Recent Posts by Jodie Knox

Providing customers the information they need—when they need it—is a key component of excellent customer experience (CX). With a strong knowledge management solution, you can capture, distribute, and effectively deliver information to customers and agents for faster answers and resolutions. Well-curated knowledge makes it easier for customers to find information through self-service channels and agents are able to address more complex issues.  Organizations that effectively...

Tips for leveraging Knowledge Management to provide answers and guidance to your customers during a time of crisis, when resources are strained. Is your company struggling to navigate the impact COVID-19 is having on your support organization? Depending on your business, customers probably have a lot of questions, such as “Is your company still open?,” “Can I order online?,” “How long will delivery take?,” “Can I do curbside pickup?,” and “What are your safety handling...

The highly-anticipated Answer Versioning feature is available for Oracle Service Knowledge Foundation. Many of our customers requested this feature and it has been available since our February 18A Release, available to our Knowledge Foundation users within the console. Answer versioning allows knowledge authors to update, edit, or change answer content without losing the historical content in a previous answer. Answer Versioning enables users to: Create Multiple Versions of an...

With the February 2017 release, Oracle Service Cloud brings several new, exciting features and enhancements to the solution. In this release, Experience Routing has been extended to all support channels including web, email, chat, and social. With Experience Routing, it is easier than ever to provide VIP service to your customers by allowing the assignment of incidents, web requests, and social requests to the best skilled agent.Also new in the February release is our Widget...

In today’s digital economy, customers want effortless engagements and answers to their questions regardless of how they connect with a brand. The challenge is now there’s a broad mix in how customers want to reach your brand from self-service, voice, email, social media, or even live video chat. Complications come when customers receive different information or customer service experiences depending on the channel they use to contact you. In order to deliver the right...