Oracle Knowledge – Giving You a Competitive Edge
A dramatically improved knowledge management foundation benefits customers and agents alike. Search accuracy increases, call resolution times shorten, and users get a sense of accomplishment by adding value to the knowledge base. Call volumes decrease as customers get what they need, quickly. Organizations with leading edge knowledge management solutions enjoy increased customer loyalty, reduced support costs and improved agent performance and satisfaction.
Rapid, Professional Implementation Approach
With deep knowledge of the Oracle Knowledge products and implementation experience with clients in multiple industries, PRS Consulting Services’s implementation approach ensures reliable, rapid results.
PRS Consulting Services’s Oracle Knowledge implementation services follow a formal process spanning requirements analysis, fit-gap analysis, solution design, customization, configuration, testing and deployment. Our experience-based solution design includes user interface customization, information manager repository design, data dictionary development and content migration. Based on a comprehensive fit-gap analysis, PRS Consulting Services plans and executes product configuration and customization tailored to the client’s specific needs.
PRS Consulting Services leverages the Oracle Knowledge application's diverse-use architecture, which provides solution management functionality to integrate with other Oracle CRM Applications, such as Oracle iSupport, Oracle TeleService, Oracle Field Service, Oracle Depot Repair and Oracle Email Center. PRS Consulting Services also offers services to integrate Oracle Knowledge with Siebel CRM for an integrated desktop solution that maximizes agent productivity.
PRS Consulting Services is an Oracle Gold Partner and a leader in providing Oracle Knowledge implementation solutions.
Oracle Knowledge Application Features
By enabling searches across a wide variety of sources, Oracle's knowledge management products, formerly known as InQuira, offer simple and convenient ways for users to access knowledge that was once hidden in the myriad systems, applications and databases used to store enterprise content. Features include:
- Guided assistance with context-driven search
- Tight integration with Siebel and CRM OnDemand
- History of linked answers
- Integrated knowledge authoring and feedback
- Knowledge incubators
- Version control
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- Analysis of searches, feedback and content usage
- Search based on users’ intent instead of keywords
- Service transcripts that promote future self-service
- Promoted answers via self-service
- Natural language processing
- Flexible business rules and much more
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Contact us to request a meeting with our Oracle Knowledge Management specialists.
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