Oracle Fusion Knowledge Management

Capture, organize, manage, and make use of the knowledge and expertise inside your organization to solve employee and customer issues. Oracle Fusion Cloud Knowledge Management offers capabilities that help organizations better manage their knowledge, such as search and navigation features, powerful analytics, content management, and access control.

Oracle Knowledge Management Product Tour
See it in action
  • Faster support, better outcomes, powered by AI

    Learn how to improve customer satisfaction and reduce costs across self-service, agent-assisted, and field service workflows using automation and AI.

  • Oracle named a Leader in the Gartner® Magic Quadrant for the CRM Customer Engagement Center

    Customer service and support technology leaders can consult this report to help identify the service technology suite that best fits their needs.

  • Explore the power of AI and automation in service

    Learn cutting-edge best practices for service delivery, including how AI and automation are transforming the way service teams operate. Explore our on-demand webcast catalog for insights.

Explore Oracle Fusion Knowledge Management

Create and publish articles covering processes, best practices, policies, procedures, and other relevant information to increase customer self-service rates and reduce incident handling time.

Easily create, publish, and update knowledge

Accelerate knowledge article creation to support your customers, call center agents, and field service teams. Use predefined content templates, reuse content across articles, embed rich media, and enable or restrict access as needed.

Draft and publish content

Use predefined content templates to create articles, FAQs, technical support documents, and how-to guides. Embed videos, images, PDFs, Oracle Intelligent Advisor interviews and other rich media to help customers and service teams solve issues.

Maintain knowledge

Enable approval workflows and set content expiration dates to ensure articles remain current and accurate. A full audit history and comprehensive version control enables content owners to review or rollback changes as needed.

Syndicate knowledge

Save time and reduce content maintenance effort by creating reusable articles that can be placed into multiple knowledge assets.


ECHO improves customer experience and achieves a call deflection rate of 83%

This rate can be attributed to unifying an existing Oracle-empowered knowledge management base for Oracle Digital Assistant to build from. This success, in combination with ease-of-use of the system, has resulted in handled chats increasing from 500 a month to more than 3,000 a month, all without placing additional stress on call center agents.

Knowledge management customer successes

View more customer successes

Learn why companies across all industries use Oracle Knowledge Management to capture and deliver the information customers need. Click on any logo to learn more.

Key benefits—knowledge management

01Consolidate cross-company knowledge

Easily capture and retain the knowledge from all of your most senior employees and share knowledge to improve employee onboarding, training, and overall job satisfaction.

02Increase customer satisfaction and while reducing employee turnover

Increase agent satisfaction, decrease agent turnover, and reduce incident handling time in your contact center by providing agents with easy access to the knowledge they need to do their jobs well.

03Consistent customer experience and speedy issue resolution

Increase customer loyalty and advocacy with consistent, accurate, and findable knowledge content through digital, agent-assisted, and self-service channels.

Five steps to perfect your digital customer service strategy (PDF)

04High return on investment (ROI)

Manage your operational costs while improving your service efficiency to meet your employees’ and customers’ needs.

Resources

Cloud readiness

Best practices and resources

Find best practices and useful resources that can help you make the most of your CX products. Whether you’re a new customer or are looking for ways to optimize or expand your implementation, you can find what you need.

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