Shelf Blog: Knowledge Management

What’s the best search tool for your company? Can a tagging system help you find what you need? Is it the best way to organize your content? You’re not the only one asking these questions, and there’s a ton of money at stake in the answers. About $31.5 billion to be exact. That’s right:...

The list of knowledge management tools ideally designed to help an organization find and manage helpful information can be overwhelming. You probably can think of a handful of active software subscriptions in your company with some kind knowledge management component; these tools may be siloed...

Transforming your customer experience (CX) requires more than skilled customer service agents and advanced tools—it demands a streamlined, accessible system for managing knowledge.  Contact center knowledge management ensures that agents and customers have immediate access to the right...

Staying ahead of trends in knowledge management isn’t just about keeping up—it’s about gaining a competitive edge. As technology evolves and the workplace continues to change, your ability to adapt will determine how well you manage and leverage knowledge.  In 2025, trends like AI automation,...

Many organizations are exploring knowledge management because a proper knowledge management system is integral to a successful artificial intelligence strategy. If your organization has hundreds of files or decades of stored data and your own workforce can’t navigate it, then an artificial intelligence (or large language model) won’t be able to either.

Knowledge management is one of the most overlooked parts of the support experience. What exactly does a robust knowledge management strategy allow your organization to do? In this blog post, we take a closer look. The maturity of a company’s knowledge management strategy has a funny way of rearing...

What’s the role of AI in knowledge management? Read on for key use cases, examples, and the most frequently asked questions today. Table of Contents Keeping Content Up to Date Connecting Info from Different Sources Helping Reduce Support Costs Improving Information Search Frequently Asked...

SharePoint is a powerful tool for document management and team collaboration, but as your organization grows, it can become a complex environment ripe with data management challenges.  These kinds of issues not only slow down your team’s productivity but also create risks around compliance,...

In a world where users expect fast, accurate answers, knowledge base AI chatbots offer an efficient solution. By integrating artificial intelligence with your existing content source, these chatbots help users find information instantly, minimizing the need for human support.  This guide will...

AI knowledge bases are changing the way organizations manage and access information. These AI-powered systems can understand user intent and deliver faster, more accurate results while learning and improving over time.  In this guide, we’ll explore how AI knowledge bases work, their key...

Managing your entire organization’s knowledge is critical to your success. Whether you’re capturing employee expertise, organizing documents, or delivering training, knowledge management tools provide the infrastructure to keep your information accessible and up-to-date. But which...

Knowledge management (KM) is changing dramatically due to its role in supporting artificial intelligence (AI) solutions. It’s never been a better time to attend knowledge management conferences and get a sense of how KM is changing across industries.  Here’s a breakdown of the knowledge...