6. True or false? Implementing a knowledge management or self-service system will always require hiring more employees.
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.
This was first published in November 2006