A Customer Service Knowledge Management (CSKM) platform can help organizations support end-user groups, such as agents and customers, as well as meet customer service goals. Still, it can be an expensive undertaking and less advanced alternatives do exist (e.g. using the basic functionality provided by the CRM or internal help desk tools).

Before beginning the selection process, your organization should assess whether or not there is enough value in the project to warrant its investment of time and resources.

Leverage this tool to determine if pursuing a CSKM platform is worthwhile for your organization.

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Design a Customer Service Knowledge Management Strategy

Provide agents and customers with solutions, not search engines.

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