An Internal Portal and Employee Knowledge Base Instead of Chats
Contents
In a growing company, knowledge lives in chats, personal folders, and the heads of experienced employees. A new hire spends weeks trying to find the current price list and figure out how to process a return. When an experienced employee leaves, half of the processes leave with them.
What is stored in the knowledge base
- regulations and process instructions;
- current price lists, dealer terms, document templates;
- answers to standard client questions;
- product information and technical documentation;
- training materials for new employees.
Bitrix24 or a standalone solution
If your company already works in Bitrix24, it has tools for a knowledge base and internal communications, making it a convenient starting point. A standalone solution is needed if the knowledge base must be connected to other systems, have a complex permission structure, or handle a large archive of documents.
How to keep the knowledge base alive
- each section has an assigned owner;
- materials are reviewed on a schedule;
- search works by content, not just by titles;
- links to the knowledge base are used in answers instead of retelling.
AI search across the knowledge base
When there are a lot of materials, traditional keyword search stops coping. AI search understands the meaning of the question and returns an answer with the source. For internal documents, such a system is hosted in an isolated environment or in a cloud in Kazakhstan.
Frequently asked questions
Where should you start populating it?
With the twenty most frequent questions and three key processes.
Who should write the materials?
The employees who run the processes. The goal of the project is to give them a simple tool and templates.
Can you connect the knowledge base to a CRM?
Yes, a manager can see prompts and materials directly in the client card.
