By Christine Friscic-Oracle on Nov 12, 2015
Oracle Service Cloud Advanced Knowledge Enhancements Help Organizations Reap the Benefits of the Cloud, While Improving Customer Experiences and Reducing Support Costs.
By Nav Chakravarti, Vice President, Product Management, Oracle Knowledge Management
Oracle announces the release of Oracle Service Cloud Knowledge Advanced. The Knowledge Advanced edition leverages key capabilities from our best-in-class knowledge management solution, Oracle Knowledge Enterprise (formerly InQuira). Oracle Service Cloud Knowledge Advanced brings key capabilities of Oracle Knowledge Enterprise to the cloud, offering our customers a robust set of features and capabilities in the cloud, with simpler administration, and a lower cost of ownership.
Just like Knowledge Foundation, Knowledge Advanced is fully integrated into Oracle Service Cloud, enabling organizations worldwide to effectively create and refine their knowledge assets to deliver a seamless cross-channel customer experience in over 30 languages for both end customers and contact center agents.
Oracle Service Cloud Knowledge Advanced delivers rich capabilities including highly accurate search using natural language processing and self-learning algorithms, flexible authoring and workflow, rich analytics and customizable self-service and agent-facing knowledge applications.
Some other key capabilities of Knowledge Advanced include:
- Fine grained control over search results with Intents + Industry Dictionaries, Machine Learning and Search Tuning with Impact Analysis
- Federated search (External Content Crawling (HTTP)) and Deep Search (excerpts from within Documents (word, PDF) )
- Advanced Authoring with Configurable Answer Templates and Versioning (Version control, Audit, Comparisons)
- Expanded Language Capabilities with Cross-Lingual Search (search in one language and find answers in other languages) and Full NLP (Natural Language Processing) Dictionaries in over 30 Languages
Additionally Knowledge Advanced brings new knowledge functionality within the Agent Desktop and Customer Portal. Several new capabilities have been introduced to Agent Desktop including a quick tool window, favorites, the ability to link and unlink answers, faceted search, and intent based search results. The Intents feature introduced allows agents to quickly find the most relevant answers for common queries. The subscription feature is designed to improve the knowledge experience for agents by tracking changes to their favorite articles.
Knowledge Advanced for Customer Portal also introduces new functionality including a set of new widgets to expose the advanced capabilities. The new design and styling is compliant with Oracle Service Cloud style and allows for greater extensibility. Intents, allows administrators to tie together requests for information that are not always linguistically connected, to push a specific article or articles to the top of the search results. Answer highlighting enables users to quickly navigate and find answers even when searching within large documents such as PDF files or Word documents.