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Get the Right Information at the Right Time with Knowledge Management

Knowledge management is the cornerstone for great customer service, enabling agents and organizations to provide highly interactive and engaging customer experiences. Oracle Knowledge Management is a complete, best-in-class solution that enables you to provide personalized, seamless, cross-channel service and support. This comprehensive solution increases customer satisfaction by making service and support teams more efficient and productive through unified knowledge.


Effortless Experiences

Embed Knowledge Everywhere

Embed Knowledge Everywhere

Embed knowledge where it's needed most: directly in a product, appliance, game console, or mobile app.

Anticipate with Proactive Answers

Anticipate with Proactive Answers

Deliver compelling knowledge interactions with rich media support. Leverage versioning to see full historical data. Control knowledge accessibility by public, private, brand, product, and custom groups.

Find Information the First Time with Intelligent Search

Find Information the First Time with Intelligent Search

Offer superior search capabilities by predicting customer needs and provide contextual knowledge without searching.

Serve Everyone with Global Knowledge

Serve Everyone with Global Knowledge

Provide a seamless customer experience in various languages. Easily translate articles across multiple touchpoints with side-by-side translation.

Find Answers with Federated Search

Find Answers with Federated Search

Search multiple information sources simultaneously and display results in a single, integrated list.

Gain Insight Through Analytics

Gain Insight Through Analytics

Understand knowledge effectiveness, search analysis, and content analysis. Gain insight into how knowledge is being used with detailed reports.

Key Capabilities

Discover Oracle Knowledge Management

Knowledge Management

Oracle Service Cloud Knowledge

Offer the right information at the right time. Oracle Knowledge Management ensures your customers get the information they need—when, where, and how they need it.

Knowledge Advanced

Oracle Service Cloud Knowledge Advanced

Knowledge management is essential for delivering effortless customer experiences, and increasing customer loyalty. Provide the experiences customers demand.

Knowledge Everywhere

Oracle Service Cloud Knowledge Everywhere

Customers want satisfactory answers to their questions quickly and effortlessly regardless of the channel they choose as their mode of engagement.

Customer Stories

Knowledge Management Success

Radware logo

Radware Provides Efficient Support to Different Cultures with Oracle Knowledge Management



Radware Director, Technical Services Daniel Lewenhoff discusses how the company provides excellent service to many different cultures.

NS International logo

NS International Optimizes the Customer Journey


NS International

Discover how NS International uses knowledge management to provide customers with a ‘first time right’ answer to their questions.

Kenya Revenue Authority logo

Kenya Revenue Authority Responds to Customers 75% Faster with Oracle Service Cloud


Kenya Revenue Authority

Kenya Revenue Authority is providing better service to customers while improving engagement and operational efficiency.