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Step-by-Step Guide to a Unified System of Knowledge

When employees have questions, where do they go for answers? More importantly, where should they go?

Most of the time, finding answers is complicated. There is in-app learning to help employees onboard and adopt new product features. There are help articles for troubleshooting in-the-moment needs. There are education platforms that offer in-depth education about the product and industry. There is how-to content on the blog. And maybe there is a community where people can crowdsource feedback and ideas or ask questions. Typically, these various forms of educational content live across disparate platforms, managed by different teams. This disconnect creates a confusing experience for employees and customers.

Optimise your Salesforce experience, overcome knowledge barriers, and enhance user engagement with immediate access to essential information.

Customers want their questions answered. Employees want to help their customers but struggle to find and maintain content across disparate platforms while ensuring consistent messaging.

Today, more and more companies are thinking about implementing a Unified System of Knowledge to solve these pain points.

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What is a Unified System of Knowledge?

A Unified System of Knowledge is a digital solution that brings together support articles, marketing content, the Learning Management System (LMS) training content, and other resources to help employees find answers and solve problems. Information is centralised, in one place, versus spread across disparate platforms, not accessible in themoment of need.

Developing a Unified System of Knowledge drives content consumption and improves the employee/customer experience. As a result, companies who do this see business results like faster time-to-value and reduced churn.

How to Develop a Unified System of Knowledge in 5 Steps

Step 1: Get Buy-In From Other Teams

When you start bringing together content from disparate platforms, you inevitably bump heads with other teams. Often, a land grab occurs: one team tries to own all of the content and platforms. But it is more effective to bring these teams together to solve a common problem: Employees can’t find the answers they need. Each team has a stake in customer outcomes, making it critical that everyone gets on the same page.

Start by opening a dialogue with all the siloed stakeholders (e.g. sales, marketing, product, customer success, support, etc.) to talk about convergence—coming together as one. Explain to stakeholders how developing a Unified System of Knowledge will help them achieve their goals. This is no different than the approach used to implement a CRM system, where before CRM existed, these business units were siloed. CRM broke down these divisions for the benefit of emplyees and more importantly the Customer. We now need to apply the same approach for content.

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Step 2: Assign a Knowledge Bee!

The role of a ‘Knowledge Bee‘ has emerged as a crucial element in enhancing organisational efficiency and fostering a culture of continuous learning.  The Knowledge Bee, is tasked with the mission of curating and managing the best and most relevant content tailored to specific roles and processes within a business.  Larger enterprises will most likely have more than one Knowledge Bee, who are usually subject matter experts, or the stakeholders mentioned above.

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Step 3: Adopt a Knowledge Methodology

As your organisation evolves, you need to be more proactive about content creation. You must zoom out from the problem to identify all high-impact content your company should create.

Here’s what adopting a structured methodology could look like when building a Unified System of Knowledge:

  • Analyse learning needs and connect to business goals/outcomes.
  • Identify the segments and personas in your audience accessing this content.
  • Determine which existing assets are useful and where new content is needed.
  • Consider how you can repurpose content to meet different needs (e.g., step-by-step instructions in a help article, in-app module, etc.).
  • Organise content to support discoverability, personalisation, and the flow of work.

Step 4: Start Small With One Content Initiative

Building a Unified System of Knowledge is a marathon, not a sprint. Developing the system will take some time. You don’t have to create it all at once.

Identify one internal initiative with a clearly defined metric (e.g. a specific business process that needs to be followed). Then align on the following:

  • What educational content do you need to create for the release?
  • Who are you creating the content for?
  • Why is this content necessary?
  • Where will the content live?
  • Where does it need to be surfaced for quick access?

After you deploy the content, measure the impact it had. Did the initiative drive support ticket deflection? Feature adoption? Some other metric? Identify areas where you can make incremental improvements to the process as time goes on.

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Step 5: Expand Your Efforts

Once you’ve seen success in one initiative, it’s much easier to get buy-in to scale the process. Share early successes. Help stakeholders across the organisation see the value of aligning teams and building out a Unified System of Knowledge.

Beating the drum about your efforts will help keep stakeholders excited and engaged as the process evolves.

Conclusion

By adopting a Unified System of Knowledge, organisations can streamline content management, improve customer satisfaction, and drive better business outcomes. Start small, get buy-in from key stakeholders, and gradually expand your efforts for long-term success.

Give your workforce, partners or customers access to knowledge in Salesforce

Improved Apps

Improved Apps is the only Unified Knowledge Base, fully integrated, right inside Salesforce. We provide you with the non-technical tools to ensure your Users have easy access to knowledge that is relevant to their role or the task in hand.  We will provide you with the insights and analytics to show your most popular content and capture user sentiment so you can fix anything that’s not working, whilst focusing on the things that are actually demanded by your Users.

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