Knowledge management
With knowledge management, organizations can organize, store, manage and analyze business knowledge -- like documents, training resources and technical content -- so employees can easily access it. Effective knowledge management can help create self-service strategies and benefit customer service tools like CRM and contact center software.
Top Stories
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Feature
20 Dec 2024
The top 5 content management trends in 2025
AI technology continues to shape the content management market. It underpins top trends in 2025, like generative AI, agentic AI and predictive analytics. Continue Reading
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Tip
18 Dec 2024
13 must-know Markdown tips and tricks
Use these tips to improve your Markdown-based documentation, streamline your approach and structure your documents. Continue Reading
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Tip
18 Dec 2024
13 must-know Markdown tips and tricks
Use these tips to improve your Markdown-based documentation, streamline your approach and structure your documents. Continue Reading
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Definition
17 Dec 2024
What is a semantic network?
A semantic network is a knowledge structure that depicts how concepts are related to one another and how they interconnect. Continue Reading
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Definition
21 Nov 2024
What is a knowledge graph in ML (machine learning)?
In the realm of machine learning (ML), a knowledge graph is a graphical representation that captures the connections between different entities. Continue Reading
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News
12 Nov 2024
Box expands AI capabilities with apps, app builder
The GenAI tools are part of a new subscription named Enterprise Advanced. Continue Reading
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News
29 Oct 2024
Will.i.am talks AI in music, business and life
As AI becomes more pervasive in music, business and life, the former Black Eyed Peas frontman and tech entrepreneur wonders where it's all going. Continue Reading
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News
24 Oct 2024
AWS, Box expand partnership for Q generative AI, app dev
Box users get deeper AWS integrations that enable Q Business generative AI agents, as well as the capability to build apps in Bedrock, AWS' multi-LLM AI platform. Continue Reading
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Tip
10 Oct 2024
How to create a knowledge-sharing culture
With more access to knowledge across an organization, employees are more collaborative, more engaged and better performing -- and are eager to share these skills with their peers. Continue Reading
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News
08 Aug 2024
Box acquires Alphamoon intelligent document processing tech
Paper and unstructured PDFs need more help to be ingested into and findable within enterprise knowledge repositories. Enter generative AI to bridge the gap. Continue Reading
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News
30 Jul 2024
Generative AI poised to upend legal sector
Some industries might be wary of generative AI, but not legal. We find out how -- and why -- attorneys are embracing it in this Q&A with eDiscovery AI's founder, Jim Sullivan. Continue Reading
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Tip
24 Jul 2024
Compare 10 headless CMS offerings and their key differences
Many vendors offer headless CMS capabilities to help organizations manage omnichannel web content in a central repository. The top vendors include Acquia, Adobe and Contentful. Continue Reading
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News
17 Jul 2024
OpenText broadens content AI services in quarterly release
OpenText adds generative AI tools for enterprise information management, security, business process mining and more in its 24.3 Cloud Editions update. Continue Reading
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Feature
17 Jul 2024
How knowledge management benefits customer service
As knowledge management helps employees and customers find answers, it can improve customer service. Benefits include effective self-service and increased customer satisfaction. Continue Reading
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Opinion
03 Jul 2024
Generative AI tools are here, but who's using them?
Generative AI has much promise. But the road between here and delivering on those promises looks to be a lot longer than when ChatGPT first dropped in November 2022. Continue Reading
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Tip
27 Jun 2024
Document management vs. content management: How they differ
While document and content management are part of a larger enterprise content management strategy, the two systems handle different types of information. Continue Reading
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News
27 Jun 2024
Box AI becomes free to Enterprise Plus subscribers
Box previews new features to come later this year -- including a revamped metadata API -- while dropping generative AI query fees for its highest tier of premium subscribers. Continue Reading
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Tip
24 Jun 2024
The 7 stages of enterprise content lifecycle management
Content lifecycle management is where business process management, content and records management intersect. Learn more about this process and its key stages. Continue Reading
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Tip
21 Jun 2024
Is headless CMS the future of content management?
As headless CMS rises in popularity, IT leaders might wonder if it's a fad or if it will permanently affect the content management industry. Learn more in this expert tip. Continue Reading
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News
10 Jun 2024
Pegasystems' Blueprint enables automation with no code
Pegasystems uses generative AI to simplify previously difficult development tasks that unite back-office and front-office data, and launches a GenAI-led learning system. Continue Reading
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Feature
30 May 2024
Knowledge management metrics: How to track KM effectiveness
Measuring knowledge management effectiveness requires quantitative and qualitative data. Metrics like the balanced scorecard method can help organizations improve their strategies. Continue Reading
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Opinion
21 May 2024
Generative AI's role in the rebirth of knowledge management
Generative AI could help organizations realize the tacit knowledge-sharing benefits that were touted in the late 1990s for the discipline of knowledge management. Continue Reading
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Definition
02 May 2024
What are masked language models (MLMs)?
Masked language models (MLMs) are used in natural language processing (NLP) tasks for training language models. Continue Reading
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Definition
25 Apr 2024
logistic regression
Logistic regression, also known as a logit model, is a statistical analysis method to predict a binary outcome, such as yes or no, based on prior observations of a data set. Continue Reading
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Definition
17 Apr 2024
knowledge management (KM)
Knowledge management is the process an enterprise uses to gather, organize, share and analyze its knowledge in a way that's easily accessible to employees. Continue Reading
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News
22 Mar 2024
Salesforce Field Service users get generative AI helpers
Salesforce launches Einstein 1 Field Service Edition. Field technicians get a generative AI boost to help navigate through scheduling and technical content. Continue Reading
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Answer
22 Feb 2024
What is the role of generative AI in enterprise search?
Enterprise search employs AI to enrich content, identify objects and organize information. Yet, the rise of generative AI is likely to transform these processes even further. Continue Reading
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Feature
15 Feb 2024
What does a knowledge manager do?
Knowledge managers use technical skills to maintain knowledge base software and interpersonal skills to encourage employees to share best practices with each other. Continue Reading
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News
24 Jan 2024
Pegasystems unveils AI assistant for knowledge management
The workflow automation vendor aims to simplify informational querying processes with an iterative conversational interface that can automatically search all data sources. Continue Reading
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Tip
28 Dec 2023
The future of field service management and trends
Contactless, cashless and self-service abilities remain standards for field service. The future will bring more flexibility and convenience for workers and customers. Continue Reading
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News
11 Dec 2023
Atlassian releases AI capabilities for Jira and Confluence
The new capabilities show the rising prominence of software development copilots and lay the foundation for better knowledge management in an organization. Continue Reading
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News
01 Nov 2023
Box adds Google Vertex AI integration for document AI
Box deepens Google partnership to add Vertex AI features, availability in Google Cloud Marketplace, and additional Google Workspace and Google Cloud Platform integrations. Continue Reading
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Tip
26 Oct 2023
6 key roles in a knowledge management team
Many organizations form dedicated teams to implement and maintain their knowledge management programs. Key roles include KM specialist, IT professional and knowledge champion. Continue Reading
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Feature
13 Oct 2023
How generative AI can improve knowledge management
With generative AI, knowledge management teams can automate knowledge capture and maintenance processes. Explore how AI can improve knowledge management. Continue Reading
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News
12 Oct 2023
Box and OpenAI CEOs discuss the future of enterprise AI
OpenAI and Box founders discuss the rise of generative AI in the enterprise and how it will change knowledge workers' routines and influence business overall. Continue Reading
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News
11 Oct 2023
New Box Hubs uses AI to curate content, target users
The vendor adds a new internal publishing system to its stable of content management tools. It enables users to curate and publish select content within an organization. Continue Reading
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Definition
30 Aug 2023
Wayback Machine
The Internet Archive's Wayback Machine is a digital archive of information on the internet. Continue Reading
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Feature
23 Aug 2023
LMS vs. CMS: What's the difference?
A CMS can fulfill general content publishing, editing and storage needs, while an LMS is better suited to a more specific HR and employee-oriented use case. Continue Reading
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Feature
04 Aug 2023
Banks aim to improve customer experience for users online
Tactics to increase digital interactions include improving contact center tools, prioritizing UX design and merging digital capabilities with real-time human service. Continue Reading
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Feature
31 Jul 2023
What does a knowledge champion do?
Knowledge champions use communication and leadership skills to encourage their department or group members to adopt knowledge management best practices. Continue Reading
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News
26 Jul 2023
Smartsheet's new AI tools answer queries, visualize data
The project management vendor unveiled generative AI tools that visualize data insights, give guidance with a virtual assistant, generate formulas and create captions for visuals. Continue Reading
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Tip
14 Jul 2023
7 tips for creating a knowledge base
A knowledge base offers self-service for customers and employees. Organizations can collect feedback and build a culture of knowledge sharing to create an effective knowledge base. Continue Reading
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Answer
29 Jun 2023
How do collaboration and knowledge management relate?
If organizations integrate their knowledge management and collaboration systems, employees can better collaborate on and share data and documents in a secure environment. Continue Reading
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Tip
22 Jun 2023
4 knowledge base article templates
Knowledge bases can improve CX and employee productivity, but organizations may not know where to start. Discover four templates to help teams write knowledge base articles. Continue Reading
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Feature
01 Jun 2023
4 important skills of a knowledge management leader
KM programs need a leader who can motivate employees to change their routines. This leader needs a long-term mindset and the ability to translate KM ideas into business language. Continue Reading
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Feature
31 May 2023
What does a knowledge management leader do?
Knowledge management teams often include IT professionals and content writers. But at the head, they need a central leader to make connections and guide people. Continue Reading
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Tip
24 May 2023
8 software tools for knowledge sharing and collaboration
Knowledge sharing and collaboration are staples of the modern workplace, thanks to remote and hybrid work. These eight tools can improve teams' hybrid collaboration processes. Continue Reading
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Feature
16 May 2023
What are the benefits of a knowledge base?
As a knowledge base lets customers and employees quickly find answers, it can boost an organization's customer satisfaction score and overall efficiency. Continue Reading
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Tip
11 May 2023
How to build a WordPress knowledge base
A knowledge base lets customers quickly find answers to their questions, which benefits CX. Organizations can use WordPress plugins and themes to build their own knowledge bases. Continue Reading
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Tip
07 Apr 2023
Top 8 knowledge base products in 2023
A knowledge base can help organizations increase brand loyalty and customer satisfaction. Top knowledge base products include Heroic KB, ProProfs and ServiceNow. Continue Reading
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Answer
27 Jan 2023
What are the key issues in knowledge management?
Knowledge management systems help employees find important information. However, implementation can pose challenges with user adoption and content maintenance. Continue Reading
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Tip
19 Jan 2023
What are the types of knowledge management systems?
In order to understand the different types of knowledge management systems, organizations should know about the different types of knowledge and the history of this market. Continue Reading
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Tip
09 Dec 2022
7 best practices for knowledge management strategies
Organizations can't roll out a knowledge management strategy in one day. Yet, with these best practices, those businesses can create and maintain successful knowledge strategies. Continue Reading
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Feature
30 Nov 2022
New enterprise learning tools put employees in control
The creator economy, peer-based collaborative learning and next-generation content providers are democratizing training and making it more personal -- with a big assist from AI. Continue Reading
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Answer
22 Nov 2022
What are the top benefits of knowledge management?
A proper knowledge management strategy can help organizations boost document security, increase employee efficiency and decrease frustration in searches for digital assets. Continue Reading
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Answer
30 Sep 2022
Why is customer self-service important for contact centers?
The advancement of conversational AI coupled with customers' growing desire for empowerment has made self-service channels critical for contact centers. Continue Reading
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Tip
16 Sep 2022
6 customer self-service best practices
Customer self-service best practices, such as the use of virtual assistants and omnichannel access, can reduce contact center wait times and enhance overall CX. Continue Reading
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Tip
30 Aug 2022
9 disadvantages of self-service options
Customer self-service platforms free up live agents for more complicated issues, but if organizations don't keep this software up to date, its disadvantages can frustrate users. Continue Reading
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Definition
19 Aug 2022
knowledge base
In general, a knowledge base is a centralized repository of information. Continue Reading
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News
30 Jun 2022
OpenText bolsters secure file sharing with Teams integration
OpenText Cloud Editions customers get Teams-Core integration among a raft of new features, as OpenText kicks off 'Project Titanium' to harmonize public and private cloud features. Continue Reading
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Definition
12 May 2022
knowledge engineering
Knowledge engineering is a field of artificial intelligence (AI) that tries to emulate the judgment and behavior of a human expert in a given field. Continue Reading
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Tip
27 Jan 2021
Content management vs. knowledge management: What are the differences?
Knowledge management and content management both deal with creating, managing and distributing. But there are key differences between the two concepts. Learn more. Continue Reading
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Tip
06 Feb 2020
Decide if a paywall strategy is right for your business
Organizations that sell content might benefit from a paywall. Here are some questions to ask when deciding if a paywall strategy is right for your business. Continue Reading
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News
04 Sep 2019
Microsoft PowerApps pricing proposal puts users on edge
Microsoft's PowerApps pricing changes, expected to take effect in October, could make them too expensive for some users who connect to data outside of SharePoint and Dynamics. Continue Reading
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News
20 Aug 2019
Evergage launches Data Warehouse, a BI analytics product
Data Warehouse, Evergage's new BI analytics product, is designed to collect and analyze customer data in an effort to provide more information and analysis to business analysts. Continue Reading
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Tip
02 Aug 2019
5 reasons why content marketing fails
Content marketing strategies can fail for a variety of reasons, such as refusing to learn more about your customers. Here are five ways content marketing strategies can fail. Continue Reading
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Tip
30 May 2018
ECM gets a show of support from Zendesk Guide Enterprise
Guide Enterprise captures insights and curates knowledge bases for customer service representatives and customers while helping large support teams streamline content production. Continue Reading