Knowledge2Teams Skill

Overview

Why is this Skill Needed?

Knowledge articles should be one-click away for the users. Most of the time knowledge articles are rarely used because users have to open another app. And users like to stay and work with an application that is always open like MS Teams. This is exactly what USU offers with its Knowledge Center linked to MS Teams.

What is the Problem?

The Knowledge Center provides a perfect environment to create knowledge articles that end users can simply access. However, in real life, users rather start an internet search than to access the Knowledge Center. Users want to stay in their usual environment which is mostly Microsoft Teams. Users work, communicate, and plan within this platform. Now all that’s missing is the support through knowledge.

The Solution

Knowledge articles are written once and can be made available to users in MS Teams which is possible with Knowledge2Teams. Knowledge2teams is a skill that integrates MS Teams with USU´s Knowledge Center. With this interface, knowledge articles can be maintained in USU Knowledge Center and users can simply use MS Teams to ask and search for the right knowledge article. The BOT of USU Knowledge Center integrates as well with MS Teams and end users can easily specify the article they are looking for. Knowledge can be shared without having to switch between applications. Simple questions can receive answers from the Knowledge Center or even from ChatGPT.

Advantages

As a user, I can easily search within Teams and access the Knowledge Management data. The customer can stay within the familiar platform (Teams) and still access the knowledge of the K-Center and, if needed, use ChatGPT without dealing with complicated queries. Even if the customer operates internationally, this is no problem. The skill can easily switch from German to English and vice versa. Additional languages can be integrated upon request for an extra charge, provided that the knowledge in the K-Center is available in multiple languages.