[Term of the Day]: Subject Matter Expert

Term of the Day

“Subject Matter Expert”

Definition — What is SME?

The Subject Matter Expert also referred to as "SME", an individual who is highly knowledgeable in a pertinent field within the organization. SMEs are in high demand in organizations, they provide technical advice on process designs and product specifications, they work either as external consultants or internal staff. SME's play a vital role in different working sectors like BPO's, HelpDesk, Human Resource Management, Health Care, Information Technology, and Marketing.

One of the interesting questions involved in identifying subject matter experts is in quantifying lifetime knowledge or career experience. In a helpdesk environment or ticketing sector, SME's play significant roles in building a knowledge base. They create solution articles, which will be a useful repository for both technicians and end-users. They are responsible for reviewing, approving, and maintain high-quality solutions articles in the knowledge base.

ServiceDesk Plus offers an in-built Knowledgebase tool with the finest features needed for SMEs.