Oracle Knowledge Management
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.
Explore Oracle Fusion Knowledge Management
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.
Easily create, publish, and update knowledge
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.
Draft and publish content
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.
Maintain knowledge
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.
Syndicate knowledge
Save time and reduce content maintenance effort by creating reusable articles that can be placed into multiple knowledge assets.
Quickly find answers to solve issues faster
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.
Effortless, intelligent results
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.
Unified content search
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.
Precise answers
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.
Deliver answers when and where they’re needed
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.
Agent workspace
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.
Self-service experience
Give customers answers to commonly asked questions by easily embedding knowledge content into your digital customer service portal or automatically delivering it via chatbot.
Field service
With access to videos, technical schematics, how-to articles, product manuals and other assets, field service teams can discover answers onsite while helping customers.
Internal help desk
Support knowledge in your internal help desk portal, providing employees with self-service capabilities for inquiries around benefits, company policies, IT, and more.
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.
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.
ECHO improves customer experience and achieves a call deflection rate of 83%
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.
Knowledge management customer successes
Learn why companies across all industries use Oracle Knowledge Management to capture and deliver the information customers need. Click on any logo to learn more.
Key benefits—knowledge management
01Consolidate cross-company 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.
02Increase 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.
03Consistent 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.
Five steps to perfect your digital customer service strategy (PDF)
04High return on investment (ROI)
Manage your operational costs while improving your service efficiency to meet your employees’ and customers’ needs.
Customers and employees: untapped resources for high-quality knowledge management content
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 blogResources
Best practices and resources
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.
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 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
Oracle 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.
