Exploring Knowledge Management

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Exploring Knowledge Management

    Knowledge Management facilitates the creation, categorization, review, and approval of articles within an organization. Users can efficiently search and browse articles while providing feedback. It allows for the assignment of knowledge bases to specific managers and includes distinct workflows for publishing and retiring articles, alongside access controls for reading and contributing content.

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    Knowledge Management Workflow

    The workflow involves several roles:

    • The knowledge user requests a new or updated article.
    • The knowledge contributor creates or updates the article and submits it for review.
    • The knowledge manager reviews, publishes, or requests revisions on the article.
    • The knowledge user reads and shares the published article.
    • Knowledge managers continuously review articles for relevancy and manage retirement of outdated content.

    Key Features

    • Knowledge Article Templates: Ensures consistent article structure for users.
    • Multiple Knowledge Bases: Allows knowledge administrators and managers to create bases for different organizational groups.
    • Category Structures: Knowledge managers can create hierarchical categories for knowledge bases.
    • Permissions Management: User criteria and scoped bases control access levels.
    • External Content Integration: Enables integration and search of external resources.
    • Generative AI for Article Creation: Knowledge contributors can use AI to assist in article creation.
    • Document Importing: Supports importing Word documents into knowledge articles.
    • Knowledge Subscriptions: Users can subscribe to relevant articles for updates.
    • Feedback and Ratings: Users can provide feedback to maintain article quality.
    • Article Quality Index (AQI): Administrators create metrics for content quality, while domain experts review them.
    • Knowledge Demand Insights: Helps identify gaps and improve knowledge content.
    • Analytics Solutions: Knowledge managers utilize analytics to ensure proper content creation processes.

    Key Outcomes

    Implementing Knowledge Management enhances article consistency, improves content quality, and ensures effective collaboration across different roles. Users can expect streamlined workflows, better content accessibility, and continuous improvement in knowledge resources, leading to a more informed organization.

    Learn more about Knowledge Management with a sample workflow and review the benefits it can provide for different users in your organization.

    Knowledge Management overview

    Knowledge Management supports processes for creating, categorizing, reviewing, and approving articles. Users can search and browse articles as well as provide feedback.

    To support multiple groups, knowledge bases can be assigned to individual managers. Separate workflows can be used for publishing and retiring articles, and separate access controls can be used to control reading and contributing.

    Knowledge Management workflow

    This infographic shows a sample end-to-end workflow of how different users in an organization work together to create, share, use, and manage articles.

    Figure 1. Knowledge Management
    Infographic showing how users in an organization work together to create, share, use, and manage articles. For details, refer to the following description.
    In this workflow:
    1. The knowledge user needs a new or updated knowledge article and requests it.
    2. The knowledge contributor creates or updates an article and then submits it for review.
    3. The knowledge manager reviews the article and either publishes it or sends it back to the knowledge contributor for revisions.
    4. The knowledge user reads and shares the article. In parallel, a knowledge manager continuously reviews articles to determine their relevancy.
    5. The knowledge manager marks articles that are no longer needed for retirement.
    6. A knowledge manager reviews and approves or rejects the article retirement.

    Knowledge Management benefits

    Benefit Feature Users
    Create a consistent structure for knowledge articles Knowledge article templates Knowledge manager
    Create multiple knowledge bases for different groups within your organization Knowledge bases Knowledge administrator and manager
    Create a category structure for each knowledge base with any number of levels Knowledge article categories Knowledge manager
    Define permissions per knowledge base User criteria, Scoped knowledge bases Knowledge administrator and manager
    Integrate with and search external knowledge sources External content integration feature and Indexing and searching external content in AI Search Administrator
    Create knowledge articles using generative AI Now Assist in Knowledge Management Knowledge contributor
    Import Word documents into knowledge articles and/or author knowledge in Word Knowledge Management - Add-in for Microsoft Word, Word document importing Knowledge contributor
    Subscribe to relevant articles Knowledge subscriptions Knowledge user
    Provide feedback and rate articles Feedback and ratings Knowledge user
    Maintain a high quality of content and enable constant improvement Article quality index (AQI) Knowledge administrator (creates AQI), knowledge coach or domain expert (performs AQI reviews)
    Identify knowledge gaps and improve the content of your knowledge base Knowledge demand insights Knowledge manager or domain expert
    Determine the usage of knowledge content and confirm that the proper processes and procedures are being followed for content creation Knowledge Management Platform Analytics Solutions Knowledge manager