|
KnowledgeBase.net's intelligent, multi-user system enhances self-service customer support, help desk operations, and document
management applications. Offering a sophisticated yet simple publishing workflow, document management features, and powerful
audience reporting, KnowledgeBase.net will bring instant value to your organization.
|
Multi-User Article Publishing:
Articles can be efficiently created, edited, and deleted. KnowledgeBase.net uses powerful relational databases to manage the articles, and all content may be edited on the fly.
|
|
 |
Easy Import of Articles
Microsoft Word, Excel, PDF, Word Perfect, and many more document types may be imported into KnowledgeBase.net with one Right Mouse Click. Use our Windows Integration feature to click on any document and send it directly to your Knowledge Base, or import articles from within the admin control panel.
|
| |
Multi-User System
KnowledeBase.net administrators can provide "limited" or "full" access to Knowledge authors, team managers, customer support reps, or specified employees. Document Check-In/Check-Out, Active Version Control and Sub-Version Control, and full tracking of article history are available to maintain document integrity and tracking. KnowledgeBase.net promotes organization-wide involvement in the knowledge creation and the knowledge sharing process.
|
| |
Customizable Article Publishing Workflow
Using KnowledgeBase.net's workflow approval process, all employees can create articles and submit them to be reviewed for approval. The articles follow an approval workflow that is maintained through the application backend. For example, a customer service representative creates an article, technical writers receive the article for approval, the article is then sent to the legal department for final approval, and finally the article becomes live in the KnowledgeBase. Content can also be scheduled to "go live" on a future date as well as set to expire at a future date! Authors can also create subversions of articles so that while the active article is published in the live knowledgebase a new version can be created and routed through the workflow until it is completed and ready to go live and replace the current version.
|
|
Articles:
The knowledge base articles are the heart of the application. Each article is a complete solution to a client query, and can be customized to the following specifications:
|
| |
Articles can be created online using our powerful WYSIWYG HTML Editor, allowing your authors to spell-check content, insert images, link to other articles, and much more!
|
| |
Previously created documents can be imported to be displayed in their original format or standard HTML format.
|
| |
Global find and replace for HTML files allows you to quickly update existing content with name and word changes.
|
| |
Images, Sound Files, Movies, and Documents may be attached to an article.
|
| |
You can store, index and search Word, Excel, PDF, HTML, Text and more.
|
| |
E-mail Friendly! Send articles via e-mail to a client or knowledge base user.
|
| |
Print Friendly! Articles are formatted for printing right from the browser.
|
| |
Download articles from the portal - easy access for users to save articles from the portal.
|
| |
Bookmark articles - users may bookmark articles for quick future reference.
|
| |
Subscribe to articles - subscribers are notified via e-mail when articles are updated.
|
| |
Rating System. Articles rated by users in order to determine article performance.
|
| |
Article association with related articles.
|
| |
Article association with related links.
|
Maintaining a rich knowledge base is just as crucial as creating one. As your knowledge
base grows to thousands of articles, administration is simple; KnowledgeBase.net has
created powerful article management features to help with article revision, article updates,
article expiration, and article change control.
|
| |
Article Template System
Create article templates to define the style and layout of your online created articles. Templates are flexible enough to accommodate any template design and style, and updating the templates will update all articles originally created by the template! Templates can also be enabled for field level security so that only certain sections of articles are visible to your customers or your agents.
|
| |
Article Subscription System
Enable article subscription for your knowledge base content - this capability will allow your portal users to subscribe to knowledge base articles and receive e-mail updates when the article is updated. Users may subscribe/unsubscribe, and backend controls are available for subscriber management. Administrators can also subscribe users to entire categories of content.
|
| |
Article Reminder System
Reminders can be set for each knowledge base article. Depending on the reminder date, the system will automatically send a reminder email, according to schedule. This feature aids in the management of future revisions and updates that need to occur to specified articles.
|
| |
Article Expiration System
It is critical to remove obsolete articles from the knowledge base. If certain articles are time sensitive, expiration settings are simple to implement. KnowledgeBase.net will send a notification if one of the articles is about to expire, and will proceed to remove the article on its expiration date.
|
| |
Article Hits and Rating
Via the knowledge base reporting structure, KnowledgeBase.net administrators determine the number of times an article has been viewed, number of times the article has been surveyed, and the rating given to the article by knowledge base users. These crucial reporting tools advise administrators if articles should be modified, allowing for article revision based on user experience.
|
| |
Future Go-Live Control:
Schedule articles to be routed via the workflow to other editors, reviewers and authors or schedule articles to be published "live" to the portal for any future date. This allows authors to work ahead of publish dates and prepare for bulk changes or scheduled absences from the office.
|
| |
Article History Tracking
A succinct audit trail is critical in a multi-user, article-management environment. KnowledgeBase.net tracks the date each article was created and last modified, as well as the user who created the article and/or performed the last modification. Using our version control feature you can easily revert back to previous article versions.
|
Customer Portals:
Customers, partners, employees, and suppliers can access your knowledge base via a personalized Customer Portal. Our versatile template design features allow users to choose from a variety of options and portal styles to customize the look and feel of their customer portals. One or more unique portals are available for each KnowledgeBase.net client, and each portal can be configured to have access to one or many knowledge bases and article groups for content security. Knowledge portals are accessed in the following manner:
|
| |
|
| |
Public Access Portal
Your customer portal(s) is available directly from your website, with unlimited public access to your knowledge base.
|
| |
Registration Portal
Users must register before access is granted to your knowledge base. Unlimited public access, but registration is required. Registrant information is immediately sent to the specified by you.
|
| |
Secure Portal
Portals can be secured using usernames and passwords and/or by IP address. External users can manage their usernames and passwords from a "settings" area in the customer portal.
|
| |
Personalized Portal
One portal, one login. It knows who you are. In addition to creating unique portals for each audience with our standard knowledge base portals, the personalized portal provides a single login location that will display the proper documents for each user, based on the user login. External users can manage their usernames and passwords from a "settings" area in the customer portal.
|
| |
Portal Snap-Ins
Seamlessly integrate knowledge base portal functions into your customer-facing website! The portal snap-ins allow you to build a fully customized HTML page around each of the individual portal features (search, category browsing, FAQ, etc), enabling a completely seamless and flexible website integration. Java tags can be used to customize the insertion of print, e-mail, bookmark, save, and subscribe options.
|
| |
KB Portal Builder (Portal API)
The KB Portal Builder API allows programmers to install the API on a remote server, and use the code to call various KnowledgeBase.net portal functionality. Using the API, a 100% customizable and flexible portal can be created and fully integrated into any website or web application. The API is available with the Enterprise Edition only.
|
| |
Offline Portal
Often times field technicians or field salespeople don't have access to the internet, but still need to be able to search their KnowledgeBases for help. The offline portal module allows users to export the latest version of their portals to a laptop or PDA and carry all their KnowledgeBase content locally. Once they return to their offices, they need only download the latest version to stay current.
|
| |
Flexible Portal Configuration
Once you choose your portal style and security features, you can customize the display of content in the portal as well as the order of search features, modules, tabs and displays. Each element of the customer portal can be moved and sorted to take best advantage of your search environment and levels of user skills.
|
| |
Publishing new articles from the portal
External users can create and submit new articles into a draft step for approval from the customer portal. This is helpful when you want to give external users like customer service agents, employees or even customers the ability to suggest new articles. The new content is created in a standardized template and automatically routed to a reviewer for edit and approval.
|
|
Searching and Solution Retrieval:
KnowledgeBase.net is an integrated solution that adapts to user preference. Numerous search methods are available depending on the results desired and the sophistication of the user. Knowledge base articles are accessible via KnowledgeBase.net's Self-Learning Search Engine and become more relevant and effective with each use, combining user feedback and content algorithms to return relevant results. Search results can also be enhanced with relevant up-sell and cross-sell messages to add even more value to customer interactions with your KnowledgeBase.
|
| |
Advanced Keyword Search
Advanced searches can be performed using keywords and additional tools such as, "Boolean search", "Stemming", "Wild Card", "Proximity Search", or simply by using the article ID.
|
| |
Natural Language Search
The natural language search allows users to ask Natural Language questions and view the articles returned, based on the original query. Example: User enters "What is a knowledge base?"
|
| |
Multi-language Search
Search for documents created in multiple languages. Our search technology supports many foreign character searches including Japanese, Chinese, and Korean, as well as all Western languages such as Spanish, French, Italian, German, Dutch, and Swedish. The portal itself will also display all non-article text in the language that you have chosen.
|
| |
Synonym Engine
The search can be tuned with use of the synonym engine that allows words with similar meanings to be linked together to enhance search results.
|
| |
Smart Synopsis
Search results will display a synopsis of the text directly before and after the word or phrase that is being searched. This feature highlights the word or phrase being searched and displays the text near the search results, making each search result more relevant, and making it easy to pick the right article to view!
|
| |
Intuitive Category Search
KnowledgeBase.net administrators are able to create an infinite number of categories/sub-categories that users may browse, until the proper article is found. Unlimited number of categories and sub-categories can be created. Example: User can click on a "operating system" category, then on a "windows" sub-category and so on.
|
| |
Knowledgebase Level, Category Level and Attribute Level Searching
From the portal and the portal snap-in search, you have the ability to search by knowledge base, and up to two category levels below the knowledge base. When browsing the knowledge base categories, you may also choose to search within a specific category, for a search within a specific document set. Additionally you can narrow you search by choosing from a list of attributes. One or many attributes can be made available so that searches can be filtered down to a very specific level.
|
| |
Remote Website, Database and File Server Searching
You may include additional websites to be indexed by the KnowledgeBase.net search engine, allowing your end-user audiences to choose between searching the knowledge base and searching various websites that you choose to make available in the search options. The same functionality can be extended to remote databases and file servers to extend the reach and access to content for knowledge base searches. This feature is only available with the Enterprise Edition and some professional services may be required for proper configuration.
|
| |
Top Articles within Category Browsing
Within the knowledge base categories, you can now specify a number of articles to be displayed as "top articles." The system will display the most viewed articles within the "top articles" area. Furthermore, you have the ability to customize the number of articles to be displayed in the "top articles" area.
|
| |
FAQ
Articles can be made available via FAQ (Frequently
Asked Questions) format. KnowledgeBase.net allows you to organize and display
your FAQs in a user friendly format. Furthermore, you can enable the FAQ
GeneratorTM to track and display your Top
Ten Frequently Asked Questions.
|
| |
Glosssary
Multiple glossaries can be created to define terms, acronyms and concepts within the knowledgebase. Each portal can be enabled to include one or many glossaries as a portal module. Glossaries can also be included in search results much like the FAQs and Solutions Finders.
|
| |
Automatic Ticket Resolution (ATR)
The ATR module provides a means to answer customer questions as the customer is in the process of sending a question or opening a ticket via e-mail. The ATR module is available as an additional tab within the customer portal. The ATR form is comprised of fields that may be custom defined. Each field can be ordered and set to be a required field or an optional input field.
|
| |
Solution Finder (Expert Search)
The solution finder enables a user to drill down to a subject by answering relevant questions posed by the knowledge base. The Solution Finder will use criteria derived by the user's responses to determine the proper resolution, and present the most relevant article(s) to the user. Example: If a user inputs "how do I configure my knowledge base," they will be walked through a series of questions that will lead to the solution.
|
| |
Q SearchTM
The Q SearchTM feature allows you to add a search window that links to
your knowledge base anywhere within your web site or intranet. Keywords or questions can be entered in
the search window, and they will directly launch the knowledge base portal and return the results of the
user search.
|
| |
DirectLink
Direct Link to any article in your knowledge base! You can link an image or URL to an article in your knowledge base. When a user clicks the link, the knowledge base portal will launch, displaying the desired article.
|
| |
Up-sell and Cross-sell through KB AdManager
KB AdManager allows you to create advertising campaign with text, images or banner ads that will be tied into search. Ads will be tied to specific keywords and phrases. Each time a search is conducted in the knowledgebase portal, advertisements will display against any of their assigned keywords. Ads can be enabled per portal and campaigns can be managed and tracked with click-through and impressions reporting.
|
| |
Community Support Forum
The KB Forum allows messages to be posted around a series of categories and topics. Companies can use this online forum as way for their customers to create self-service communities of experts who can help each other with education, sharing of ideas and tips as well as an ongoing dialogue around your products and services. This forum can be secure or open and is a great way for both internal and external user communities to share information.
|
Powerful Statistical Reporting:
Gauge the success of your KnowledgeBase.net application with our powerful reporting tools! Through your application backend, you can easily run and store a diverse set of customizable reports, detailing usage, visitor trends, and knowledge base performance. All reports can be saved or exported to Microsoft Excel format with a single click.
|
| |
Unanswered Questions
KnowledgeBase.net tracks and logs all unanswered questions and keywords that users enter in a search. If no articles are found, you can use the report data to add unanswered keywords and questions to existing articles, or create new articles to provide the answers. A simple way to make your knowledge base grow more intelligent with each search!
|
| |
Reporting Metrics
Use the reporting metrics to determine article workflow status, Solution Finder reporting, and track Internal (employee use) and External (customer use) User data. Our metrics tools are your windows to overall knowledge base performance.
|
| |
Employee Access
Run reports on internal application use, and you are able to track employee access activity down to the smallest detail. You can see who is creating knowledge base articles, approving workflow content, managing Glossary items, and much more.
|
| |
Articles
Your knowledge base articles are the most crucial component of your knowledge base application. Via the reporting structure, extensive article reporting tools are available. Your users may rate your articles based on helpfulness, allowing you to make your knowledge base more intelligent, based on article use and article rating.
|
| |
Article Hit Report
This report allows you to see a focused report per portal and filtered by date range of each article which was viewed in the selected time frame.
|
| |
FAQ Reports
Understanding your customer's most frequently asked questions will provide you with insight into the challenges your customers face. It also allows you to expand documentation in areas where your customers need it most.
|
| |
Visitors
Knowledge of your users is critical to creating service and support systems that work. Our reporting tools allow you to view full access statistics of all your knowledge base portals.
|
| |
Search Report
The Search report allows to you track article hits by date range, number of article views, specific users viewing articles, and even the search terms used to access the knowledge base articles!
|
| |
ROI Report
The Return on Investment Report allows you to plug in actual call center contact costs, and report on the cost savings of using KnowledgeBase.net! ROI is derived from customer and end-user feedback, as they are able to resolve and answer questions using the knowledge base.
|
| |
Article Workflow Report
The Workflow report allows you to report on internal users and their workflow activity.
|
| |
User Detail Reports
The User Detail reports are used to display articles that have been created and edited by your internal users.
|
| |
My Reports
You have the ability to save each report that you run and each report-generating query that you build. Use the "My Report" library to view and monitor the historical performance of your KnowledgeBase.net application. All reports can alternatively be exported to Microsoft Excel.
|
|
Third Party Compatibility:
KnowledgeBase.net provides a web-based WYSIWYG web based word processor to create feature-rich documents. However, since clients may prefer to use popular third-party word processing software, KnowledgeBase.net provides support for virtually all common document formats.
|
| |
Document Support
The following document types can be stored, indexed, searched, and viewed in their original format or converted to HTML: Microsoft Word, Adobe PDF, Microsoft Excel, Microsoft Works, HTML, and Text.
|
| |
Multi-file Import formats
The following format can be imported into KnowledgeBase.net, preserving the original category structure, document look and feel, and images: Microsoft HTML Help 1.3.
|
| |
Bulk Article / Document Import
Using the bulk import module, you can easily import mass amounts of legacy data directly into KnowledgeBase.net. Upon import, you also have the ability to assign the article properties, so there is no need to manually configure each document once it's in the system. The Bulk Import feature is available with the Professional and Enterprise Editions only.
|
| |
Document Attachments
Any document, image, sound and video can be attached to an article. Popular attachments are Real Media Files, Windows Media files, Quick Time, PDF, Visio Diagrams, ZIP files, Drivers, and more. Complete attachment version control is also included.
|
| |
Windows Integration
KnowledgeBase.net's Windows Integration component can be installed on Windows 98/NT/ME/2000. Our Windows Integration allows you to "Right Mouse Click" on any document and send it directly to the desired Knowledge Base right from your desktop!
|
| |
Active Directory Integration (LDAP)
KnowledgeBase.net integrates with Microsoft Active Directory, as well as other LDAP-based directory systems to simplify authentication and user management. (This module is available with the Enterprise Edition only.)
|
;){kind=link}