Cross-team knowledge sharing: make what one team knows searchable by the others
Pravodha files every saved answer under a department, and people subscribe to as many departments as they choose.
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Three channels away
Engineering explains a billing edge case in its own channel, customer success learns the same edge case from clients.
Another meeting to compare notes.
of customer experience professionals and executives view silo mentality as the biggest obstacle to effective customer service (Salesforce).
One record, organized by department
- Every entry belongs to a department, chosen when the thread is saved.
- People subscribe to as many departments as they choose, so a product manager can follow engineering and customer success.
- A search returns the entries from the departments a person follows.
- Expertise badges show who colleagues recognize, whichever team they sit on.
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Screens show sample data.
Who feels the difference
Product managers.
Decision context is searchable. The reasoning behind prior product choices is preserved and attributed to the people who made them.
Customer-facing teams.
Answers engineering already gave are there to find.
Operations and finance.
Decisions explained in someone else's channel stay findable.
Questions about cross-team knowledge
What is a department in Pravodha?
Every saved entry is associated with a department, chosen when the thread is saved. Departments can be created by Admins based on how your company is organized.
How does a team see another team's entries?
By subscribing to that department. People can subscribe to as many departments as they choose.
Does every team need to use Pravodha?
Capture starts with whoever saves the thread. A saved entry is visible to anyone subscribed to its department.