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Oracle Knowledge Management
Oracle Knowledge Management provides information in an efficient, consistent way across all channels. The solution, with its superior search capabilities, speeds up issue resolution for call center agents and helps customers find the answers they need to increase customer satisfaction and loyalty.
See how Oracle Knowledge Management can help you.
Explore Oracle Knowledge Management
Knowledge creation and management
Increase the speed at which you develop information to support your customers and call center agents. Create knowledge articles and other materials with an easy-to-use authority tool and rich media support to quickly deliver the most appropriate answers where needed.
Content authoring
Gain efficiencies and scale with easy-to-build, point-and-click custom templates that you can use to create announcements, news, FAQs, guides, and more.
Content maintenance
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.
Intelligent advice
Embed an Intelligent Advisor interview within the body of a knowledge article to provide dynamic, personalized, and rich scenarios for customers and service agents.
Rich media support
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 in the moment.
Versioning and control
Build additional levels of consistency and quality into your content with a full audit history and comprehensive version control.
Intelligent, contextual search
Get the right knowledge to all stakeholders—employees, customers, and partners—with proactive and intelligent search capabilities.
Natural language search
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.
Federated search
Search relevant content within multiple data sources at once including authored knowledge and sources external to your knowledgebase.
Deep search
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.
Smart excerpts
Go beyond simply delivering the best piece of content. Show relevant excerpts—from within any document type—with the matching words and phrases highlighted so answers appear front and center.
Faceted navigation
Make it easier to fine-tune search results by allowing users to filter and sort results based on specific product attributes.
Global knowledge and language management
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.
Comprehensive language support
Reach more of your users in their native tongue with more than 33 supported languages.
Efficient translation
Efficiently translate articles to make them available in other languages with side-by-side translation for easy navigation across multiple touchpoints.
Global search
Use cross-lingual search to enable global organizations to leverage knowledge assets in multiple languages.
Single cross-channel knowledgebase
Provide knowledge everywhere—in any environment—on any page, within any app, or across any device.
Unified agent desktop
Provide agents with the knowledge to provide quick and consistent answers and facilitate proactive and reactive service across multiple channels.
Self-service experience
Ensure users can find answers faster than ever with simple, selective browsing that delivers the right knowledge without extensive searching.
Embedded/mobile knowledge
Put knowledge where it’s needed—directly in a product, appliance, game console, or mobile app.
Chat
Proactively open chat from the knowledge repository when needed, or directly share answers with customers through chat.
Advanced analytics and insights
Use prebuilt reports for insights into knowledge usage, customer interactions, resolution performance, and any content gaps in your knowledge repository.
Knowledgebase effectiveness
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.
Search analysis
Classify the most and least popular answers. Gain insight into the most- and least-used search terms.
Answer analysis
Discover outdated content by tracking how knowledge is authored and published, learn which articles are most popular by usage, and discover bottlenecks.
Document control reports
Gain insights into the effectiveness of document revisions, updates, and re-approval processes.
Report builder
Create custom reports quickly and easily with the drag-and-drop report builder. Leverage an assortment of prebuilt reports.
Knowledge Management customer successes
Businesses across many industries are reaping the benefits of Oracle Knowledge Management. Review our customer success stories to see how companies of all sizes capture, distribute, and effectively integrate knowledge into their customer service strategy.
The NRMA improves efficiencies with a comprehensive automotive troubleshooting knowledgebase thanks to Oracle Knowledge Management
Key benefits—knowledge management
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Consolidate tribal knowledge
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.
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Increase customer satisfaction and while reducing employee turnover
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.
Give your contact center agents the tools they need to provide customers with the service they want
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Consistent customer experience and speedy issue resolution
Increase customer loyalty and advocacy with consistent, accurate, and findable knowledge content through digital, agent-assisted, and self-service channels.
How to provide customers with the service they want—through the channels they want to use
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High return on investment (ROI)
Manage your operational costs while improving your service efficiency to meet your employees’ and customers’ needs.
5 Ways You Can Improve Customer Service with a Knowledge Management Solution
Jodie Knox, Principal Product Manager, OracleCompanies that effectively deploy knowledge management solutions and integrate them into their service strategy are better equipped to create a positive customer experience (CX). Learn five ways your customer service software can improve with knowledge management.
Read the complete postResources
Release readiness
Get up to speed on the latest releases of Oracle Knowledge Management (for both B2B Service and B2C Service) and ensure that your upgrade is successful. Review the latest features including the innovations, capability overviews, business benefits, setup considerations, and usage tips.
Documentation
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.
Additional documentation and tutorials
Develop your Cloud CX skills
Oracle University provides a variety of learning solutions to help you build cloud skills, validate expertise, and accelerate adoption. Learn more about the training and certification you can rely on to ensure your organization's success.
Cloud Customer Connect
Cloud Customer Connect is Oracle's premier online cloud community. Specifically designed for peer collaboration, best practice sharing, and to provide needed tools for members so they can keep pace with product strategy. In addition, members are able to provide feedback on sales, marketing, and service cloud solutions—directly to Oracle development.
Additional information
CX Cloud Marketplace
Power innovation with innovative partner applications and services. Find the most comprehensive list of sales, service, and marketing cloud applications in the Oracle Cloud Marketplace.
Consulting and partner services
Knowledge management best practices
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.