According to a survey, 49% of employees find it difficult to locate necessary files and information related to their company. Thus, a knowledge base portal stores all your company’s essential documents and information in one place, making it easier for your employees to find. 

If implementing a knowledge management portal is in your pipeline then this post is for you. Here we have curated a guide for you on the knowledge management portal. 

Let’s dive in and have a look at the content in this article:

Types of Knowledge Management Portal

  • External Knowledge Base- This portal allows your customer to find a resolution to their queries. These portals usually consist of how-to-do videos, troubleshooting guides, customer community forums, and many more. 
  • Internal Knowledge Base- This portal helps you to boost team collaboration, reduce onboarding time, and helps in knowledge exchange. The internal knowledge base usually consists of the company’s information like its legal policies, holiday policies, the hierarchy of employees, and many more. 

Benefits of a Knowledge Base Portal

Here are 3 benefits of implementing a knowledge management portal:

24X7 Support

A knowledge base is a self-service portal that can be accessed by your employees or customers whenever they want. This reduces both external and internal ticket generation and boosts customer experience. 

Improves Workflows

You can clearly lay out workflows for specific job types, making your employees learn and work on auto-pilot. With the help of these listed workflows, all your employees can work similarly, allowing you to gain the following information: 

  • How often the team collaborates and follow the workflow guide?
  • If the workflow guide is helpful or not. 
  • What steps can you take to improve the efficiency of the employees? 

Easy Onboarding

A knowledge management portal provides you with seamless and less time-consuming employee onboarding. It guides customers on the necessary steps involved and provides smooth knowledge transfer to the employees. 

You can also provide uninterrupted access to company information, making learning a continuous process. 

 

Components of a Knowledge Management Portal

There are 3 major components to using a knowledge management portal to its full potential. Let’s have a look at them:

Centralized Dashboard

A centralized dashboard allows you to store the company’s vital information in one place arranged logically, category and sub-category-wise. This makes it easier for your employees to seek and learn new information. 

Collaborative Content Authoring

A knowledge management portal allows all your employees to work as a team and write content. You can assign each member some new tasks and ensure the content is up-to-date. 

For example, executives will be responsible to write content, mid-senior can proofread/post, and senior management will ensure that the content is posted regularly. 

User Management

This component of the knowledge management portal allows you to manage users and their activities. With this feature, you can easily keep a look at the changes made by users and ensure that there is no malpractice.

 

Elements that you can Add to an Internal Knowledge Base

You can add any type of element you want to an internal knowledge base, but make sure that it’s insightful and provides some new knowledge to your employees. Let’s have a look at some of the elements that you can add:

  • Basic company information: annual report, quarterly report, stock symbols, and many more. 
  • Technical assistance: troubleshooting guide, device login, device setup, software information, etc.
  • Customer service: FAQs, email templates, how-to-speak-to-a-customer guide, previous call recordings, etc. 
  • Calendar updates: list of holidays, event dates, milestones, and many more. 
  • HR material: employee review forum, payslips, employee handbook, appraisal information, etc. 
  • Department-specific information: team hierarchy, team goals, working hours, and more. 
  • Legal documents: probation period, release forms, regulatory forms, contracts, etc. 

Crucial Characteristics of a Knowledge Management Software

There are several knowledge management software available in the market, making it hard to decide which one is the best. 

Here are the 4 characteristics that you should keep in mind while choosing knowledge management software. 

Search Bar

A search bar is a must when choosing knowledge management software. It allows your employees and customers to search for a relevant article from the pool of articles in your knowledge base. 

The search engine catches the keyword entered in the search bar and recommends articles according to it. 

Mobile Friendly

This characteristic of knowledge management software allows your customers and employees to access the knowledge base articles through a mobile, making it easier for them to get support anytime and anywhere. 

Allows User Collaboration

With the user collaboration feature, you can allow more than one employee to publish and edit the articles in the knowledge base. It helps you to distribute the workload equally among employees and ensure that the content is free of any mistakes. 

Report & Analytics

The metrics provided by knowledge base software are most searched keywords, failed search, most clicked article, latest edited article, and many more. With these metrics, you can create a new article based on failed searches or keep on updating the most clicked article. 

Conclusion

In the end, we hope that through this post, you were able to gain some fresh knowledge about the knowledge management portals. 

You will find vital information about the knowledge management portals like benefits, characteristics that you should look for in the knowledge base management software, etc. 

However, if you are looking for a knowledge base management software, then you should try Helplama Helpdesk. It allows you to create a knowledge base from scratch with the help of pre-set templates. 

It even provides you with features like a search engine, reports, user collaboration, and many more. So, what are you waiting for?

Start your 15 days free trial now!