Provide customer service organizations with consistent, accurate, and searchable knowledge content through digital, agent-assisted, and self-service channels. The solution offers customers and agents natural language processing search, analytics about the content being used, and authoring and publishing tools so service organizations can help customers find solutions to their problems more quickly.
Increase customer loyalty and satisfaction by delivering easy access to accurate answers to customers’ questions. Increase agent satisfaction, decrease turnover, and reduce incident handling time in the contact center by giving agents the knowledge they need to do their jobs well.
Increase the speed at which you develop information to support your customers and call center agents. Create knowledge articles and other materials with easy-to-use, customer-defined content templates to quickly deliver the most appropriate answers where needed.
Gain efficiencies and scale with easy-to-use, customer-defined content templates that you can use to create articles, announcements, news, FAQs, guides, and more. An auto-save feature lets you work at your own pace, making sure that content is not lost during the creation process.
Use a broad set of content contributors to build the best possible knowledge repository. Let your subject matter experts view, comment on, and approve updates using a workflow engine that efficiently manages the content creation process.
Embed an Intelligent Advisor interview within the body of a knowledge article to provide dynamic, personalized, and rich scenarios for customers and service agents.
Develop and deliver a wide variety of content types and meet custom content requirements by easily including videos, images, PDFs, and other media so customers and service agents can pick the type of content that meets their needs.
Build additional levels of consistency and quality into your content with a full audit history and comprehensive version control.
Get the right knowledge to employees, customers, and partners with proactive and intelligent search capabilities.
Improve search results, increase relevancy, simplify search maintenance, and enable more natural conversations with a solution that automatically understands of the nature of the question.
Search relevant content within multiple data sources at once, including authored knowledge and sources external to your knowledgebase.
Ensure that users find the best answer quickly. With a full index of documents and an analysis of document structure, users are led to the exact answer to their question.
Go beyond simply delivering the best content. Show relevant excerpts—from within any document type—with the matching words and phrases highlighted so answers appear front and center.
Call center agents can easily access knowledge without leaving the service request. A natural language processing (NLP) engine proactively recommends and prominently displays the most relevant knowledge article—at the very top of the service request window.
Make it easier to fine-tune search results by allowing users to filter and sort results based on specific product attributes.
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.
Make knowledge easy to find everywhere—in any environment, on any page, within any app, through any channel, or across any device.
Provide easy-to-use, personalized knowledge management tools in your call center. Service agents can easily access knowledge without leaving the service request, bookmark favorite articles, share and link to recommended articles, and more.
Give customers self-service capabilities that use context-based search and NLP through digital assistants/chatbots.
Put knowledge where it's needed—directly in a product, appliance, game console, service request, or mobile app.
Support knowledge in your internal help desk portal, providing employees with self-service capabilities for inquiries around benefits, company policies, IT, and more.
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.
"Oracle Knowledge Advanced has provided us with a superior authoring and information delivery capability to take us into the future."
— Mark Williams, Senior Manager, Motoring Technologies and Support Services, NRMA
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
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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.