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Knowledge Management

Upon completion of this lesson, the learner will be able to:
  • Discuss the benefits of a knowledge management system.
  • List the characteristics of an effective knowledge base.
  • Explain the difference between reactive and proactive knowledge management.
  • Describe the four components of a solution.
  • Discuss the knowledge management process.
  • Describe the methods for searching a knowledge base.
  • Discuss the effect of knowledge management on help desk metrics.
  • Discuss barriers to effective knowledge management.

Help Desk Concepts and SkillsOnline Learning Center

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