Capture, organize, manage, and make use of the knowledge and expertise inside your organization to solve employee and customer issues. Oracle Fusion Cloud Knowledge Management offers capabilities that help organizations better manage their knowledge, such as search and navigation features, powerful analytics, content management, and access control.
Create and publish articles covering processes, best practices, policies, procedures, and other relevant information to increase customer self-service rates and reduce incident handling time.
Accelerate knowledge article creation to support your customers, call center agents, and field service teams. Use predefined content templates, reuse content across articles, embed rich media, and enable or restrict access as needed.
Use predefined content templates to create articles, FAQs, technical support documents, and how-to guides. Embed videos, images, PDFs, Oracle Intelligent Advisor interviews and other rich media to help customers and service teams solve issues.
Enable approval workflows and set content expiration dates to ensure articles remain current and accurate. A full audit history and comprehensive version control enables content owners to review or rollback changes as needed.
Save time and reduce content maintenance effort by creating reusable articles that can be placed into multiple knowledge assets.
Enable agents and customers to discover optimal solutions and expedite case resolution. Enhance agent efficiency and elevate the customer self-service experience through machine learning¬–driven article recommendations.
Easily find answers with a smart search that understands your questions, making conversations more natural and relevant. Improve agent productivity and customer satisfaction with AI-powered article recommendations based on machine learning.
Explore various sources at once, including external knowledge, to get the information you need in one search. Filter and sort results by product attributes, making it simple to fine-tune your search.
Get to the right answers fast as full document index and deep analysis guide you directly to the solution. See key excerpts highlighted in documents, bringing answers front and center.
Ensure knowledge is readily accessible in every setting—whether it's any environment, page, app, channel, or device—placing it precisely where it's required, be it in a product, appliance, game console, service request, or mobile app.
Allow service agents to access knowledge within the service request. AI-driven article suggestions speed up issue resolution, enabling agents to bookmark preferred articles for sharing with customers and seamlessly link to recommended content.
With access to videos, technical schematics, how-to articles, product manuals and other assets, field service teams can discover answers onsite while helping customers.
Support knowledge in your internal help desk portal, providing employees with self-service capabilities for inquiries around benefits, company policies, IT, and more.
Provide global users with a seamless customer experience in various languages including article translation and language comparison. Easily translate articles across multiple touchpoints with side-by-side translation.
Reach more of your users in their native tongue with more than 33 supported languages.
Efficiently translate articles to make them available in other languages with side-by-side translation for easy navigation across multiple touchpoints.
Use cross-lingual search to enable global organizations to leverage knowledge assets in multiple languages.
Use prebuilt reports for insights into knowledge usage, customer interactions, resolution performance, and any content gaps in your knowledge repository.
Better understand the effectiveness of your knowledgebase. See which knowledge articles are used to solve customer incidents and which have the lowest or highest deflection rates.
Classify the most and least popular answers. Gain insight into the most- and least-used search terms.
Discover outdated content by tracking how knowledge is authored and published, learn which articles are most popular by usage, and discover bottlenecks.
Gain insights into the effectiveness of document revisions, updates, and re-approval processes.
Create custom reports quickly and easily with the drag-and-drop report builder. Leverage an assortment of prebuilt reports.
This rate can be attributed to unifying an existing Oracle-empowered knowledge management base for Oracle Digital Assistant to build from. This success, in combination with ease-of-use of the system, has resulted in handled chats increasing from 500 a month to more than 3,000 a month, all without placing additional stress on call center agents.
Easily capture and retain the knowledge from all of your most senior employees and share knowledge to improve employee onboarding, training, and overall job satisfaction.
Increase agent satisfaction, decrease agent turnover, and reduce incident handling time in your contact center by providing agents with easy access to the knowledge they need to do their jobs well.
Increase customer loyalty and advocacy with consistent, accurate, and findable knowledge content through digital, agent-assisted, and self-service channels.
Manage your operational costs while improving your service efficiency to meet your employees’ and customers’ needs.
Jodie Knox, Principal Product Manager, Knowledge Management, Oracle Advertising and CX
Your customers and service agents are outstanding resources. With a little planning and a few simple strategies, you can use their expertise to help you create new content and refresh your knowledgebase.Read the blog
Find best practices and useful resources that can help you make the most of your Advertising and CX products. Whether you’re a new customer or are looking for ways to optimize or expand your implementation, you can find what you need.
Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle Knowledge Management (for both B2B Service and B2C Service). You'll find all of these resources and more in the Oracle Help Center.
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Knowledge management is the cornerstone of great customer service because it improves your employee’s access to knowledge as well as their decision-making abilities. By consolidating in-house knowledge and making that expertise available to all employees, you are building a smarter customer-facing workforce that can provide answers and make informed decisions to improve customer service and support. Great customer service is a competitive differentiator that promotes customer loyalty and advocacy.