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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.
Embed knowledge where it's needed most: directly in a product, appliance, game console, or mobile app.
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.
Offer superior search capabilities by predicting customer needs and provide contextual knowledge without searching.
Provide a seamless customer experience in various languages. Easily translate articles across multiple touchpoints with side-by-side translation.
Search multiple information sources simultaneously and display results in a single, integrated list.
Understand knowledge effectiveness, search analysis, and content analysis. Gain insight into how knowledge is being used with detailed reports.