Most teams have documentation scattered everywhere—Google Docs, old Slack threads, random PDFs in Drive. And when someone needs help? The answer is rarely where they’re looking.
That’s where a knowledge management system (KMS) comes in. A KMS doesn’t just store content—it helps teams capture, organize, surface, and improve internal knowledge in real time.
This article walks through how a modern KMS actually works—step by step—and how a platform like Siit makes the whole thing seamless by embedding knowledge directly into your daily workflows in Slack and Microsoft Teams.
Step 1 – Knowledge Capture: Documenting What You Learn
Every good KMS starts with capturing what your team already knows. When an IT admin solves a problem or a PeopleOps lead answers the same onboarding question for the third time this week, that information should become part of your knowledge base.
With Siit, this happens in real time:
- Resolved Slack and Teams threads can be flagged and converted into draft documentation.
- Admins can create Response Templates based on frequent replies.
- Support teams can tag requests that need a follow-up article, which can be written and linked directly to similar requests moving forward.
This turns everyday work into valuable documentation—without adding friction.
Step 2 – Centralization: Bringing It All Together in One Place
You can’t streamline internal operations if your docs are scattered across tools. A working KMS centralizes your knowledge base so everyone knows where to find help.
Siit connects to tools like Notion, Confluence, and Google Workspace, so you don’t have to migrate anything. Just plug your docs into Siit and organize them with tags, Saved Views, and filters.
From there, all documentation becomes accessible via Slack, Microsoft Teams, and Siit’s Self-Service Portal—no more hunting down links.
Step 3 – Structuring: Standardizing Articles for Consistency
You’ve captured the knowledge. Now you need to make it readable. Standard formatting is key—both for employee readability and IT admin efficiency.
Each article should follow a simple structure:
- What it is
- Who it’s for
- Step-by-step instructions
- Links to forms, tools, or related policies
With Siit, you can enforce structure through reusable templates and maintain consistency across departments using tools like the Rich Text Editor, Tags, and Response Templates. Clean structure = clean support.
Step 4 – Surfacing: Delivering Knowledge When and Where It’s Needed
The best part of a KMS? You don’t have to go looking for answers—they come to you.
With Siit:
- AI Article Suggestions pop up automatically as employees begin typing service requests from employees in Slack or Teams.
- Admins can share articles instantly in request threads with just a click.
- Self-service is embedded into workflows via bots and custom knowledge flows.
This ensures your documentation isn’t just sitting in a database—it’s actively driving faster resolutions.
Step 5 – Self-Service: Enabling Employees to Find Answers Themselves
Most employees prefer not to open a request if they don’t have to. They just need a clear path to find the right answers fast.
Siit makes that possible:
- The Self-Service Portal is a central hub for FAQs, policies, and onboarding guides.
- Slack and Teams bots guide users to relevant docs based on role, lifecycle, or request context.
- Tags and Saved Views make it easy to browse by department (e.g., HR, Finance, IT) or topic (e.g., onboarding, device setup).
This reduces the volume of service requests from employees and keeps teams moving without bottlenecks.
Step 6 – Feedback: Letting Users Improve the Content
You don’t just want to publish knowledge—you want to evolve it. A strong KMS has a built-in feedback loop so employees can flag confusing content or gaps.
With Siit:
- Articles include Was this helpful? feedback buttons.
- Employees can leave comments or reactions directly in Slack/Teams threads.
- Admins see which articles are being used, skipped, or downvoted—right inside Analytics & Reporting.
This keeps your content sharp, useful, and trusted.
Step 7 – Maintenance: Keeping Content Fresh
Old documentation is worse than no documentation. A solid KMS includes a lifecycle for every piece of knowledge.
Siit lets you:
- Assign article owners (by system, team, or topic)
- Set automated review cadences (quarterly, bi-annually)
- Trigger updates when usage drops or feedback suggests changes
Pair this with project management tools like ClickUp, Asana, or Monday via Siit’s integrations, and you can create tasks and reminders automatically.
Step 8 – Analytics: Measuring What’s Working (and What’s Not)
Here’s where most wikis fall flat: they don’t track anything.
A proper KMS should give you clear data on:
- Article usage (what’s popular, what’s ignored)
- Deflection rate (how many requests were avoided thanks to docs)
- Request resolution speed with vs. without documentation
- Knowledge gaps based on request patterns
Siit’s Analytics & Reporting dashboard makes this all visible. You don’t just guess what’s working—you know.
Knowledge That Works in Real Time
Think of a modern knowledge management system as more than just a place to store information—it actually makes your support operations stronger. With Siit, you can capture knowledge as it's being shared during real support chats.
Plus, it integrates with Slack and Teams in a way that automatically brings up the right documents exactly when people need them. It also sets up self-service options that make things smoother for everyone (and can even cut down on the number of requests coming in!).
And to top it off, you get insights that help you make every article and every interaction even better.
Sign up for a free trial and build a knowledge system that’s fast, flexible, and built for the way your team already works.
