Setting up effective knowledge management in Atomicwork is the first step to making sure that your employees can quickly find the information they need. This guide will walk you through the steps to define communication channels, workspaces, knowledge, and connect your knowledge sources, so the Assistant can provide accurate and helpful responses.

The first step in setting up knowledge management is to define how your teams will interact with the Assistant. Atomicwork allows you to connect MS Teams or Slack as the primary communication channel, and for workspaces that require it, you can also set up email forwarding.

If any of your service teams prefer to use email as a communication channel, you can set up email forwarding. However, email as a channel is only available at the workspace level, meaning it must be configured separately for each workspace.

Before adding your knowledge, configure organisation-wide Assistant settings in Settings > Assistant. These settings define how Atom interprets and responds to queries across all workspaces.

Workspaces in Atomicwork help you organize your teams and their knowledge sources. By defining workspaces, you can ensure that the right information from the right teams is available to your employees.

Start by creating workspaces for each team or department. This will allow you to segment knowledge according to the needs of each group. For example, you might create separate workspaces for IT, HR, and Finance, each with its own set of relevant knowledge sources and knowledge.

Within each workspace, create broad topics to help Atom understand context and retrieve information faster.

For an IT workspace:

Avoid over-categorising. “Microsoft Office Support” works better than separate topics for Word, Excel, and PowerPoint—it’s easier to maintain and just as effective.

Once workspaces are defined, the next step is to categorize the knowledge within those workspaces by adding relevant knowledge. This helps Atom provide more accurate answers by understanding the context of the queries it receives.

Knowledge helps Atom categorize and retrieve the correct information quickly. For example, in the IT workspace, knowledge could include Password Resets, Software Installation, IT Policies, and Network Issues. In the HR workspace, you might have knowledge like Leave Policies, Employee Benefits, and Onboarding.

You can also define the audience for content you add. When you specify a segment, the Assistant will provide answers from the content (or document) only to the employees in the segment.

To provide accurate answers, Atom needs to be connected to the right knowledge sources. Atomicwork allows you to link to various external platforms, upload documents, and add URLs directly.

Linking to knowledge management apps: Connect your workspaces to knowledge sources like Notion, SharePoint, or Confluence. This allows the Assistant to pull up-to-date information directly from these platforms. It will relearn the content from these sources every few hours to stay updated.

So if your IT department uses Confluence for documentation, you can link Confluence to the IT workspace so the Assistant can provide answers directly from that source.

Uploading documents: In addition to external platforms, you can directly upload important documents. For example, you can upload the employee handbook or a PPT detailing the leave benefits to the HR workspace.

You can upload files with any of the following extensions:
PPTX, PPT, XLS, XLSX, CSV, TSV, DOC, DOCX, ODT, PDF, RTF, TXT, MD, HTML, HTM, XML, JSON, YML, and YAML.

Adding URLs: You can also add relevant URLs to each workspace. As with the knowledge management apps, the Assistant will relearn the content in URLs every few hours to stay updated. For example, you can add a URL link to the company’s VPN access guide in the IT workspace.

Verified answers are pre-approved responses that Atom can use to ensure accuracy and consistency across all responses. You can set up verified answers for frequently asked questions with single correct answers. Ensure these answers are carefully reviewed and approved by subject matter experts within each workspace.

For example, you might create a verified answer for the question, How do I connect to the company VPN? that provides step-by-step instructions specific to your organization’s processes.

By following these steps, you’ll have a solid foundation for knowledge management in Atomicwork. This setup ensures the Assistant delivers accurate, contextually relevant information to your teams, boosting efficiency and reducing time spent searching for answers.