Knowledge management

What is a knowledge management system?

A knowledge management system is the process for gathering and sharing information within an organization and the technology used to manage those processes.

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5 of the best knowledge management examples Article

5 of the best knowledge management examples

Here are our favorite knowledge management examples and perhaps the kind of knowledge base your company will want to develop

10 strategies for designing a thriving knowledge base Article

10 strategies for designing a thriving knowledge base

Simply offering a standard knowledge base portal isn’t enough—the design of your knowledge base affects your customers’ experience with your brand. The best knowledge bases are intuitive, accessible, and simple

Knowledge management maturity: Tips for leveling up Article

Knowledge management maturity: Tips for leveling up

Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.

From content manager to cross-functional collaborator Article

From content manager to cross-functional collaborator

As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.

Your guide to the wonder years of knowledge management Infographic

Your guide to the wonder years of knowledge management

Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to…

Your customer base is expanding—is your self-service scaling with it? White Paper

Your customer base is expanding—is your self-service scaling with it?

The start of a new chapter of your business, whether you’re moving upmarket or adding products…

Evolving trends in self-service: creating the best experience for agents and customers Article

Evolving trends in self-service: creating the best experience for agents and customers

Join Zendesk’s VP and General Manager, Jason Maynard, as he walks through self-service industry trends that…

Improve your self-service with the right metrics

Improve your self-service with the right metrics

If you’ve already taken the self-service plunge, congratulations: You’re scaling your support operations in a smart…