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.
“The knowledge management system from KPSOL 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 Knowledge Base Software”
“KPS provided me with all the necessary skills and training to quickly rollout the new knowledge management 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, 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’
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
