Explore Oracle Fusion Knowledge Management

Create and publish articles covering processes, best practices, policies, procedures, and other relevant information to increase customer self-service rates and reduce incident handling time.

Create knowledge: Easily create, publish, and update knowledge

Accelerate knowledge article creation to support your customers, call center agents, and field service teams. Use predefined content templates, reuse content across articles, embed rich media, and enable or restrict access as needed. Draft and publish content Use predefined content templates to create articles, FAQs, technical support documents, and how-to guides. Embed videos, images, PDFs, Oracle Intelligent Advisor interviews and other rich media to help customers and service teams solve issues. Maintain knowledge Enable approval workflows and set content expiration dates to ensure articles remain current and accurate. A full audit history and comprehensive version control enables content owners to review or rollback changes as needed. Syndicate knowledge Save time and reduce content maintenance effort by creating reusable articles that can be placed into multiple knowledge assets.

Find knowledge: Quickly find answers to solve issues faster

Enable agents and customers to discover optimal solutions and expedite case resolution. Enhance agent efficiency and elevate the customer self-service experience through machine learning¬–driven article recommendations. Effortless, intelligent results Easily find answers with a smart search that understands your questions, making conversations more natural and relevant. Improve agent productivity and customer satisfaction with AI-powered article recommendations based on machine learning. Unified content search Explore various sources at once, including external knowledge, to get the information you need in one search. Filter and sort results by product attributes, making it simple to fine-tune your search. Precise answers Get to the right answers fast as full document index and deep analysis guide you directly to the solution. See key excerpts highlighted in documents, bringing answers front and center.

Knowledge everywhere: Deliver answers when and where they’re needed

Ensure knowledge is readily accessible in every setting—whether it's any environment, page, app, channel, or device—placing it precisely where it's required, be it in a product, appliance, game console, service request, or mobile app. Agent workspace Allow service agents to access knowledge within the service request. AI-driven article suggestions speed up issue resolution, enabling agents to bookmark preferred articles for sharing with customers and seamlessly link to recommended content. Self-service experience Give customers answers to commonly asked questions by easily embedding knowledge content into your digital customer service portal or automatically delivering it via chatbot. Field service With access to videos, technical schematics, how-to articles, product manuals and other assets, field service teams can discover answers onsite while helping customers. Internal help desk Support knowledge in your internal help desk portal, providing employees with self-service capabilities for inquiries around benefits, company policies, IT, and more.

Global support: Global knowledge and language management

Provide global users with a seamless customer experience in various languages including article translation and language comparison. Easily translate articles across multiple touchpoints with side-by-side translation. Comprehensive language support Reach more of your users in their native tongue with more than 33 supported languages. Efficient translation Efficiently translate articles to make them available in other languages with side-by-side translation for easy navigation across multiple touchpoints. Global search Use cross-lingual search to enable global organizations to leverage knowledge assets in multiple languages.

Analytics and reporting: Advanced analytics and insights

Use prebuilt reports for insights into knowledge usage, customer interactions, resolution performance, and any content gaps in your knowledge repository. Knowledgebase effectiveness Better understand the effectiveness of your knowledgebase. See which knowledge articles are used to solve customer incidents and which have the lowest or highest deflection rates. Search analysis Classify the most and least popular answers. Gain insight into the most- and least-used search terms. Answer analysis Discover outdated content by tracking how knowledge is authored and published, learn which articles are most popular by usage, and discover bottlenecks. Document control reports Gain insights into the effectiveness of document revisions, updates, and re-approval processes. Report builder Create custom reports quickly and easily with the drag-and-drop report builder. Leverage an assortment of prebuilt reports.

Key benefits—knowledge management

01 Consolidate cross-company knowledge

Easily capture and retain the knowledge from all of your most senior employees and share knowledge to improve employee onboarding, training, and overall job satisfaction.

02 Increase customer satisfaction and while reducing employee turnover

Increase agent satisfaction, decrease agent turnover, and reduce incident handling time in your contact center by providing agents with easy access to the knowledge they need to do their jobs well.

03 Consistent customer experience and speedy issue resolution

Increase customer loyalty and advocacy with consistent, accurate, and findable knowledge content through digital, agent-assisted, and self-service channels.

04 High return on investment (ROI)

Manage your operational costs while improving your service efficiency to meet your employees’ and customers’ needs.