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6. Staffing requirements for knowledge management or self-service systems

Does a knowledge management or self-service system require more employees? The answer to the sixth question of SearchCRM.com's employee self service quiz explains.

6. True or false? Implementing a knowledge management or self-service system will always require hiring more employees.

a) True
b) False

ANSWER: B

It's not necessary for a company to hire more employees when implementing a system like this if there are underutilized resources or if agents can contribute knowledge as part of their regular workday, according to "Ten Principles for Knowledge Management Success," a white paper from Tom Tobin of Knova Software Inc. Read more on implementing a knowledge management self service system.

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