Unified Knowledge Base Design for WalkMe DAP, WalkMe Learning Arc, and WalkMe AI

1. Design Objective

Design a single, governed knowledge system that:

• Serves as the authoritative source of truth
• Drives consistent guidance across in-app execution, structured learning, and AI

• Scales across transformations (SAP S/4HANA, Salesforce, ServiceNow, AI)

The knowledge base is process-centric, not content-centric.

2. Logical Architecture Overview

• Core principle: Knowledge is designed once, then rendered differently by DAP, Learning Arc, and AI.

3. Layer 1: Business & Process Layer

This layer defines what is true, regardless of tools.

Components

• Business outcomes (KPIs, value drivers)

• End-to-end processes

• Roles and responsibilities

• Policies and compliance rules

Ownership

• Process Owners

• Functional Leaders

• Transformation Office

4. Layer 2: Knowledge Object Layer

This is the heart of the design. All knowledge is stored and governed as structured objects.

Core knowledge objects

These objects are tool-agnostic and AI-readable.

5. Layer 3: Delivery & Experience Mapping

Each delivery surface consumes the same objects, but at different depths.

WalkMe DAP

• Primary object: Task

• Uses:

  • System context

  • Step-level execution guidance

  • Validation and error prevention

Design rule: DAP never introduces new process logic—only executes approved tasks.

WalkMe Learning Arc

• Primary objects: Role, Process, Outcome

• Uses:

  • Role-based journeys

  • Process overviews

  • Curated task enablement

Design rule: Learning Arc reflects the official process taxonomy.

WalkMe AI

• Primary objects: Task, Decision, Policy

• Uses:

  • Structured knowledge

  • Governed terminology

  • Context from DAP and Learning Arc

Design rule: AI answers must map back to a known object.

6. Knowledge Hierarchy (Recommended)

This hierarchy enables:

• Traceability

• Governance

• Consistent analytics

7. Learning Arc as the Knowledge Index

Best practice

Use Learning Arc as the visible index of the knowledge base.

Learning Arc should:

• Mirror the process hierarchy

• Expose role-based entry points

• Link directly to DAP execution and AI assistance

DAP and AI should feel embedded, not separate systems.

8. Naming & Taxonomy Standards

Required standards

• One process name globally

• One task name per action

• Business language first, system language second

Example:

• Correct: “Create Sales Order”

• Avoid: “VA01 Entry”

9. Governance Model

Minimum governance roles

• Knowledge Owner (Process)

• Enablement Translator (WalkMe)

• AI Steward

• WalkMe Platform Admin

Lifecycle controls

• Versioning aligned to system releases

• Review at Fit-to-Standard, Go-Live, and Releases

• Retirement of obsolete knowledge objects

10. Measurement & Feedback Loop

Measure knowledge effectiveness, not content volume.

Recommended KPIs

• Task success rate

• Time-to-proficiency

• Error reduction

• AI answer confidence

• Support ticket deflection

Use analytics to refine the knowledge base—not to add more content.