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Your guide to the wonder years of knowledge management

By Shawna Wolverton, Senior Vice President, Product at Zendesk

Published April 5, 2019
Last modified April 5, 2019

Companies running the gamut from SMBs to enterprise have built robust help centres, enabling customers to help themselves with simple queries. But what happens next to ensure it remains a robust resource?

Blossoming into a knowledge-centred organisation goes beyond installing a help centre solution: it requires processes and roles behind the creation, organisation and distribution of knowledge—to improve customer experience, agent experience, and spread the wealth (knowhow and context) across your entire organisation. Follow this guide through the wonder years of knowledge management to help make sure nothing falls through the cracks. And learn more about how one solution, Guide Enterprise, can help you do that.