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Service desk analysts repeatedly answer the same questions, such as “how do I change my password?” or “how do I connect to the printer?” If the answers to these simple questions were stored in a knowledge management software system, internal users would be able to retrieve this information without ever pinging the service desk analyst.
A modern knowledge management system (KMS) enables users to self-serve through computer-augmented chat so that service desk analysts can focus on one-off issues that arise in their organization.