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Next-generation knowledge management for B2B service

Cut through information overload by making it easier to access, author, and deliver knowledge. A new user experience streamlines authoring/creation processes so you can capture and deliver knowledge that service agents can use to quickly resolve customer issues. A unified and conversational activity feed works like familiar web and social media apps, proactively surfacing the most relevant information and reducing the time spent searching for answers.

Easy-to-find knowledge within a new user interface

Automatically surface knowledge without leaving the service request. Our natural language processing (NLP) engine proactively recommends and prominently displays the most relevant knowledge article—at the very top of the service request window. The new, modern user interface mimics familiar social and consumer apps, delivering consistent and precise service information where and when it’s needed most.

  • Onboard new customer service agents faster thanks to an intuitive, browser-based knowledge solution that can be personalized and customized for each user.
  • Make it easy for agents to share and link to a recommended knowledge article directly in the service request or through internal or customer-facing communications.
  • Connect knowledge with your internal help desk portal to provide employees with self-service capabilities for inquiries dealing with benefits, company policies, IT, and more.
  • Personalize the service agent experience by letting them bookmark their favorite knowledge articles and view recently published articles.
  • Reduce costs and increase customer satisfaction by providing customers with self-service capabilities that use context-based search and NLP through digital assistants/chatbots.
Easy-to-find knowledge within a new user interface

Learn more about Oracle Knowledge Management.

Simplify knowledge article creation by using a single workspace

Use customer-defined content templates to make it easier for authors to create new knowledge articles. Curate specific knowledge types, meet organizational needs, and configure metadata to surface the most relevant articles based on the inquiry. Empower authors to quickly and intuitively turn existing knowledge into easily accessible articles.

With our new knowledge capture capabilities, you can:

  • Optimize author productivity through the easy creation, modification, translation, and publishing of knowledge articles. Auto-save lets authors work at their own pace and makes sure that content is never lost during the creation process.
  • Ensure that knowledgebase content remains accurate, relevant, and up to date by assigning article review dates. Authors are automatically reminded within a consolidated activity stream about upcoming reviews.
  • Index new content updates within seconds to make sure knowledge articles provide the most up-to-date information.
  • Scale to support large volumes and file sizes of knowledge articles, without negatively impacting search speed.
Simplify knowledge article creation by using a single workspace

Learn more about Oracle Knowledge Management.

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Look at the newest innovations in Oracle Service, including knowledge capture, asynchronous chat, and more.

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See how you can monitor IoT-enabled solutions and intelligently route field service teams, all while enabling field technicians with effective tools and knowledge.

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Watch highlights from the latest Oracle Advertising and CX quarterly innovation update with Rob Tarkoff.

Quarterly innovation update

Explore the latest Oracle Advertising and CX innovations for advertising, marketing, sales, and service.

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