Knowledge Base Best Practices - Oracle Service Cloud …communities.rightnow.com/files/f0ce1f3830/KM_best_practices.pdf · commitment to deliver any material, code, or functionality,

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Knowledge Base Best Practices Bay Area User Group

Jeff Elser Senior Product Manager Oracle Service Cloud Knowledge Foundation October 21st, 2015


Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.


Agenda

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Knowledge Management Trends

Solution Overview

SmartAssistant

Guided Assistant

Search Engine Optimization

Search and Knowledge Base Tuning

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5

6


Achieved Sustainable Growth & Profit

INCREASE PRODUCTIVITY

IMPROVE SELF SERVICE

DECREASE OPERATION COSTS

EFFICIENCY (LOWER EFFORT)

INCREASE SATISFACTION

IMPROVE LOYALTY

DRIVE HIGHER ADVOCACY

RETENTION (STRENGTHEN RELATIONSHIPS)

INCREASE OPPORTUNITIES

IMPROVE CONVERSIONS

DRIVE MORE SALES

ACQUISITION (INCREASE REVENUE)


Knowledge

“An investment in knowledge pays the best interest”

- Benjamin Franklin

“Knowledge is of no value unless you put it into practice” - Anton Chekhov

Facts

Wisdom

Skill

Understanding Awareness

Education

Experience

News

Information

Familiarity

Expertise

Learning

Knowledge


"Knowledge Management

is the process of

capturing, distributing,

and effectively

using knowledge.“ – Davenport, 1994

“The Delivery of Actionable

Information to Customers

and Agents to Facilitate

More Effective Service

Resolution” - Oracle

Knowledge Management is…

Customer Service Simple Definition


Why is Knowledge Management Critical to Your Business?

of customers who have a low-effort service experience will buy from that same company

again3

of case resolution time is spent on researching the issue1

80% 94%

1 TSIA Benchmark Study.

2 CFI Group, Contact Center Satisfaction Index 2013.

3 CEB, Delighting Customers Doesn't Pay, Making Their Lives Easier Does, 10 Oct 2013.

of orgs expect to lose customers if self-service

options are limited to static FAQs3

59%

http://www.cfigroup.com/downloads/CFI_contact_center_satisfaction_index_2013-eo.pdf

http://www.multivu.com/mnr/59759-ceb-outlines-why-an-effortless-experience-is-the-key-to-customer-loyalty


Knowledge is a Critical Part of Your Customers Journey

“Serve MY Needs”

“Engage Me”

“Reward Me”

“Earn My Trust,”

“Give Me More Value”

“Be Transparent”

“Minimize The Risk”

“Make It Easy”

“Be Consistent”

“Represent Me”


Why is Knowledge Management so Challenging?

I don’t know where to look for this information

This isn’t the same information I got from the

Call center Agent.

It’s taking way too long to create a new FAQ

How do I translated this for our customers in Germany

Speed of Innovation

Complex Knowledge Administration

Disconnected Channels

Global Knowledge Needs

Findability I need to post this on our website ASAP, but the web developer isn’t

returning my call

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Oracle Can Help

Speed of Innovation

Quickly Analyze & Improve Content 1

Complex Knowledge Administration

Create & Publish Knowledge Quickly

and Easily 2

Consistent Knowledge Across All

Channels

Disconnected Channels

3

Findability

Self-Learning Search

Automation

4

Deliver Knowledge Globally

Deliver Knowledge in 34 Languages 5


A customer asks a question on the Website and an answer comes with the solution.

A contact center agent has to respond efficiently and accurately to a question.

- “How do I replace my laptop battery?”

- “How do I upgrade my service”

Faster Solutions when Customers Need Them Answers at Agents Fingertips

Knowledge Enables Customers and Empowers Agents


Agenda

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2

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Solution Overview

Best Practices – SmartAssistant

Best Practices – Guided Assistant

Best Practices – Search Engine Optimization

Best Practices – Search and Knowledge Base Tuning

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3

4

5

6


ORACLE COMMERCE CLOUD

ORACLE SALES CLOUD

ORACLE MARKETING CLOUD

ORACLE SERVICE CLOUD

ORACLE SOCIAL CLOUD

Cross Channel Contact Center

Knowledge Management

Web Customer Service

Policy Automation

Service Cloud Platform

The Oracle CX Portfolio


Cross Channel Contact Center


Web Customer Service

Policy Automation

Service Cloud Platform

Field Service Engagement


Industry Leading Knowledge Solutions

Search Context Sensitive &

Self-Learning

Content Authoring Creation Workflow,

Versioning & Security

Guided Knowledge Context Driven Guides &

Troubleshooters

Knowledge

Everywhere Leverage APIs to Deliver

Knowledge Where It’s Needed

Analytics KPIs, Usage &

Effectiveness

Smart Assistant Best Answer Suggestions

Social Knowledge Combine Company Knowledge

With Community Knowledge

Integrated Knowledge Single Knowledgebase Across

All Channels & Oracle CX



Author Once, Deploy Everywhere

Knowledge Creation

• Simplify and speed knowledge content creation with web-based WYSIWYG editor

• Develop knowledge answers as an integral part of a user’s everyday job

• Easily find & replace text in documents across channels

• Deliver rich, compelling knowledge interactions with Rich Media Support

• Define custom authoring and approval workflow

Knowledge Centered Support

• Easily integrate KCS methodology and adhere to KCS authoring principles; KCS Verified

Content Authoring > Knowledge Creation


Author Once, Deploy Everywhere

Languages

• Deliver consistent support across languages and geographies

• Author and manage single answer across multiple languages

• Core language dictionaries available in 34 languages

Document Control

• Control knowledge articles by public, private, brand, product and custom groups

• Customize content via conditional sections within articles

• Control documents access with field level and role-based permissions

Content Authoring > Document Control & Languages


Contextual, Self-Learning Search

Self-Learning Search

• Minimize knowledge maintenance with self-learning capabilities that dynamically bubble the best answers to the top

• Maximize self-service rates by delivering the best answers with self-learning & real-time indexing

• Enable content discovery with related answers using learned links functionality

Natural Language Search

• Search using full sentences to improve search context and relevancy

• Simplify search maintenance with automatic understanding of the nature of the question

Search > Self Learning & Natural Language


Intelligent Assistance Smart Assistant Suggested Answers

SmartAssistant

• Intercept and reduce inbound escalations by up to 30%

• Evaluates the language of a customer’s question on Ask a Question queries and suggests possible answers

• Suggest possible answers to customers’ email questions and during a chat session

• Utilize autotuning to evaluate effectiveness and automatically make adjustments to improve results

SmartAssistant For Contact Center

• Empower agents to find the right answer faster

• Reduce agent training, with suggested answers


The Right Answer, The First Time

Guided Assistant

• Guided resolution with step-by-step troubleshooting for agent and customers

• Embed guides wherever they’re most helpful—on Web pages, in e-mail responses or within Answers

Simple Administration

• Reduce on-going maintenance with reusable content and the ability to link guides

• Embed rich content including multi-choice, free form, radio buttons, images and video

• Create questions, answers and branching logic quickly with the easy-to-use guide editor

Guided Knowledge > Guided Assistant


Insight Into Knowledge Effectiveness

Dashboards & Reports

• Gain insight into how knowledge is being used

• Understand which articles have the lowest/highest deflection rate

• Identify and address gaps in knowledge

• Track how knowledge is being authoring & published

• Leverage built-in KCS reports

Search Optimization Reports

• Classify the most and least important answers with Search performance analysis

• Understand search terminology used by customers

Knowledge Analytics > Dashboards & Reports


Insight Into Knowledge Effectiveness

Customize Reports for Your Business

• Create ad-hoc reports from scratch or modify existing pre-built reports

• Leverage the drag-and-drop report builder to create custom reports quickly and easily

• Add charts, calculations, conditional formatting, filters, and roll-ups to highlight important data

Report Deployment

• Use profiles to control and grant report access

• Construct role-based dashboards to combine multiple reports in a single view

• Schedule report delivery and export reports in multiple formats including HTML, PDF, Excel, XML, image, and delimited formats

Knowledge Analytics > Ad-Hoc Reporting


Single Knowledgebase Across All Channels

Oracle Service Cloud for Self-Service

• Increase customer satisfaction through online knowledgebase

• Empower customers to find answers and quick resolutions

• Access to the same knowledge regardless of Channel

Oracle Service Cloud Chat

• Proactively recommends answers to customers before chat request is submitted with SmartAssistant

• Selectively push answers to the customer via Chat

• Share answers with customers during chat session

Oracle Service Cloud > Self Service & Chat

Change images here, to RNT Customer


Single Knowledgebase Across All Channels

Contact Center Knowledge

• Retrieve and quickly insert answers as links or text within an email or chat response

• Easily allow agents to draft new knowledge from within agent desktop

• Improve contact center metrics with proactive answer delivery

• View answers related to incident without leaving agent desktop

Agent workflow

• Reduce agent training time by leveraging knowledge within Desktop Workflow & Agent Scripts

Oracle Service Cloud > Contact Center Knowledge


Knowledge Everywhere

Open APIs

• Leverage standards-based, web services APIs

• Access knowledge from any device or system

Embedded Knowledge

• Embed knowledge where its needed – directly in a product, appliance, game console or mobile app

• Use product or appliance context to pre-filter knowledge and provide relevant answers

• Eliminate the need to switch to a PC to find answers

Mobile

• Access knowledge from any mobile device or system

Knowledge API’s


Agenda

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Solution Overview





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•If •Incident Source

•Incident Customer Thread (contains)

•Incident Subject (contains)

•Logical Expression: 1 & (2|3)

•Then •Append Existing Solution (by AnswerID) to Response Field

Umbrella Answers for SmartAssistant


• Covers high-level, most popular content for a topic

• Bulleted list of links

• Sparse text

Sample Umbrella Answer


SmartAssistant AutoTuner


SmartAssistant Resources

• Improving SmartAssistant to Suggest More Useful Answers

– https://cx.rightnow.com/app/answers/detail/a_id/936

• Scenarios for Appending SmartAssistant Results


• Detailed Information About SmartAssistant AutoTuner – https://cx.rightnow.com/app/answers/detail/a_id/5635

• Restrict SmartAssistant Suggested Solutions to be the Same Product/Category as the Request


https://cx.rightnow.com/app/answers/detail/a_id/936





Agenda

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Solution Overview





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• Try to order the questions so the most limiting are first

• Make sure the questions are in a logical order down each branch

• Optimize searches to return appropriate guides by associating the guide to answers

• Make a “backups” folder and make backup copies of guides as you edit them

Q1: 100%

Q2: 10%

Q3: 5%

Q4: 3%

Q5: 2%

A5: 1%

A6:1%

A4: 1%

A3: 2%

A2: 5%

A1: 90% Q1: 100%

Q2: 50%

Q4: 26%

A1: 13%

A2: 13%

Q5: 24%

A3: 12%

A4: 12%

Q3: 50%

A5: 25%

A6: 25%

Creating Guides


Managing Guides • Give your guides logical, and descriptive names, and use a consistent naming convention

• Organize the guides into folders in a logical manner.

• Give other guides administrators a heads-up before making changes to a guide. If two people edit a guide at the same time, they will most likely overwrite each other’s changes.

• Add notes to the guides describing what they are used for. Add a note whenever you make a non-trivial change. Put your name in the note in case someone has questions about the change.

• Decide on a process for managing guides that are not yet deployed. For example, prefix their names by “(In Development)” or put them in a specific folder.

• In order to reduce clutter and confusion, don’t leave old and unused guides around – delete them or put them into a specific folder for old guides.

• Use the audit log so you can see who has edited a guide and when each edit was done.


Guided Assistant Resources

• Introduction to Guided Assistance Community

– http://communities.rightnow.com/posts/c7f360f1aa

• Documentation

– https://documentation.custhelp.com/euf/assets/docs/august2015/olh/dad_guided_assistance.033.01.html#

• Guided Assistant Umbrella Answer


http://communities.rightnow.com/posts/c7f360f1aa

https://documentation.custhelp.com/euf/assets/docs/august2015/olh/dad_guided_assistance.033.01.html

https://documentation.custhelp.com/euf/assets/docs/august2015/olh/dad_guided_assistance.033.01.html



Agenda

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Solution Overview





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Search Engine Optimization

• Automatic Canonical URLs


– https://cx.rightnow.com/app/answers/detail/a_id/4725/~/popular-answers-about-chat

• XML and HTML Sitemap – The XML output of the page is available at: https://<your_site>/ci/sitemap

– The HTML output of the page is at: https://<your_site>/ci/sitemap/html

• Create a Hierarchy of Answers

– In general or umbrella answers, create links to more specific content


https://cx.rightnow.com/app/answers/detail/a_id/4725/~/popular-answers-about-chat








Search Engine Optimization Resources

• Registering Your Site with a Search Engine – https://cx.rightnow.com/app/answers/detail/a_id/4411

• Tips for Customer Support Website Design – https://cx.rightnow.com/app/answers/detail/a_id/5614

• Allowing Other Search Engines to Index the Oracle Service Cloud Application – https://cx.rightnow.com/app/answers/detail/a_id/1669

• Using a Sitemap with the Oracle Service Cloud Application – https://cx.rightnow.com/app/answers/detail/a_id/2553

• Google Search Engine Optimization Starter Guide – http://static.googleusercontent.com/media/www.google.com/en//webmasters/docs/search-

engine-optimization-starter-guide.pdf





http://static.googleusercontent.com/media/www.google.com/en/webmasters/docs/search-engine-optimization-starter-guide.pdf










Agenda

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Solution Overview





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6


Mind the Gap! Increase Your Self-Service Deflection Rates by Analyzing Gaps in Your Knowledge Base

http://communities.rightnow.com/posts/afe2c64619

Gap Analysis




Search & Knowledge Base Tuning Resources

• Oracle RightNow Answer Content Tune-UP

– http://www.oracle.com/us/products/applications/rightnow/rightnow-tune-ups/index.html#ac

• Oracle RightNow Knowledge Base and Search Tune-UP

– http://www.oracle.com/us/products/applications/rightnow/rightnow-tune-ups/index.html#kb

http://www.oracle.com/us/products/applications/rightnow/rightnow-tune-ups/index.html










Documents

Knowledge Base Best Practices - Oracle Service Cloud …communities.rightnow.com/files/f0ce1f3830/KM_best_practices.pdf · commitment to deliver any material, code, or functionality,