a specific brand of shoes does not offer enough arch support. 

Since tacit information is typically specialized and demands unique evaluation, tacit knowledge is challenging to acquire. Start by assembling experts or senior employees of your organization to explain challenging topics that you can later use to create more extensive training materials.

What are the Leverages of Using a Knowledge Management System?

Although knowledge management systems are widely used in organizations. In this, customer service has always been a stronghold. 


Well, a knowledge management system offers numerous gains to the businesses. Some of them are the following. So, let’s examine them!

Minimize the Customer Service Cost:

By making it simpler for contact center staff to get trustworthy information, a knowledge management system reduces the average handling time for processing customer care issues. Therefore, faster resolution results in happier clients as well as more productive and content employees.

Offer Self-Service Option to the Customer:

Clients may be helped by an AI-powered Knowledge Management System to obtain answers to their questions, even after business hours and without having to wait for an agent.

Speed Up the Onboarding and Training of New Staff:

By providing pertinent knowledge on demand and reducing the time it takes for employees to become competent, knowledge management systems may reduce the need for training and protracted onboarding.

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