Services — Design
Knowledge Management DesignKey to the success of your implementation is the core system design. KPSOL consultants will work with you to design the necessary structure and workflows for your business.
Our Expertise, Your Knowledge Base
Because the design of a knowledge base should not be dictated by the vendor or restricted by the technology, our consultants work with you to design the best structure for organising, searching and controlling access to your particular organisation’s knowledge, across your entire information estate.
What we establish in our design session
We will guide you through key design decisions, such as:
Where will knowledge be stored?
Content can be uploaded or created within the knowledge base or leveraged from an existing repository.
Who will have access to what knowledge?
Content is subject to access controls, understanding these requirements will help drive decisions such as taxonomy structure and layout design.
Who is responsible for updating the information?
This will help determine team creation and ensure users can only perform actions they are privileged to do. Users can have different levels of access for different content sets.
How will changes in information be managed?
Workflows can be configured to determine the levels of review content should go through prior to publishing. Revalidation dates and visibility date ranges can also be applied.
What will the end-user, agent, or customer see on the interface?
With the ability to tailor the interface to suit requirements, time is spent exploring the options for layouts, with the ability to use standard or custom views for users and teams.
We Focus on Skills Transfer
To ensure successful adoption, the KPS implementation team focus on skills transfer right from the start. As we work closely with you to design the knowledge base, you become the experts in your own system so that by the end of the process you are confident to take full ownership.
Ready to take the next step?
Contact us today to learn more about our services or to schedule a 10min software Demo.
Contact usWhat Our Clients Say
We believe in helping our customers through the entire journey, from deployment to integration, we’re here every step of the way.
“KPSOL provided me with all the necessary skills and training to quickly rollout the new knowledge management platform for LBBD”
“It has shortened training time and allowed us to meet different learning styles.”
“There’s more trust in the system because people know the information is accurate and kept up to date.”
“I don’t have to tell people to check the knowledge base anymore. They do it first.”
” We now take advantage of features such as ‘Ask the Expert’ and ‘Flag for Rework’ to truly manage our knowledge demand”.
“Universal Knowledge has been a solid investment for Agilisys as part of our Kent County Council (KCC) contact, providing Agilisys / KCC with an invaluable tool for responding to customer queries quickly and accurately. The Agilisys partnership with KCC has been enhanced by providing KCC with a robust Knowledge Management system which has become the backbone of our service provision.
After evaluating multiple Knowledge Management Vendors, Agilisys chose to work with KPSOL due to a combination of strong product features, a proven track record of delivery in the Local Council space and a support team which were responsive, flexible and always willing to go the extra mile to provide exceptional service”.
”SRO identified the need for a Knowledge Management tool to help in supporting customers more effectively”
”The key driver was to provide an enhanced customer support experience, whilst deflecting calls away from their support team”
“KPS were incredibly flexible in their approach to the project, providing us with excellent levels of support whilst we rolled out the Knowledge Base”.
”Universal Knowledge provides us with an easy to use content creation tool, in addition to us being able to incorporate existing forms of knowledge, to create a single unified knowledge management platform. 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 center. Our team is finding answers from the knowledge base quickly and accurately, enabling us to provide timely and relevant responses to the citizens of Baldwin County”
‘Universal Knowledge by KPS is an invaluable tool in our service provision. We have recently extended its use into Probate, so that the benefits can be realised more widely, and we hope to keep extending its use. Since upgrading to the latest version of the KPS KMS, we have been able to take advantage of new functionality such as discussion forums and configurable layouts which provide instant access to the most important information on a single page when an advisor logs in”
”KPSOL is a very responsive supplier who works closely with us to ensure the KMS meets our needs today and in the future”.
“The Knowledge Management System from KPSOL 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”.
“Scheduling defects were significantly reduced by utilizing the power of Universal Knowledge”
“Message errors reduced. Quality information enhances our customer services activities”
“Training time dramatically reduced from 6 weeks to 2 weeks by using KPS’s Knowledge Base Software”
”Agent error and call escalations have dramatically reduced”
We work closely with you to make set up easy and straight forward
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.
- Cloud or local system options
- Implemented in days, not months
- A comprehensive set of APIs links your systems
