in under 5 minutes
For new starters with the introduction of an effective Knowledge Management System
A knowledge management system speeds up accurate responses, reducing frustration.
By eliminating lengthy searches and data confirmation, employees gain more time for other tasks.
Our pricing includes the software licence for the full suite of features, support, maintenance, and hosting, all for a great value annual cost.
We believe in helping our customers through the entire journey, from deployment to integration, we’re here every step of the way.
“Universal Knowledge has allowed the team to significantly improve the quality and service that we can provide, with a reduction in AHT and significant reductions in message
errors and scheduling”.
“training time dramatically reduced from 6 weeks to 2 weeks by using KPS’s Universal Knowledge”
“KPS provided me with all the necessary skills and training to quickly rollout the new platform at LBBD. We now take advantage of features such as ‘Ask the Expert’ and ‘Flag for Rework’ to truly manage our knowledge demand.”
‘Universal Knowledge provides us with an easy to use content creation tool, in addition to us being able to incorporate existing forms of knowledge. The ability to use a natural language search against very
technical information and provide access via our website will be key to us continuing to provide world class support to our customers’.
‘I could not be happier with our decision to use KPS Universal Knowledge in our contact centre. Our team is finding answers quickly enabling us to provide timely and accurate responses to the citizens of Baldwin County’
We understand that adopting a new knowledge management system can feel daunting. That’s why we work closely with you from day one to ensure a smooth, hassle-free setup. Our team is here to simplify each step, tailoring the process to fit your unique needs so you can start seeing value quickly and efficiently.
Making sure that the terminology reflects your business is key to user adoption. KPSOL provides a global term editor to quickly make changes to the text and labels in the knowledge base.
Securely logging in from a third-party service using a user’s existing account
User management based on Active Directory and Single Sign On. LDAP, OpenID Connect and SAML are all supported. Both authentication (username and password) and authorisation (what tasks a user can perform and what content they can see) is supported.
Content can be uploaded in multiple languages, with the system automatically recognising the language and using the correct stemmer for accurate searching. Language variants can be linked so that users read content in their preferred language.
Make sure that you capture all details of a new knowledge request by configuring forms to present to users when they ‘Ask the Expert’. This ensures that the subject matter expert can resolve the request at first asking, rather than having to go back to the user to clarify what is required, saving time and ensuring accurate content creation.
Custom portlets can be added to the menu for all or some users, so users can navigate from the windows on the homepage or from the menu. Standard menu options can be renamed, removed or repositioned for the optimum user experience.
Colours and Logos can be changed for each layout, making the knowledge base your own and seamlessly integrating the knowledge base tool with your other web applications.
Show portlets within a secure layout with user definable filters. These provide ultimate flexibility in how your knowledge is presented and accessed. Simply select the ‘Create Portlet’ option from the menu and define your parameters for what should be displayed in a window then share this with the relevant users.
Different pages for different teams can be set up using drag and drop. Personalising the knowledge base experience is key to user adoption, ensure your different teams see exactly what matters to them, as soon as they log in.
Different sections of a template can be viewed by users of a different level. 6 classification levels can be used to ensure all levels of access can be mirrored in the knowledge base. Whether needing to ensure internal information is not made visible to a customer or management level information is not shared with employees, classification levels ensure sensitive and confidential information is secure.
Can add additional values with validation of entries and mandatory inputs. Custom fields can be defined on templates so these are automatically flagged for entry when creating content and adhoc custom fields can also be created. These create searchable entries in the knowledge base to ensure all knowledge can be easily retrieved.
In an article, define omnichannel content with a different tone-of-voice for each channel (e.g. voice, e-mail, chat). Template sections are used to create channel specific content so only a single article is managed in the knowledge base.
Revision History, discussions and reworks available in a single view of the knowledge item. Authors and subject matter experts are given a clear overview of the lifecycle, any outstanding tasks, such as rework requests and status of content in the knowledge base. The dashboard also allows authors to revalidate content, change the topic the content resides in and reinstate a previous revision of a knowledge item.
Guide a user to the right answer by asking questions in a predefined decision tree. A simple to use editor is provided to build your step by step process or diagnostics flow which ensures users never miss a step and processes are adhered to.
Control the content creation process with bespoke workflows for reviews and approvals. Whether you wish for the author to immediately publish their own content or a multi stage peer review followed by an approval process is required, the workflow can be configured to match your business processes.
Templates are used to predefine the styling and structure of content. Different sections can be defined, with their own styling, layout and even classification level, ensuring users only see the section of a document which matches their privilege level. Templates make both the authoring and the end user consumption of information as simple as possible.
Leave content in situ in SharePoint, Google Docs, Dropbox and websites and index at source. Simply type in the URL(s) where the content can be found and our knowledge base will create searchable records, seamlessly available alongside internally managed content. Ensure a single unified platform is available to your users without the need to search multiple repositories.
At a glance knowledge base usage broken down by day, week, month. Understand your knowledge base metrics in an easy to understand format and keep your knowledge base on track.
Get an overview of user activity – understanding the user activity levels helps increase user adoption and understand and reward contributions.
Inbuilt Report Writing tool for user, topic and document usage reporting. Our simple report editor allows for the quick building of reports, with options for how this data is presented. In addition, users can select filters and parameters to report against at runtime.
Apply different roles for knowledge administrators. Assign user groups to different secure portals and content. Our granular approach to security ensures users only see what information they have been granted permission to see and can also be pushed information specific to their role through user group based layouts.
Advanced filtering of content – using auto created parameters, such as created/modified dates, topics and document types, in conjunction with custom filters such as classification categories.
Can create a grouping of categories to apply to content in addition to the taxonomy structure allowing flexible filtering and categorisation. This user definable list means content can be classified according to your required categories, to supplement the top down approach of the taxonomy.
Create different types of articles, for instance FAQ, work instructions, procedures. This user definable dropdown list ensures documents are tagged as required and then filtered to optimise the search.
Allow topics to be associated to multiple taxonomies. This ensures knowledge is not duplicated and the same information is made available across multiple domains.
Categorise knowledge to specific topics and assign rights and roles to user teams. Simply drag and drop new nodes, topics and teams into position on a configurable tree structure and apply the necessary permissions.
Advanced search with fragments taking users to the best matching sections of a document. Our indexing feature understands the location of words within a document so when a question is asked of the knowledge base, not only are the documents ranked by suitability but the best matching sections of the document are automatically generated, ranked and presented to the user.
Can ask the knowledge base a question through voice for accessibility. Simply ensure the microphone on your device is switched on and then say ‘Knowledge Search’ and your question and the system will return relevant search results.
Search preferences of the user are satisfied through the ability to both ask a question using keywords or a natural language question, or by selecting filters and parameters to provide more filtered search results. Search results can be filtered and narrowed by document type, date range, taxonomy, category and exact word matching.
Can download articles in pdf format and uploaded files in their original format – whilst best practice dictates that users should always go to the knowledge base to get the most up to date information, there may still be a requirement to share knowledge outside of the knowledge base. KPSOL makes this easy by providing the ability to download content from the document toolbar.
Knowledge comes in many forms – structured documents, formal work instructions, user guides to name a few. Tacit knowledge is more informal and can often take the form of a discussion. By providing the ability to store and monitor this discussion in the knowledge base, no knowledge is lost – even turning discussions into formal content.
Users can like content to help other users recognise the most used and recommended content.
A knowledge base user can create personal article favourites. Providing users with the ability to bookmark documents they frequently access ensures they have immediate access to their most relevant documents
Knowledge gaps are quickly filled by providing users with the ability to request missing knowledge. Subject matter experts can view the requests and can action these in a number of ways – by discussing the matter further through our online messaging system, linking the request to an existing article or creating new information to satisfy the request.
Ensure your knowledge base is kept up to date by empowering your users to flag any changes that may be required to content. This means that every time a user is searching, they are also reviewing the content, which adheres to knowledge management best practice. The request alerts the relevant subject matter experts who can reject or action the request, with full audit trail.
Users can see differences between content revisions. Every time a new revision is edited within the knowledge base and then published, users can not only see that the document has been updated but what the actual changes are, ensuring users don’t miss any important updates.
We solve knowledge management issues you may not know you have.
Book a 10min demo to find out how!
*according to a Gartner study
