Key Takeaways
AI Assistant Base App for Employee Support gives employees one unified application for all workplace needs. HR benefits questions. IT device help. Policy guidance. Facility requests. Company information. Instead of maintaining separate HR portal, IT knowledge base, policy wiki, and multiple communication channels, employees ask questions. Search documentation. Browse resources. Escalate issues with workplace context preserved. MatrixFlows eliminates employee support fragmentation by bringing AI conversations and complete workplace knowledge into one application.
Key benefits:
- Complete Workplace Application: AI assistant plus HR knowledge base, IT guides, company policies, benefit procedures, facility resources, department contacts in one system
- Multiple Discovery Methods: Employees ask AI questions, search workplace documentation, browse HR/IT/policy categories, watch tutorial videos
- Example Outcome: Some organizations report 50% reduction in support inquiries - from 800 monthly to 400 through AI handling routine questions
- Connected Workplace Resources: AI conversations reference HR articles, IT guides, policy documents from same employee knowledge foundation
- Getting Started: Create free workspace with unlimited collaboration, organize workplace knowledge, deploy complete application in 3 days
💡 Quick Answer: AI Assistant Base App for Employee Support combines conversational AI with complete workplace knowledge base. Employees solve HR, IT, policy, and facility issues through conversation or self-service documentation.
⚡ Bottom Line: Instead of separate HR portal, IT knowledge base, policy wiki, and communication channels, get one application where AI and searchable workplace documentation work together.
AI Assistant Base App for Employee Support (Live, Deployable)
This is an interactive system you can deploy today — not a static template.
The AI Assistant Base App for Employee Support application is built on the MatrixFlows platform and runs inside your MatrixFlows workspace alongside other apps and workflows. The AI Assistant Base App is a live, browser-based system that employees use to get workplace help. While support teams coordinate responses across departments. Teams access it through employees.company.com, embed in existing intranets, or integrate with Slack and Teams.
Deployment:
- Launch quickly using pre-built employee support templates
- Customize knowledge organization, AI behavior, and escalation workflows without coding
- Free workspace includes unlimited support team collaboration across HR, IT, facilities, and admin
What's included:
- Employee-facing interface with AI assistant and searchable workplace knowledge
- Automated routing to appropriate departments based on question type
- Cross-departmental collaboration through Conversations Inbox
- Analytics tracking showing complete employee journey from question to resolution
The application runs in your MatrixFlows workspace. Integrates with existing HR, IT, and enterprise systems.
Why companies need complete employee support applications
Complete employee support applications provide employees one place for all workplace needs. Without maintaining separate systems for HR, IT, policies, and procedures. Here's what changes:
Give Employees One Place for All Workplace Questions
Employee needs health insurance details for doctor appointment. Opens employee app. Asks AI about dental coverage. AI responds with coverage details and links to benefits guide.
Same app, employee searches for laptop VPN setup. Finds IT guide. Watches VPN tutorial video.
Once deployed, employee checks remote work policy in same application. Searches "work from home." Finds policy document. All workplace needs met through one application. Instead of navigating three separate departmental systems.
Organize Complete Workplace Documentation
HR benefits guides, IT device procedures, company policies, facility information, department contacts, onboarding guides, compliance training, expense procedures, time-off policies, org charts all searchable in one place.
In the running system, employee searches "expense reimbursement" in app. Gets expense policy, reimbursement form, submission deadline, approval workflow, expense system login link.
AI-powered search finds all expense-related resources. Regardless of which department owns documentation.
Connect AI Conversations to Complete Workplace Knowledge
AI doesn't just answer questions. It references actual workplace documentation across all departments. Employee asks "how many vacation days do I get?" AI responds with PTO policy for their tenure. Links to PTO accrual guide, time-off request procedure, holiday calendar.
The deployed application handles follow-up questions seamlessly. Employee asks about IT equipment for home office. AI switches context: "For remote work equipment, you can request laptop, monitor, keyboard through IT asset request form. Here's the process."
Same conversation interface handles HR, IT, and policy questions.
Preserve Context When Escalating Across Departments
Employee tries troubleshooting laptop issue from IT guides. Still stuck. Creates IT ticket from app. Ticket includes laptop problem description, IT articles read, troubleshooting attempted.
Organizations using the live app see support teams receive relevant context. Without employee repeating information. Later same week, employee has benefits question AI can't answer. Creates HR case from same app. With benefits question, employee's current enrollment, AI conversation history.
Why separate workplace systems fail employees
Companies struggle with employee support efficiency. Because workplace resources fragment across multiple systems. HR portal on one platform. IT knowledge base somewhere else. Policies in SharePoint. Procedures in different wiki. Company directory in another tool.
Employees can't remember which system has which information. Support teams maintain multiple platforms requiring updates across tools. Context gets lost between departments when employees escalate issues.
Three biggest problems with fragmented workplace systems:
1. Employees Can't Find Workplace Information
Employee needs to check PTO balance before booking flight. Goes to HR portal with expired login. Resets password. Logs in. Finds PTO shown in days but needs hours for half-day requests.
Searches for PTO policy. Not in HR portal. Checks internal wiki. Searches "PTO policy." Finds multiple versions from different years.
Business Impact: Example outcome: 30-40% of employees waste 2-3 hours monthly navigating separate workplace systems. For basic information. For companies with 500 employees, that represents 1,000-1,500 hours monthly. In lost productivity from searching across disconnected systems. Equivalent to $40-60K monthly in wasted time.
2. Workplace Knowledge Exists But Access Creates Barriers
Company maintains comprehensive documentation across multiple platforms. With different access controls. New employees can't access certain systems until IT provisions accounts. Remote employees can't reach office-network-only resources. Contractors lack permissions for internal wikis.
Business Impact: Support teams spend 20-30 hours weekly answering questions about information. Employees theoretically could access. But can't navigate systems to find. Time goes to information access issues. Versus actual complex problems requiring expertise. Represents $30-45K annually per support team member. In wasted time on access problems.
3. Support Inquiries Lack Context About Employee's Complete Journey
Employee tries solving laptop problem through IT knowledge base. Doesn't work. Emails IT support. Later that day, contacts HR about benefits enrollment deadline. Two separate inquiries with no connection.
IT doesn't know employee also has HR question. HR doesn't know employee having IT issues.
Business Impact: Inquiries without cross-departmental context and troubleshooting history require 40-50% more back-and-forth. Support teams spend 5-8 minutes per inquiry asking "what have you already tried?" versus starting with solutions. Across 800 monthly inquiries, represents 70-100 wasted hours monthly. Or $3,500-5,000 in support time.
How complete employee application solves system fragmentation
Here's how the application behaves once deployed:
AI Assistant Base App for Employee Support gives employees one unified application. Containing everything they need for workplace support. AI assistant for all questions. Searchable knowledge base covering HR, IT, policies, procedures. Video tutorials. Resource directories. Escalation forms routing to appropriate departments.
Complete Workplace Application in One Interface
Employees access single app from company intranet, Slack, Teams, or mobile. Application shows AI assistant chat, unified search, workplace categories (HR, IT, Policies, Facilities, Company Info), featured resources, department contacts.
Everything employees need for workplace support in one interface.
AI Assistant Handles Questions Across All Departments
Employee types "I need to reset my password and also check my 401k match." AI responds: "I'll help with both. For password reset, I'll send verification code to your phone ending in 4523. Ready? Once that's done, I'll answer your 401k question."
Once deployed, system handles password reset flow. Then responds: "Your 401k match is 50% up to 6% of salary. Contribute 6% to get full 3% company match. Want to see how to change your contribution?"
One conversation handles IT and HR seamlessly. Instead of two separate support channels.
Searchable Knowledge Base With Cross-Departmental Results
Employee searches "working from home" in app. Results show cross-departmental information: Remote Work Policy from HR, VPN Setup Guide from IT, Home Office Equipment Request Form from Facilities, Remote Work Best Practices from Company Resources, WFH Expense Reimbursement from Finance.
In the running application, one search returns everything related to remote work. Across all departments. Employee finds complete information. Without knowing which department owns what.
Department-Specific Escalation With Complete Context
Employee tries IT troubleshooting for laptop. Still broken. Clicks "Create IT Ticket" in app. Form pre-filled with laptop issue description. IT guides read. Troubleshooting attempted. Device details. IT team gets complete context.
The deployed system preserves employee journey across departments. Later that week, employee has complex benefits question. After reading benefits guide. Clicks "Ask HR Specialist" in app.
HR case includes benefits question. Employee's enrollment status. Benefits articles viewed. AI conversation. Each department receives relevant context for their specialty. While seeing employee used self-service first.
What's included in AI Assistant Base App for Employee Support
Complete application ready to deploy once you add your workplace knowledge. Everything employees need for workplace support - all organized from your knowledge foundation.
Matrix: Workplace Knowledge Foundation
Organize unlimited workplace content in flexible structures:
- HR Knowledge Base: Benefits guides, leave policies, compensation info, performance review procedures, career development resources, HR forms organized by employee needs
- IT Support Resources: Device troubleshooting guides, software procedures, VPN setup, password management, equipment requests, IT policies accessible through natural language search
- Company Policies: Remote work, expense reimbursement, code of conduct, security policies, acceptable use, compliance requirements searchable by situation
- Facility Information: Office locations, building access, parking, mail/shipping, conference room booking, facility requests organized by location
- Department Directory: Org charts, team contacts, manager information, HR business partners, IT support channels, facility coordinators with role-based access
- Onboarding Resources: New hire checklists, first-day guides, benefits enrollment help, system access procedures, training materials for seamless integration
- Tutorial Video Library: Benefits enrollment videos, IT setup tutorials, policy explanations, procedure walkthroughs organized by category and searchability
- Request Forms: Time-off requests, equipment requisitions, expense reports, facility issues, HR cases with intelligent routing to appropriate teams
Flows: Unified Employee Interface
Pre-built application combining AI assistance with workplace knowledge:
Main capabilities:
- Conversational AI Assistant handling multi-turn conversations answering HR benefits, IT device, policy, procedure, facility questions using your complete workplace documentation
- Cross-Departmental Search returning HR guides, IT procedures, policies, facility info, company resources from single query
- Category Browsing organizing workplace resources by HR, IT, Policies, Facilities, Company Info so employees explore by department when preferred
- Featured Resources highlighting frequently needed guides, seasonal information, new policies, important announcements on application homepage
- Video Tutorial Integration embedding instructional videos throughout knowledge base so employees watch procedures alongside written documentation
- Smart Recommendations suggesting related resources based on current article, search history, employee role for connected discovery
- Department Escalation Forms creating IT tickets, HR cases, facility requests with context-aware forms routing to appropriate teams automatically
- Mobile Responsive Design accessing complete workplace support from any device so remote and field employees get help anywhere
Integrated Experience: AI answers questions, search finds documentation, categories guide exploration, escalation preserves context - everything works together from one foundation
Deployment Options: employees.company.com, embedded in existing intranet, Slack integration, Teams integration
Inbox: Cross-Departmental Coordination
Manage support team collaboration and employee escalations:
- Internal Collaboration: Support teams across HR, IT, facilities, admin discuss improvements, share best practices, coordinate cross-departmental issues
- Department-Specific Queues: HR team sees benefits and policy cases, IT support sees device and software issues, facilities sees building and equipment requests
- Complete Employee Context: Every escalation includes AI conversation, articles viewed across departments, troubleshooting attempted, employee details
- Cross-Functional Cases: Collaborate on issues spanning multiple departments without email threads or separate communication channels
AI & Automations
Intelligence layer powering all capabilities:
- Natural Language Understanding: Recognize employee questions about HR, IT, policies, facilities regardless of phrasing or terminology
- Cross-Departmental Responses: Provide accurate answers using relevant knowledge whether HR benefits, IT procedures, company policies, or facility information
- Contextual Follow-Ups: Handle multi-turn conversations switching seamlessly between HR, IT, policy topics in same discussion
- Intelligent Search: Return relevant results across all departments understanding employee intent from natural language queries
- Smart Content Recommendations: Suggest related resources based on current article, search history, employee role connecting information automatically
- Escalation Routing: Determine appropriate department from question type and route to HR, IT, facilities, or admin teams
- Gap Identification: Flag frequently asked questions without good documentation across all departments for knowledge improvement
- Usage Analytics: Track which HR guides, IT procedures, policies employees use versus what gets ignored for content optimization
📚 Learn more: Employee Enablement & Support | HR Teams | IT Teams | Digital Experience Applications
How MatrixFlows makes AI Assistant Base App for Employee Support work
This is how the live system works under the hood:
MatrixFlows gives you four integrated components to build complete employee app: Matrix organizes all workplace knowledge across departments. Flows creates unified employee interface. AI powers conversations and intelligent search. Inbox routes escalations to appropriate teams.
Everything connects so employees have one place for all workplace needs. While support teams manage from unified system.
Organize complete workplace knowledge foundation in Matrix
Start with Matrix where all support teams organize employee-facing resources. HR team adds benefits guides, leave policies, performance procedures. IT team creates device troubleshooting, software guides, network documentation.
Facilities team adds building info, access procedures, resource requests. Admin team stores company policies, expense procedures, compliance requirements.
Organize by Department or Topic: HR Resources, IT Support, Company Policies, Facilities, Employee Life (onboarding, career, offboarding). Within each section, structure by specific needs.
HR Resources → Benefits → Health Insurance → Plans, Enrollment, Claims. Your structure matches how employees think about workplace needs. Instead of internal org chart.
Your entire support organization contributes to unified foundation. HR team documents benefits and policies. IT team creates technical guides. Facilities manages building resources. Admin handles procedures. Finance adds expense policies.
Each team maintains their specialty knowledge in one shared system. Without access restrictions or per-user fees.
Multi-location companies create location-specific sections. Different offices with different policies, local resources, and teams. Employees see relevant workplace information for their location automatically. Through intelligent filtering.
Build unified employee application in Flows
Use Flows to turn workplace knowledge into comprehensive employee application. Start with Employee Support Base App template. Customize homepage showing AI chat, search, and workplace categories.
Design category pages for HR, IT, Policies, Facilities. Configure AI assistant to handle cross-departmental questions. Set up escalation forms routing to appropriate teams. Create employee directory and org charts.
Deploy as standalone employee portal or embed in existing intranet. Both deployment options work. Employees access from wherever they work. On desktop browsers, mobile devices, tablets. For field employees and remote workers.
The deployed application updates workplace documentation instantly. Without redeployment. New benefits option added? Update guide appears immediately. IT procedure changed? Edit article and employees see current version.
Policy updated? Change document and next search finds updated policy. Without application deployments or change notifications.
Support teams without developers control everything. Using visual tools. Add HR articles. Upload IT videos. Update policies. Organize categories. Configure AI responses. Design escalation workflows. All through visual interface. Without specialized expertise.
Power conversations and search across all departments with AI
AI serves two critical functions in employee application. First, conversational AI answers employee questions across all workplace topics. Through chat. Second, AI-powered search helps employees find documentation across departments. Using natural language.
Conversational AI reads your complete workplace knowledge. HR benefits guides, IT procedures, company policies, facility information, onboarding resources. When employee asks question, AI provides answer. References specific documentation.
"Your health insurance covers annual physicals at 100% with in-network providers. Here's the provider directory and coverage summary. Have questions about specific services?" Handles complete benefits conversation.
Then employee asks: "How do I set up VPN?" AI switches to IT context: "Here's VPN setup for Windows laptops. Let me know if you run into issues during installation." One AI handles all workplace topics seamlessly.
AI-powered search understands employee intent across departments. Employee searches "I'm moving to Austin." AI recognizes relocation scenario. Returns Austin office address and directions, parking info, local HR contact, address change form, expense policy for moving costs, Austin team contacts, building access procedures.
Cross-departmental results for complete employee situation. Instead of requiring separate searches in departmental systems.
In the running system, automated recommendations work based on employee context and behavior. Employee reads parental leave policy? AI suggests short-term disability info, benefits continuation guide, return-to-work resources.
Employee views IT laptop guide? AI recommends VPN setup, software installation procedures, hardware troubleshooting. Connecting related resources across departments.
Route escalations to appropriate support teams in Inbox
When employees escalate from application, requests flow into Inbox. Organized by specialty. HR team sees benefits and policy cases. IT support sees device and software issues. Facilities sees building and equipment requests.
Each team works relevant inquiries. With complete employee troubleshooting context and self-service attempts.
Support teams collaborate on cross-departmental issues. Within unified system. Employee inquiry involves both HR and IT (benefits system access issue)? HR and IT teams collaborate in same case thread.
Employee needs policy clarification from management? HR escalates within Inbox to leadership. Without email threads or separate communication channels.
Organizations running this application see every escalation improve employee app automatically. Multiple employees escalating same question reveals documentation gap. Team creates better resource. Or identifies actual system problem.
Future employees find solution through application. With escalations decreasing as workplace knowledge coverage expands. From actual employee needs.
Example: Ten employees contact support about new expense system access in one week. Current documentation explains expense policy. But not system access.
Cross-functional team creates "Expense System Quick Start Guide" with login instructions, navigation overview, submission steps. Adds prominent link from expense policy article. AI starts suggesting quick start guide when employees mention expenses.
Future expense system inquiries drop from 10 weekly to 1-2. Through clear access documentation.
The Enablement Loop
Traditional workplace portals stay static month after month. Organizations using this system see continuous improvement.
Organize → Support teams create knowledge in Matrix covering HR guides, IT procedures, policies, resources across all departments
Deploy → Knowledge powers application through Flows with AI assistant and intelligent search connecting employees to solutions
Support → Employees solve issues through AI and knowledge base while system tracks what works and what causes escalations
Improve → Escalation patterns reveal gaps, effective content gets expanded, missing resources get created automatically
In the first few weeks: 30-40% of employee inquiries resolve through application without support team involvement
By month 2-3: Higher self-resolution after filling knowledge gaps identified by escalation patterns and search analytics
Over time: Most employees solve workplace issues through AI and knowledge base without contacting support
Long-term: High self-resolution rate with mature workplace knowledge base covering all common employee needs
This works because the deployed application connects AI, knowledge base, and departmental escalation in one system. Companies using separate HR portal, IT knowledge tool, policy storage, and ticketing systems can't track which gaps cause escalations. Across departments.
Employee journey fragments preventing automatic improvement.
MatrixFlows builds improvement into employee application. Escalations reveal content needs across all departments. Teams fill gaps. Better knowledge increases self-resolution. Higher self-resolution frees support teams for strategic work. Cycle continues automatically.
💡 Complete Application vs Departmental Systems:
Traditional approach uses separate HR portal, IT knowledge system, policy storage, directory, and intranet. Employees navigate multiple systems. Support teams maintain multiple tools. Same employee issue fragments across platforms preventing visibility into complete workplace journey.
MatrixFlows provides one application with AI assistant, HR knowledge, IT guides, policies, facility info, directory, and resources. Update content once and it appears everywhere automatically. Complete analytics show full employee path from question to resolution including AI chats, searches, articles viewed, department escalations.
🎯 Why MatrixFlows Is Different:
- Complete employee application - not just HR portal or IT knowledge base but everything employees need
- Cross-departmental AI - intelligent assistant handles HR, IT, policy, facility questions in same conversation
- Unified workplace search - search once, find resources across all departments and topics
- Connected employee journey - see complete path from question through self-service to escalation
- Unlimited cross-team collaboration - HR, IT, facilities, admin all contribute without per-user fees
Implementation timeline
Deploy complete employee application in 3-5 days:
Simple implementations launch in 3 days with template and existing documentation. Medium complexity takes 1 week for multi-departmental content organization and workflow configuration. Complex implementations with approval workflows and system integrations complete within 2 weeks.
Your support teams handle configuration using visual tools. Import existing HR documentation, IT knowledge, policies, procedures from various systems. Upload tutorial video libraries. Organize cross-departmental categories.
Configure AI assistant behavior for different topics. Set up escalation routing to appropriate teams.
📚 Learn more: Matrix Knowledge Foundation | Flows Application Builder | Inbox Collaboration | AI & Automations
Results you can expect from AI Assistant Base App for Employee Support
Teams using the application in production see these outcomes:
Most companies see reduction in cross-departmental support inquiries within weeks. Of deploying complete employee application. Here's what typically improves:
For Employees Needing Workplace Support
- One Place for Everything: Access HR benefits, IT help, policies, facility info, company resources in one application - without deciding which system has information
- Multiple Problem-Solving Methods: Ask AI questions, search knowledge base, browse HR/IT/policy categories, watch tutorials - using preferred workplace support approach
- Connected Experience: Move seamlessly from HR conversation to IT troubleshooting to policy lookup - with everything working together naturally
For Support Teams Across Departments
- Example Self-Resolution: Some organizations see 40-60% of employee inquiries resolve - through combination of AI and knowledge base
- Better Escalation Context: See complete employee journey including AI conversations, articles read across departments, troubleshooting attempted - before escalation
- Example Inquiry Reduction: Some teams report 30-50% fewer inquiries - from better workplace documentation access and AI handling routine questions
For Support Leadership
- Unified Analytics: See which HR guides, IT procedures, policies employees use versus what gets ignored - across complete application
- Faster Content ROI: New documentation appears immediately and gets indexed in cross-departmental search - providing immediate impact from knowledge creation
- Lower Total Support Costs: Maintain one application instead of separate HR portal, IT knowledge base, policy wiki, intranet
📊 Example Scenario: One company reported 45% reduction in cross-departmental support inquiries within 60 days
⏱️ Common Outcome: Support teams save 40-60 hours weekly maintaining one application versus scattered documentation across departmental systems
💰 Example Impact: Some organizations save $60-90K annually in support costs through higher self-resolution from comprehensive, unified employee application
How MatrixFlows AI Assistant Base App compares to Workday, ServiceNow ESM, and Microsoft Viva
Here's how this deployable system compares to alternatives:
Most companies compare complete employee applications based on cross-departmental coverage. And deployment simplicity. Here's how MatrixFlows differs from Workday, ServiceNow ESM, and Microsoft Viva.
MatrixFlows vs Workday
Workday provides comprehensive HRIS platform with employee self-service portal. Handling HR processes, benefits, payroll, time tracking. However, Workday focuses primarily on HR. Doesn't include IT support resources, policies, or facility information in employee portal.
Implementation takes many months with consultants.
MatrixFlows Employee Application unifies HR, IT, policies, facilities, and company resources. In one system from day one. Employees don't separate "HR questions" from "IT questions" - they just need workplace help.
Deploy in 3-5 days using template. Versus lengthy Workday implementation.
Choose MatrixFlows when employees need everything, not just HR portal. Best for companies wanting complete workplace support. Without HRIS-only limitation.
MatrixFlows vs ServiceNow
ServiceNow ESM (Employee Service Management) provides multi-departmental service portal. With AI chatbot handling HR cases, IT support, facilities requests. However, ServiceNow requires expertise to configure and maintain.
Implementation takes months with consultants. Virtual Agent primarily routes tickets. Versus actually resolving employee questions.
MatrixFlows Employee Application integrates AI assistant with knowledge base. In unified experience employees access directly. AI doesn't just route - it resolves.
Deploy in 3-5 days versus months implementation. Support teams configure directly. Without consultants.
Choose MatrixFlows when you need comprehensive employee self-service. Without ServiceNow complexity. Best for companies wanting employee application. That support teams manage independently.
MatrixFlows vs Microsoft Viva
Microsoft Viva provides employee experience platform integrated with Microsoft 365. Viva Connections, Viva Learning, Viva Topics, Viva Engage work together for employee portal.
However, Viva requires Microsoft 365 enterprise licenses. Viva focuses on Microsoft ecosystem integration. Less suitable for companies using Google Workspace or other platforms.
MatrixFlows Employee Application works independently of platform choices. Doesn't require Microsoft 365, Google Workspace, or specific tech stack. Cross-platform deployment in Slack, Teams, web, mobile. AI included without separate licensing.
Choose MatrixFlows when you need workplace support without Microsoft dependencies. Best for companies wanting platform-agnostic employee application. At accessible pricing.
The biggest difference: Workday focuses on HR processes with employee portal as feature. ServiceNow on enterprise service management requiring consultants. Viva on Microsoft 365 integration.
MatrixFlows prioritizes complete employee workplace support. Unifying HR, IT, policies, and resources. In one accessible application.
Create your AI Assistant Base App for Employee Support today
Stop maintaining separate HR portal, IT knowledge base, policy wiki, and communication channels. That fragment employee workplace support.
AI Assistant Base App for Employee Support gives companies one system. Where employees get AI conversations, HR resources, IT guides, policies, and facility information.
Free workspace includes:
- Unlimited collaboration for entire support organization
- Complete workplace knowledge organization across all departments
- Application design and customization tools
- AI assistant configuration for cross-departmental questions
Paid plans based on company size when ready.
🚀 Start Today: Deploy complete employee application and reduce inquiries 40-60%
⏰ Quick Setup: Launch comprehensive workplace support in 3-5 days
💡 No Cost to Start: Free workspace for unlimited support teams includes complete knowledge management