Service and support require true knowledge management tools to create a superior customer experience.
It's the suggestion anyone proposing a knowledge management initiative fears most. After presenting requirements for a KM tool, someone at the table looks thoughtful and says, "Can't We Just Use SharePoint?"
Service and support leaders are often put in the position to make the case for a much-needed KM tool to a skeptical IT audience focused on consolidation. In this white paper, subtitled A Knowledge Manager's Guide to Productive Conversations with IT they explore:
The differences between knowledge management and content management
Why searching for answers is different than searching for documents