FlexiSAF Brown Bag Series: On Knowledge Base and Why It Matters

Rahama Obadak
Marketing & Comms, Flexisaf

Every Friday we have a Brown Bag session and every Friday I go home thinking I can create, deploy, and run applications like a developer (in less than a week) or build my own application using Stormpath as the user management solution. Or even design a UX for a website. And I don't really have a technical background, FYI!These sessions were designed to nurture creativity and drive people to actually want to work. Some time back I came across a book called Drive: The Surprising Truth About What Motivates Us, in which the author Daniel Pink writes about the radical practices implemented by Australian software company Atlassian to motivate its staff. Specifically he mentions the ShipIt Days, where they set aside 1 1/2 days for developers to work on whatever they want (with a skew towards their products) and then demonstrate it live to the entire company.Our Brown Bag sessions are somewhat similar to that. Quite insightful. No, inspiring is the right word. As we sit through this 1 hour informal gathering, we listen and learn. We share and simplify complex concepts & ideas that we are individually most passionate about. That is why our company works and keeps us motivating us, day in day outSpeaking of Atlassian, the Brown Bag feature this week is on Knowledge Base (KB). Speaker is Abubakar Bello (Twitter: @aabello7) who writes and explains the concept of Knowledge Base and why companies need to have and utilize one.


What is A Knowledge Base (KB)?

A knowledge base (KB) is a technology used to store complex structured and unstructured information used by a computer system. In general, a knowledge base is a centralized repository for information: a public library, a database of related information about a particular subject.Other examples of Knowledge Base (KB) include

Knowledge Base Software as a Service (SaaS)

This is a SaaS that comes with an in-built knowledge base used mainly to build Customer Support Knowledge bases. It can also be used for knowledge sharing among team members. A very good example of this is Confluence Knowledge Base by Altasssian which FlexiSAF uses for customer support, with features that have been leveraged on to improve all enquiries and deal with pressing issues. These features include:

  • Meeting Notes
  • Project Planning
  • Product Requirements
  • Powerful Calendar
  • Questions
  • File Collaboration
  • Page and File versioning
  • Organised workspaces
  • JIRA integratioin

Why Everyone Needs a Knowledge Base (KB)

Sharing ideas, thoughts, information and knowledge has been simplified and easily accessible with knowledge bases. People now find it very convenient to search for ideas and guide from forums and KB articles than waiting for an expert. For instance, you can fix your PC issues by searching for an article that is related to your problems without taking it to a Computer Workshop.Companies spend so much over the years in manually providing support to their clients via phone, physical contact and so on, but with a Knowledge base (KB) , companies now save time, cost and resources. Customers feel happy because they don't have to wait for someone to solve their problems.Finally, Knowledge Base (KB) helps in improving your products and services by reviewing customer comments and feedbacks on articles.Enjoyed this? Share and keep watching our blog to find out next week's Brown Bag feature!