What is knowledge management system

Why do we need a knowledge management system? And what is it?

In short, an effective knowledge management system is a powerful tool, giving you the ability to gather, store, update, and access valuable organizational content. It's a win for both your company and your customer, especially with Zendesk Guide.

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Guide, part of the Zendesk family of products, uses technology to help your organization capture and leverage institutional knowledge and information. And as Guide works natively with Zendesk Support, that translates to a better self-service experience and greater agent efficiency.

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As an effective knowledge management system, Guide:

  • Structures content - use the sophisticated tagging system to slice and dice articles for easy sorting
  • Provides access to deleted content in archives
  • Allows you to view previous edits to content
  • Lets you select your audience for content - choose to make information public, require registration, or restrict viewing to agents only
    • In addition, Guide helps to make your information attractive to customers with a customizable help center.

다음 단계

Find out how you can use Guide's knowledge management software to streamline processes and make more information and resources more accessible. Your customers — and your agents — will thank you.