Universal Knowledge –
A Multi-Solution Knowledge
Management Framework

The KPS Knowledge Management product provides a knowledge management framework that enables you to enhance internal and external customer service standards by providing a fit-for-purpose solution that can be deployed seamlessly across a variety of IT infrastructures.

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Effectively manage your entire knowledge estate with ease and personalise your premium knowledge for each audience, to ensure that the best knowledge is shared without compromising it’s security.

Product features

Natural Language Search

Universal Knowledge is able to understand the context of a user’s question.

An image of Universal Knowledge reporting

Manage and Curate

Effectively managing your information is just as important as search ability.

Knowledge Capture

Embedded images and videos will bring your content to life.

Shared

Automatically push notifications and required readings specific to your audience.

Reports and Insight

A full understanding of your knowledgebase.

Additional Products features

Search Our effective employee sharing knowledge management solutions enable employees to ask a question whenever it may arise, and the system will understand the context of the query, and provide relevant and accurate results whilst pinpointing the answer. Natural Language Search empowers employees with knowledge and eliminates time wasting.
Discussion Forums Empower employees to have the ability to provide feedback and collaborate in an unstructured or informal way through the use of discussion forums. Collaborative tools within the knowledge management solution empower employees to engage with one another across the enterprise. Though a dedicated knowledge management discussion forum, knowledge authors and knowledge consumers can share ideas, learn from social interactions and transfer expertise and experience to one another.
Capture Allow your most experienced and skilled employees to document their tacit knowledge and lessons learned with our easy to use content creation tool. By making the experiences of your most valued employees searchable, knowledge is effectively shared, every employee has the chance to excel and valuable knowledge never leaves your organisation.
Leverage Whether information lies within multiple shared drives, SharePoint, a local intranet or even a live website, the Universal Knowledge Management System has the ability to point to and leverage your multiple repositories, allowing you to leave them in-situ and dramatically speeding up the deployment process.
Integrate With our comprehensive set of APIs, integrate KPS internal knowledge management solutions with a number of your companies systems. From service desk tools to CRM applications, integrating Universal Knowledge ensures that employees have the ability to access knowledge in the most seamless and efficient manner.
Share Push channel-specific information to specific user groups to increase awareness of your most valuable information. Post required readings, training essentials, FAQs or generic updates using the knowledge management system's notifications module to ensure that knowledge can be easily consumed across multiple departments.
Review & Approval Select a team of your finest and most knowledgeable knowledge authors and delegate a review and approval process that ensures that only one, highly refined version of the truth is in circulation. By providing access to a full audit trail of all content, authors are instantaneously able to access full content history.
Audit With the knowledge management system's comprehensive set of full audit trails, managerial or admin staff have access to the full history of their content, including; version history, rework requests, notification received and read status providing staff with high levels of content traceability.
Taxonomies Logically structure your information into taxonomies with KPS internal knowledge management solutions. Create an easy to navigate path to information whilst maintaining it’s security, and significantly reduce the time taken to access information, for employees at every level.
Self-Learning Our intelligent self-learning knowledge sharing system ensures that the accuracy of your knowledge base improves with levels of usage. Every search is a learning curve and one that ensures that the knowledge management system is guaranteed to provide the most relevant result to employees after every question.
Measure Understanding the strengths and weaknesses of your information enables you to prioritise and optimise the time that is spent refining it. Gain access to reports that analyse document significance, knowledge gaps and user contribution allowing you to improve to gain deep insight into your knowledge base and employee usage.
Ask the Expert Can’t find the answer you are looking for? With our internal knowledge management solutions no question remains unanswered. Allow employees to route unresolved queries to subject matter experts who can author a response directly in the knowledge management system. Indexing the resolution ensures that the information is not lost, next time a similar question is asked.
Scalability Due to the robustness and flexibility of Universal Knowledge, your organisation has the ability to up-scale your knowledge management solution and roll out across a number of departments or to external facing audiences such as customers or partners.
Manage Knowledge base branding, content templates and stylesheets or automatic revalidation/expiration dates; through deploying KPS internal knowledge sharing solutions you can manage your knowledge base easily and effectively whilst personalising it according to your brand or requirements.
Dashboards Bring your knowledge management solution to life with Universal Knowledge dashboards and provide employees with instant access to the most important and relevant data, in a way that personalises each user's experience.

View all features

Search

Our effective employee sharing knowledge management solutions enable employees to ask a question whenever it may arise, and the system will understand the context of the query, and provide relevant and accurate results whilst pinpointing the answer. Natural Language Search empowers employees with knowledge and eliminates time wasting.

Discussion Forums

Empower employees to have the ability to provide feedback and collaborate in an unstructured or informal way through the use of discussion forums. Collaborative tools within the knowledge management solution empower employees to engage with one another across the enterprise. Though a dedicated knowledge management discussion forum, knowledge authors and knowledge consumers can share ideas, learn from social interactions and transfer expertise and experience to one another.

Capture

Allow your most experienced and skilled employees to document their tacit knowledge and lessons learned with our easy to use content creation tool. By making the experiences of your most valued employees searchable, knowledge is effectively shared, every employee has the chance to excel and valuable knowledge never leaves your organisation.

Leverage

Whether information lies within multiple shared drives, SharePoint, a local intranet or even a live website, the Universal Knowledge Management System has the ability to point to and leverage your multiple repositories, allowing you to leave them in-situ and dramatically speeding up the deployment process.

Integrate

With our comprehensive set of APIs, integrate KPS internal knowledge management solutions with a number of your companies systems. From service desk tools to CRM applications, integrating Universal Knowledge ensures that employees have the ability to access knowledge in the most seamless and efficient manner.

Push channel-specific information to specific user groups to increase awareness of your most valuable information. Post required readings, training essentials, FAQs or generic updates using the knowledge management system's notifications module to ensure that knowledge can be easily consumed across multiple departments.

Review & Approval

Select a team of your finest and most knowledgeable knowledge authors and delegate a review and approval process that ensures that only one, highly refined version of the truth is in circulation. By providing access to a full audit trail of all content, authors are instantaneously able to access full content history.

Audit

With the knowledge management system's comprehensive set of full audit trails, managerial or admin staff have access to the full history of their content, including; version history, rework requests, notification received and read status providing staff with high levels of content traceability.

Taxonomies

Logically structure your information into taxonomies with KPS internal knowledge management solutions. Create an easy to navigate path to information whilst maintaining it’s security, and significantly reduce the time taken to access information, for employees at every level.

Self-Learning

Our intelligent self-learning knowledge sharing system ensures that the accuracy of your knowledge base improves with levels of usage. Every search is a learning curve and one that ensures that the knowledge management system is guaranteed to provide the most relevant result to employees after every question.

Measure

Understanding the strengths and weaknesses of your information enables you to prioritise and optimise the time that is spent refining it. Gain access to reports that analyse document significance, knowledge gaps and user contribution allowing you to improve to gain deep insight into your knowledge base and employee usage.

Ask the Expert

Can’t find the answer you are looking for? With our internal knowledge management solutions no question remains unanswered. Allow employees to route unresolved queries to subject matter experts who can author a response directly in the knowledge management system. Indexing the resolution ensures that the information is not lost, next time a similar question is asked.

Scalability

Due to the robustness and flexibility of Universal Knowledge, your organisation has the ability to up-scale your knowledge management solution and roll out across a number of departments or to external facing audiences such as customers or partners.

Manage

Knowledge base branding, content templates and stylesheets or automatic revalidation/expiration dates; through deploying KPS internal knowledge sharing solutions you can manage your knowledge base easily and effectively whilst personalising it according to your brand or requirements.

Dashboards

Bring your knowledge management solution to life with Universal Knowledge dashboards and provide employees with instant access to the most important and relevant data, in a way that personalises each user's experience.

Knowledge Management Solution Features

On top of its core components, Universal Knowledge management products have a wide range of features applicable to each solution. Follow the links below to learn more about our comprehensive Knowledge Management product and how its features can help to solve your business issues.

Employee
Knowledge
Sharing

Contact
Centre

Service
Desk

Web
Self-Service

We Help You to Deploy our solution in the way that works best for you.

With a variety of Knowledge Management deployment options available, KPS work towards the most feasible option for our customers. Whether you wish to prioritise the security of your information, or you need something quick and easy to alleviate the already present pressures on your IT department, we will provide a Knowledge Management deployment solution that is suitable for you and your needs. Whichever option you choose, KPS can have your knowledge management system up and running within a matter of days not months allowing your organisation to quickly realise ROI potential.

Deployment Details >

Integrate Our Knowledge management product with other software

A comprehensive set of APIs links KPS knowledge management product to your existing systems. This makes information available at the point of need, without needing to open a separate application to access it. By embedding our knowledge management product into your third party applications, you save time and ensure successful adoption. Customers also benefit, because they get the right answers faster. As a result, you both improve the customer experience and reduce operational costs.

Integration Details >

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Cultivate your knowledge management culture with a custom KM framework

A great knowledge management culture is to an organisation what a well-thought-out business development strategy is to decision-makers. It’s the backbone of your information processes to keep things aligned and standardised as you serve customers. That’s why your knowledge management system framework shouldn’t be cookie-cutter to fit well into your workflows.

Universal Knowledge will fit the bill. Whether you want your knowledge-sharing framework to include personalised, easy-to-use dashboards or your customer service requires a community forum, KPS can make it happen. Universal Knowledge can easily configured with features for your internal/external business processes, intended applications, budget and software requirements.

By default, the KPS knowledge management framework is robust enough to leave nothing to chance in terms of security. Universal Knowledge provides great flexibility to ensure roles and teams can be configured to provide the appropriate access rights for your teams, entire company and indeed business partners

When KPS knowledge management framework and cloud deployment fuse together

Universal Knowledge can now be deployed in the cloud environment, giving you an alternative to having it on-premise. By taking the system beyond in-house limits, we cater to the needs of companies looking for hassle-free setup and highly scalable KM solutions.

Adopting our framework for knowledge management through the cloud may be your best bet if you:

Want to benefit from the well-developed KM system right off the bat without losing time and money on hardware installation and maintenance
Don’t have a dedicated IT team that can take care of the Universal Knowledge software and ensure 99.9% uptime
Prefer scalability to in-house control to always find it easy to fine-tune the KPS framework for your knowledge management strategy
Want to leverage disaster recovery, threat prevention and other security practices that work for companies like yours in the cloud environment

Leave implementation and guidance to KPS

You are never alone when getting started with Universal Knowledge. Whether you adopt it for your contact centre, self-service platform or internal knowledge-sharing system, KPS will be in your corner for assistance.

We provide tailored KM framework train the trainer sessions. They will cover the product’s basic, advanced and custom features so that you can bring your knowledge management to the next level.

For details on training sessions or other KPS services, contact us.