Knowledge Management: The Silent Star of Modern Service

Think back to March 2020; the arrival of the pandemic has disrupted your family life and your professional life, as public and private organizations have struggled to implement virtual solutions to make work, school and the economy work as well as possible. Everyday life quickly became a transition to work via video connections, homeschooling our own children; ordering groceries online and learning to cook have become new mandates.

Even adjusting to virtual happy hours and navigating virtual-only IT help and desktop support were new challenges. Employees working in contact centers or service roles were suddenly sitting at home with only a computer, trying to help customers with service issues – with no supervisors or colleagues to lean on for help. assistance.

Performing these tasks back then was virtually impossible without the ability to find information and knowledge online. The impact of the pandemic on business operations has rallied organizations to push for new and better knowledge management solutions. Nothing like a pandemic to help us understand how knowledge underpins service operations!

Today, the onset of the post-Covid business environment reveals that knowledge management is advancing even further, reinforcing hybrid approaches to work and supporting the ability to implement AI and learning application innovations large-scale automatic.

The power of knowledge management tools

Knowledge management is a business process formalizing the creation, capture, management, governance and use of an organization’s intellectual assets. It consumes the most spend for AI applications for customer service organizations and it powers virtual assistants and intelligent robot utterances.

According Oracle’s Knowledge Management Platform For developers, knowledge management has shed light on the need for access to what organizations know no matter where their employees are, whether in home offices or regional work centers. It provides organizations with the necessary know-how to support agent work processes. This includes the seamless blending of family and work life, the sharing of internet connections and home space between working parents and children in virtual classrooms.

Essentially, KM helps bring wisdom from the office environment to the office. Since 2020, people are meeting via video calls 50% more than before Covid. During this period, nearly 70% of full-time employees worked from home.

Knowledge management has made this possible in four key ways:

  • In today’s virtual world where we cannot simply ask for help from the person sitting next to us, KM becomes the new base of service. “What We Know” is available to employees regardless of “where they may sit”.
  • KM provides a single source of truth to help employees tell good information from bad. Increased information means more data to sift through to determine what is good and what is bad. The data explosion creates 2.5 quintillion bytes of data every day, making it difficult to determine the veracity of shared information.
  • When contact centers and help desks were offline or completely overwhelmed, knowledge management came to the rescue, empowering customers to solve their own problems on their own.
  • Knowledge has provided organizations with the backbone to quickly launch virtual assistants, chatbots, and AI to fill the gaps in employee shortages.

It’s safe to say that knowledge management is really the brains of the organization. Oracle Knowledge Management Platform allows the organization to “know what it knows” and empowers employees and agents to point out gaps in the know-how and knowledge of problem-solving information underpins every customer touchpoint. In this new service future, KM is the fuel to power smarter, faster and virtually accessible information management.

New world, new challenges

Today’s data deluge overwhelms businesses so much that they fail to meet customer expectations and drown in $75 billion in lost revenue each year.

To find this buried data, it takes about 3.5 billion searches a day. On average, Google now processes more than 40,000 searches all second.

More remote employees mean more dispersed information and more need for organizations to leverage data to provide their customers and employees with a unified and consistent experience.

Time is money. Employees spend an average of 36% of their time each working day searching for information. This is a huge impact on their workload given that 88% of organizations globally mandated or encouraged their employees to work from home after Covid-19 was declared a pandemic.

Given this floating sea of ​​information, think of the KM platform as a rescue and transport vessel for billions of commercial bits and bytes. Oracle’s tools do more than preserve knowledge. They allow workers to quickly preview content with precise formatting and built-in resources.

The future

It has become clear that virtual or hybrid work environments are likely to become standard equipment for organizations. Knowledge management will continue to play an imperative role, as the need for collaboration and the ability to share and find organizational information virtually at any time only increases.

The growing need for other technologies such as content management, enterprise search, CRM and IoT devices and support increases the demand for a single source of truth that can only be offered by knowledge management of business.

Oracle Knowledge is a powerful solution that integrates seamlessly with other technologies, enabling organizations to easily meet employee and customer demand in this new workforce reality.

The future of everything is data. Oracle, as a data company, processes data better than anyone; and our differentiated service automation tools – including knowledge management – ​​enable businesses to operate as efficiently as possible while creating competitive differentiations that enable organizations to drive efficiency and facilitate organizational growth. with agility, precision and speed:

  • Articles are tagged with essential metadata to make know-how findable by product, category and type of content collection.
  • Knowledge Search allows agents to ask a question in natural language and get accurate and helpful results that are easily scannable in a search results page.
  • The Article History feature displays all article versions and their respective metadata.
  • The Side by Side option allows authors to quickly identify what has changed between versions.
  • Article editing is mastered with the included WYSIWYG editor which provides rich text authoring with HTML support. Comments allow authors to collaborate and track suggestions and edits.
  • The Hierarchical Products and Categories tool helps users organize the knowledge base, while the Control Visibility option allows content creators to disperse the article to ensure information reaches the right audience.
  • Search and Browse Knowledge provides free search agents can use to enhance their product understanding and training.
  • The recommended knowledge base uses machine learning to find articles that match the service request. Its search parameters allow agents to find more articles that help resolve the service request.

How organizations benefit

Now more than ever, the ability to have a central repository of organizational know-how, assets, guidance, and learning is critical as employees need to work together while physically apart. Oracle has a broad portfolio of cloud-based knowledge, content, and learning products to compose employee- and customer-centric experiences that meet the needs of hybrid and home-based workers.

Oracle Content Management offers comprehensive digital asset management, including indexing and video storage, while Oracle Knowledge helps manage answers to frequently asked questions, and Oracle Intelligent Advisor enables coaching, advice, and policy orchestration that can automate a variety of organizational process flows.

Oracle Learning products (Guided Learning and Learning Management) can onboard and coach employees from day one through their exit interview. Oracle Digital Assistant provides an intelligent conversational user interface capability to help employees navigate their digital workspaces and Oracle Virtual Builder Cloud Service provides a low-code application development framework to deliver knowledge, content, and advice to employees when they need it, to do their job no matter where they work – at home or in the office.


Few organizations have been able to carry on business as usual. The impact of the pandemic on business operations has prompted organizations to push for new and better knowledge management solutions. Oracle’s Service Solutions now offer a way to maintain momentum and accelerate growth.

Trust Oracle for a contextual knowledge and content offering that empowers employees to know what they know, capture what they learn, and share that learning, expertise, and content when needed to achieve their goals.

Donald E. Patel