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Oracle Knowledge Management
Go beyond FAQs and provide personalized, seamless, cross-channel customer service to drive more interactive and beneficial experiences. Knowledge is the cornerstone of exceptional customer service. Providing the right information in an efficient way increases customer satisfaction and loyalty.
See how Oracle Knowledge Management can help you.
Explore 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 materials that deliver the best answers quickly with an easy-to-use authoring tool and rich media support.
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 agents.
Rich media support
Develop and deliver content that best supports your agents and customers. Support a wide variety of content types and custom requirements by easily including video, images, PDFs, and other media, so individuals 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 knowledge to all stakeholders (employees, customers, partners, and more) with search that is proactive and intelligent.
Natural language search
Improve search results, increase relevancy, simplify search maintenance, and enable more natural conversations through an automatic understanding of the nature of the question.
Federated search
Search relevant content within multiple data sources at once, including authored knowledge and sources external to the 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.
Language support
Reach more of your users in their native tongue with more than 33 supported languages.
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
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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.
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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.
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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.
Don’t Keep Customers Waiting—Provide Answers Right Now
Jodie Knox, Principal Product Manager, OracleIs your company struggling to navigate the impact COVID-19 is having on your support organization? Here are tips for using 5 Oracle Knowledge Management features to provide answers and guidance to your customers during COVID-19.
Read the complete postResources
CX Service release readiness
See what’s new in Oracle B2C Service, including Knowledge Management. Review the latest features, including capability overviews, business benefits, setup considerations, and usage tips.
Documentation library
The Oracle Help Center provides documentation and tutorials covering Oracle Knowledge Management and other products within Oracle CX Service.
Additional information
Cloud Customer Connect
Cloud Customer Connect promotes peer-to-peer collaboration and the sharing of best practices. Keep pace with product strategy and provide a cloud solution feedback channel directly to Oracle development. Community members benefit by leveraging the collective knowledge of Oracle Cloud customers and product experts.
Other community resources
Develop your Knowledge Management skills
Oracle University provides learning solutions to help build cloud skills, validate expertise, and accelerate adoption. Learn more about training and certification for Oracle Knowledge Management.
Cloud Marketplace
Extend your service ecosystem and power innovation with partner applications and services available through Oracle Cloud Marketplace. Find the most comprehensive list of apps for sales, service, marketing, ecommerce, and more.