一种面向电力营销服务人员的知识库设计  

A kind of knowledge base design oriented to electricity marketing service personnel

作　　者：王元凯 陈烨洪 许小卉 WANG Yuan-kai;CHEN Ye-hong;XU Xiao-hui(State Grid Ningbo Power Supply Company,Ningbo 315040,China;State Grid Shaoxing Power Supply Company,Shaoxing 312000,China;State Grid Jiaxing Power Supply Company,Jiaxing 3124000,China)

机构地区：[1]国网宁波供电公司,浙江宁波315040 [2]国网绍兴供电公司,浙江绍兴312000 [3]国网嘉兴供电公司,浙江嘉兴314000

出　　处：《电力需求侧管理》2018年第6期56-58,共3页Power Demand Side Management

基　　金：国网浙江省电力有限公司科技项目"营销客户标签体系建设关键技术研究"(5211DS16002C)

摘　　要：现阶段营销业务知识具有数量庞大、更新频繁的特点,需要一个专门的知识库来协助一线人员的日常工作。构建了一个开放的知识论坛,人人参与知识的互动讨论。专家定期发起采编流程,将优秀的问答固化,形成论坛知识库;建立了一个强大的知识搜索引擎,对知识论坛、95598知识库、论坛知识库、协同办公系统内的知识进行统一搜索展示;建立了知识库日常运维机制、激励机制来辅助管理。知识库在浙江的应用取得了良好的成效。At present,marketing business knowledge is char-acterized by large quantity and frequent update,which needs a spe-cialized knowledge base to assist the daily work of front-line opera-tors.An open knowledge forum is established for people to partici-pate in interactive discussion.Firstly,experts regularly initiate the gathering and editing process,solidify excellent questions and an-swers,and form forum knowledge base;Secondly,a powerful knowl-edge search engine is built to unified search and display the knowl-edge forum,95598 knowledge base,forum knowledge base,and the knowledge in collaborative office system;Lastly,daily opera-tions and incentive mechanism of knowledge base are established for auxiliary management.The application of knowledge base in Zhejiang has got good results.

关 键 词：电力营销 客户服务 知识库 知识论坛 知识采编 

分 类 号：F407.61[经济管理—产业经济]