The distance from “search to resolution” just got shorter
You want an extensive knowledge base that has it all. But you don’t want your agents to spend time navigating it. After all, research costs call time. KANA’s Knowledge Management shortens the distance from research to resolution.
To provide efficient service, answers need to be easy to find, but they also need to be informative and actionable. And that's what SEM Knowledge Management delivers—the right answers, right to agents—right from the knowledge base. The universal knowledge base goes far beyond the traditional knowledge base to span all enterprise data, including a wealth of transactional data, knowledge about customers and previous purchases. It's a far stronger resource for agents and what makes context-driven search possible. All the information is in the knowledge base, but all the answers are at your agents' fingertips.
And it doesn't stop there. Real-time authoring tools enable authorized agents to contribute solution content as they resolve inquiries, continuously building it out and making it better. Customer service managers can point-and-click their way to create an unlimited number of virtual knowledge bases, tailored to support the needs and requirements of a particular business process.
