Noun
knowledge management (uncountable)
A range of practices used by organisations to identify, create, represent, and distribute knowledge.
Knowledge management capabilities mean that: service desk agents don’t need to be super-technical, previous fixes can be reused across teams to save time, and end users can help themselves via self-service. Source: Internet
Six Best Practices for Agent Knowledge Management Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. Source: Internet