5 MUST haves in your Knowledge Management Portal - PowerPoint PPT Presentation

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5 MUST haves in your Knowledge Management Portal

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Here are all 5 must-have features in your knowledge management system for a seamless user experience – PowerPoint PPT presentation

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Title: 5 MUST haves in your Knowledge Management Portal


1
5 MUST haves in your Knowledge Management Portal
Knowledge Portals are tricky to get right. If
they do not solve customers queries, they are
not worth investing in. The basic purpose of any
Knowledge Portal should always be to
  • Enable users to find the information they REALLY
    need
  • Provide updated and fresh information

s ales_at_crmjetty.com
2
While we live in a digital world, it is important
that your knowledge portal carries the basic
features for a great user experience. Because
there will be new trends, but the essential
features would always remain the same. Delete
Outdated Content A Knowledge Portal means the
bank of the organizations documents. And when
we hear that, we all imagine - a bunch of
unorganized stuff. Even if there is an in-built
search engine in place, it will sort the data by
relevance, and not as per the quality. That
means if your customer is looking for a
particular report, and the search engine finds 4
different copies, how they will be able to
distinguish which one is the latest? Hence, it is
important that the content in your database is
updated from time to time and curated. Simply,
delete the outdated content. So, does your
knowledge portal enable you to do that? You can
also enable users to comment, tag, and rate
content, flag outdated, and erroneous
information. Based on the feedback, content
admin can hide or delete bad data. Also, the
ratings will help users to identify relevant
content easier.
s ales_at_crmjetty.com
3
Is your Find feature good enough? When thinking
about helping users, it is important to
understand that find is much more than just
search. As Seth notes, A knowledge management
portal with the correct information architecture
allows users to both search and browse. Do your
customers have access to all the information they
require? It is important that your portal
provides a 360-degree view of the information.
Otherwise, users will have to visit other
references. It should be capable enough to
provide easy access to people, expertise,
communities, collaborative content, structured
data, and rich media such as images and
video. In addition, a properly configured
knowledge portal should enable you to push
information directly to users desktops, mobile
devices via email, RSS, or any other medium. It
enables users to spend zero time in seeking
information, and have it delivered directly to
them in real-time. Now it is your turn to find
out how your knowledge portal provides
information to users. Does it provide access to
all the information your users need? Does it
enable multiple forms of information discovery
that help them find the right information at the
right time?
s ales_at_crmjetty.com
4
Mobile Access At times of crisis like COVID-19,
remote work and BYOD adoption are picking up the
pace. Hence, your users require a quick, easy,
way to access information from any device
theyre using. Also, the solution should be
integrated allowing knowledge access without
switching apps. Customer Communities and
Sharing If no one is reading your material, then
it wont be effective as anticipated. Hence,
your knowledge sharing solution should let you
send information to external users. This way,
you can successfully drive prospects in the
funnel and track which content is working, and
which is not. Also once a lead converts, it is
still important to build customer loyalty. A KMS
with a community of learning for customers can
quickly establish your name as an industry
leader and customers would keep coming
back. Reporting and Analytics Tangible results
are important for a businesss impact.
Unfortunately, many organizations do not focus on
the value being created with the Knowledge
portal and focus on other metrics to measure
success.
s ales_at_crmjetty.com
5
It is important for you to know which data
enables employees to become more productive? Are
your team members actively collaborating and
sharing knowledge with each other? Are the
answers actually helping them? Robust analytics
can help you identify such insights making the
elimination of outdated data easier. Now you
know! Investing in a knowledge management portal
is like buying a new house. You need to
double-check and make sure to have all the
important aspects in place before making the
purchase. And now you know which ones can be your
success formula.
Source h ttps//www.crmjetty.com/blog/must-haves-
your-knowled g e-management-portal
s ales_at_crmjetty.com
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