Step 1. Teams Create Knowledge Articles

The first step is to capture knowledge as soon as possible and have it evolve over time or during progression periods. This ensures that we have an up-to-date representation of the knowledge being stored. By documenting insights and solutions immediately, teams can prevent knowledge loss and ensure that valuable information is readily available for future reference.

This proactive approach not only aids in maintaining accuracy but also encourages continuous improvement.

Step 2. Knowledge evolves over time

As your business evolves, so too must your knowledge base. This dynamic nature ensures that the information remains relevant and useful, adapting to new challenges and opportunities.

Regular updates and revisions are crucial. By continuously refining your knowledge base, you ensure that your team has access to the most current and effective solutions, fostering a culture of agility and responsiveness.

Capable's advanced filtered search macro allows you to monitor the health of your knowledge base using customizable criteria to identify pages that require updates or attention - all within your Confluence pages.

Step 3. Validate using a Promotion Workflow

Capable's integrated approval and publishing solution facilitates a streamlined review process. Pages can be automatically assigned to designated users for evaluation, allowing them to provide feedback or request clarifications. This system simplifies the review process by either automatically submitting pages for assessment or by offering a list of teams to whom approval requests can be sent.

$2.4 bn

Revenue generated for our customers

Once approved, the content is published to its intended destination space, which may be customer-facing and is your companies true source of truth for verified, reviewed and up-to-date content for knowledge purposes.

Step 4. Reuse Knowledge

Once the knowledge has been gathered, validated, and stored with audit logs, it is essential to leverage this information effectively. There are numerous ways to utilize this knowledge to enhance team performance.

For instance, validated knowledge articles can be provided to customers through solutions like Refined Wiki, which can help deflect service desk requests by suggesting these articles when customers raise tickets for issues that have already been resolved.

Additionally, this data can be integrated into tools such as Copilot, ChatGPT, and Claude, thereby enhancing the utility of chat prompts by incorporating your company's knowledge.

Furthermore, this information can be made available to developers; for example, brand guidelines stored on the wiki can be automatically applied to new projects.

Step 5. Solve problems quicker

Implementing automation tools can significantly enhance the efficiency of your problem-solving processes. By integrating AI-driven solutions, you can automate routine tasks, allowing your team to focus on more complex issues.

This not only speeds up resolution times but also reduces the workload on your agents, leading to a more streamlined and effective support system.

Step 6. Review content for freshness periodically

Capable's comprehensive search system allows users to locate pages based on a variety of criteria, enabling seamless integration of capabilities. Whether you need to identify all approved pages that include diagrams and have been published, the system facilitates this with ease and also provides direct CQL searches for maximum flexibility.

For KCS, you should be reviewing pages that haven't been updated or re-approved recently, as these articles may need updating, validating or archiving as no longer relevant or correct.

Capable search contains filters built-in to find outdated pages, but you can also create your own saved filters and share them with your team.

Combining this with Confluence Automation Rules, we can automatically add labels to content when certain criteria are met and then use these to create intelligent searches.

Step 7. Improve processes over time

Conduct quarterly reviews to assess the effectiveness of your processes and identify areas for improvement. During these reviews, gather feedback from team members and stakeholders to understand the challenges they face and the successes they've achieved.

Use this information to refine workflows, update tools, and implement new strategies that enhance efficiency and productivity.