Why create a knowledge base within an organization?
Efficiency question :
A knowledge base centralizes information, preserves organizational expertise, and makes internal knowledge easier to access.
It can document procedures, share experience, support employees, or improve customer service. Its usefulness depends primarily on the organization’s activities and the information it wants to retain and make accessible.
Key issues:
The key considerations are deciding what information to centralize, how confidential it is, and who may access it.
A well-structured knowledge base reduces dependence on specific individuals, improves business continuity, and facilitates knowledge transfer.
Challenges:
The main challenge is organizing information in suitable locations, keeping it current, and defining the conversational agents that will use it.
Document structure, information quality, and permission management must be established before deploying agents.
Technology:
Microsoft SharePoint centralizes information in private, secure document libraries.
Microsoft Copilot supports conversational agents that query these knowledge bases in natural language, according to the permissions granted to users.
Developer's advice:
A knowledge base can support several specialized agents depending on organizational needs.
At SLV Expert, we have developed, among others:
• A development agent that consults technical solutions and experiences documented by developers.
• A Fonction RH agent that answers employee questions using internal HR policies and procedures.
• A customer service agent that helps retrieve the information needed to respond to customer requests.
Each agent should have a clearly defined role and access only to the information necessary for its function.