Why Your Team Keeps Answering the Same Questions

On their first day, your new hire asks: "Where do I actually find the link to the ticketing system?" The team answers quickly: "It's in the wiki, just look it up."

They look it up. The wiki has plenty of articles, but none that explains where the ticketing system is, how to get access or how to use it at all. So they ask a colleague who has been around longer. That colleague isn't sure either, but knows someone with admin rights. Eventually it works out. By then your new hire has barely gotten anything done and several colleagues have been pulled away from their work.

And even when an article exists, it is often out of date. A wiki article only helps if its author checks it for accuracy at fixed intervals, for example every six months and after every change to the system. If that doesn't happen, your team keeps pointing to pages that describe how things worked three years ago.

With your own knowledge platform like NaviLearn, the answer gets written down once: where the ticketing system is, who grants permissions, which portal to request them in and what the first steps in the system look like. After that, every new hire simply types "ticketing system" into the search bar and finds the right article. Or they ask the AI chat directly: "How do I get access to the ticketing system?" The chat finds the right articles and delivers the answer right away, including the contact person and the link.

Your team no longer has to answer the same question for the tenth time. Your new hire doesn't have to search and can get started right away.

We're happy to show you what this looks like with your company's content in a demo.