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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.


View all customer successes

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.

Ameriprise logo
Charter  logo
Cincinnati Bell logo
Kubota logo
LexisNexis logo
Overhead Door logo
Pella logo
Radware logo
NRMA logo

The NRMA improves efficiencies with a comprehensive automotive troubleshooting knowledgebase thanks to Oracle Knowledge Management

Key benefits—knowledge management

  • 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.

  • 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

  • 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

  • High return on investment (ROI)

    Manage your operational costs while improving your service efficiency to meet your employees’ and customers’ needs.

Key benefits of Oracle Knowledge Management
JANUARY 27, 2021

5 Ways You Can Improve Customer Service with a Knowledge Management Solution

Jodie Knox, Principal Product Manager, Oracle

Companies 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 post

Featured blogs

View all

Resources

Cloud Readiness

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

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.

Cloud learning

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.

Community

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.

Support and Services

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.

Best Practices

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.

Additional solutions you may be interested in

Oracle Intelligent Advisor

Advice and decision automation

Oracle B2B Marketing

Personalized marketing automation

Oracle Sales

Much more than sales force automation

Oracle Content Management

Content management platform

開始使用


要求示範

查看 Oracle Service 可以為您做什麼。


進行導覽

親自探索 Service 和其他 Cloud CX 應用程式。


訂閱

持續掌握最新資訊,並訂閱《CX Insider》新聞通訊。


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