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Functionalities of Knowledge Management Products

The process of consciously and comprehensively gathering, organizing, sharing, and analyzing knowledge resources of an organization in terms of resources, documents, and people skills is known as knowledge management. Nowadays, the advances in technology and the way information is accessed and shared have forced the organizations to deploy Knowledge management products to effectively manage the process of knowledge management. The Knowledge management products provide the ability to organize and locate relevant content and expertise required to address specific business tasks and projects of an organization. In addition, the Knowledge management products enable an organization to analyze the relationships between content, people, topics, and activity, and produce a knowledge map report.

Let us see a Knowledge management product designed for knowledge relationship management and some of its important features. The Knowledge management product for managing knowledge relationship is widely used in contact centers. With the dramatic increase in the business range of products and services, customer service representatives need to control a vast amount of knowledge and respond as fast as possible to the concerns and queries of customers on different topics. In this highly competitive world, organizations need to quickly instruct and train various service departments about a service that is newly introduced, to support the customers.

The Knowledge management product provides the platform that enables organizations to produce knowledge from data and information. The Knowledge management product guides the customer service representative through the call starting with advance search methods for quick retrieval of information. Then, the Knowledge management product provides the customer service representative with the contact center best practice in a most clear way either through calls scripts or as visual simulators. Finally, the Knowledge management product captures the knowledge gathered in the call and sends feedback to the knowledge warehouse while wrapping up the call. Some of the features of the Knowledge management product include knowledge engine, information retrieval, knowledge capturing, knowledge authoring, distribution, security, and integration.

The knowledge engine of the Knowledge management product is the central software component responsible for all data management and retrieval processes. The knowledge engine is a server side engine that can be considered as a black-box capable of storing knowledge items, linking and relating items within the repository and performing information retrieval using a wide variety of retrieval criteria. Some of the functionalities of the knowledge engine of the Knowledge management product include storage and manipulation of structured information items, advanced indexing, including keyword inheritance and metadata tagging, including morphological analysis, management of authoring, versions control, status control, and presentation of information, and management of inter-relations between information items. Additional functionalities of the knowledge engine include data-level security, synchronization with other knowledge engines in a distributed environment, internal caching of frequently accessed information, and access to external repositories.

The knowledge engine is the central component responsible for performing information retrieval. It offers easy, efficient, and effective search capabilities to find all relevant information on a particular product, service or topic. Using these capabilities, users can access any internal or external repository and perform queries using one or more of the mechanisms which include keyword search, full-text search phrases, drill down menus, adaptive navigation, and personal bookmarks. The Knowledge management product offers an integrated authoring environment that simplifies the process of collecting, analyzing and streaming knowledge items. Using a role-based authorization mechanism, several knowledge creators and consumers can be assigned, each handling different information segments.

The Knowledge management product uses a role-based authorization scheme. Each user is identified by a unique username and password. Once logged on, the user is assigned to a number of roles. Each role ties together different actions on different items. The Knowledge management product enables single-sign-on by users, which as a result help maintain the organization security and authorization structure. In addition, the Knowledge management product is fully integrated with all legacy systems in the organization including Customer Relationship Management, Billing, Document Management, Intranet and Internet, and any other legacy systems.

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