Features

 Benefits

Familiar 'File Browser' look and feel

Minimal user training is required when users find a system intuitive, and user-confidence is increased

Securable Content folder hierarchy

Gather all of your organisation's knowledge, from information locked in people's heads to disparate documents scattered around your organisation, into one central repository and control access through security settings. This facilities the movement away from information "hoarding", and helps to ensure single-sources of information for reference.
Create and search on keywords, metadata, and key-descriptors (FAQs)

Allow users to easily discover and access organisational knowledge from central repository; thereby ensuring only accurate and relevant information is found.

Users prefer a range of different methods to finding information- KnowledgeBase understands this and offers many ways to allow staff to find their answers quickly (A-Z, keyword search, FAQs, taxonomy, Categorisation). Maximise first call resolution by ensuring your staff have easy access to the right information.

Simple administration facility to make it easy to add and update FAQs

Administrators are able to easily add and maintain FAQs. Because information is kept current your staff have confidence in the service and answers they provide to customers

KnowledgeBase is content neutral so you don't have to re-create documents

KnowledgeBase FAQs are simply pointers into content already in your repository. KnowledgeBase accepts content in all types; this way, you determine the best format for your answers. The source for an answer to an FAQ can be a document, a URL, simple text, or a complex decision tree. These days information comes in all forms - don't be limited when searching for an answer; the end game is to find information quickly.

Scripted FAQs record decision tree routes and record the answers provided to the customer

Staff are able to follow a decision-tree model when answers are not cut and dry. Reduce training required by providing the model for reference for inexperienced staff. Ensure complex questions receive the same degree of accuracy and efficiency as more simple questions.

Notifications triggered by Review By dates and Expiration dates

KnowledgeBase will contact you when content needs reviewing, and when content is due to expire. These tools allow you to ensure that your active content is consistently maintained, up to date, and relevant. The system automatically removes all expired material from users' view.

Version control all items, and use publication queuing to control release of future versions

Maintain and administer all relevant versions of your content and potentially, stack future versions to be released automatically as live content. Maintain important document versions for referral at anytime. Reduce the burden of last minute content updates and create confidence that live material is always up to date.

Reference and search URLs external to KnowledgeBase

KnowledgeBase allows you to reference and discover external URLs pertinent to your organisation's operations; acknowledging that organisations now rely on information from many sources, further then what is found internally.

Distribute content to staff prior to release

Brief staff using the Memo Manager. You can distribute content before it goes live, to brief your team and ensure staff are aware of upcoming changes before they happen. KnowledgeBase will also mandate signoff to indicate that it has to be read, giving a clear audit trail of "who knows what"

  Customer Successes