Continuous Knowledge Management: how to structure and reuse knowledge
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40 min
Do you need to make a structured knowledge base from scattered and make up internal knowledge management processes?
Sounds familiar!
Our team has encountered it.
All along the way, we also had to deal with:
❌ Inconsistent and confusing notes;
❌ Outdated and contradictory information;
❌ Difficulties in finding the right solutions here and now.
We will discuss our journey from a simple ticket queue in Yandex Tracker to a custom browser plugin with a neural «suggest-as-you-type» solution.
In addition, we will share our future plans and insights.
What we achieved during this journey:
✅ We can now solve user problems faster (FTR и TTR ⬇️);
✅ We can publish chosen articles and notes from our knowledge base online;
✅ We help engineers to come up with more precise and detailed answers for users in less time than earlier.
We hope that with our talk will be useful for your service and inspire you to create your own knowledge management solution.