The knowledge management system systematizes and organizes knowledge and information in the company, allowing you to use the accumulated experience in solving issues. Ideally, your organization relies on corporate knowledge stored, accessed, and updated in one central location, otherwise known as a single source of truth, or SSOT.

A well-structured knowledge management system allows you to ensure:
  • manage any changes in the information or content in the corporate knowledge base, and track the entire history of the organization's projects;
  • continuous-integration of knowledge into the work of the company, making it comfortable to use for work for anyone in the team;
  • ability to analyze information from the corporate knowledge base;
  • a quick search for information by semantic characteristics, making it accessible at any time anywhere;
  • actualization of gained knowledge of the company.

How to build knowledge management system

Step 1. Knowledge assess

Knowledge audit helps you consider the weaknesses and strengths of your business. To do this, answer several important questions:

  1. What knowledge does the company have at the moment? Not only theoretical information but skills and abilities that all team members use for work, all best practices and lessons learned.
  2. What knowledge can help you achieve your goals? At this stage, you’ll have a clear picture of actual knowledge, and what knowledge is not enough to get what you want. For excess knowledge, it is necessary to find an application that will bring profit.
  3. What other knowledge do you need to get? At this stage, you consider and determine the skills that seem necessary for the successful operation of the organization.
  4. Why do you need a knowledge base? It refers to pass mistakes and problems, and what tasks will be affected by knowledge management.
Having answered the main questions and having established a clear system, you can pay attention to the following points: who will be working on the Knowledge base? Where will the system be applied? How to involve more people in the process of knowledge management?

Step 2. Integration of knowledge management tools

The next step is the integration of special software - IT solutions that are originally designed to store information in one place, and Confluence is one of the most popular.

Our Polontech experts provide Confluence Knowledge Base integration service for storing, sharing and processing shared information and data. From development tasks to marketing plans and notes, you can get all the information in a few seconds.

An open structure and tools for collaboration give any specialist the opportunity to supplement the knowledge and get feedback. In Confluence, you can also work on content and documents together, mentioning employees via @.

In the process of Confluence integration, it is important for the knowledge base to ensure the necessary level of information security, because no one is immune from data leakage or database attacks.

For this, you can follow the simple recommendations described in the Confluence informational security checklist.

Step 3. Integrating Confluence with Jira

The Jira + Confluence system is widely used in building relationships with clients. For example, when you call a call centre, the operator can open Jira and see the entire history of your relationship with the company, your purchases, orders, your personal data and other information.

When integrating Confluence and Jira, we can embed the Confluence search bar or generate links to specific articles in Confluence directly in Jira. This will allow employees who are engaged in customer service to search for the necessary knowledge (for example, about new tariffs) without leaving the CRM.

A high-quality and structured Knowledge Base will be an important advantage
due to Confluence and Jira, employees, processes and technologies are combined so that the company can achieve higher business results faster. A high-quality knowledge management system will become an important competitive advantage for your company.