Social media knowledge management involves the systematic organization, sharing, and utilization of information and knowledge within the context of social media platforms. Social media knowledge management is an evolving field, and organizations need to leverage the full potential of social media for knowledge sharing and collaboration. In customer service fields, this is of paramount importance for customer satisfaction and competitive advantage.
With different channels requiring different responses, flexible knowledge management solutions are required in order to maintain these different responses in the most streamlined way. Universal Knowledge by KPS provides templates which can have multiple sections for different audiences, ensuring only a single knowledge item needs to be maintained.
An open architecture with RESTful APIs ensures that integration with off the shelf platforms such as X (formally known as Twitter)and Facebook, in addition to any custom built platforms, is easily achievable.