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Knowledge
The knowledge base provides answers quickly across every channel. Plus you can capture all the information from your social channels or Chatter in knowledge articles. And customers can get answers 24/7 via the customer portal.
Collaborate on knowledge articles with Chatter
Teams can collaborate on knowledge articles in real time to make them more accurate and relevant. And readers can get a sense of an article’s history and see and contribute comments. Because these updates show up in Chatter feeds, your team can stay up to date on any knowledge articles they follow.
Get the right answers for the right customers
Patented dimensions technology finds relevant answers for each customer. That means faster, easier searches and speedier case resolution.
Capture and share knowledge, anywhere
Deliver accurate answers from a single knowledge base across every channel, including your contact center, self-service website, social media presence ,and partner network.
Keep your knowledge secure and up to date
Make sure your knowledge is always accurate and up to date with best practice-based workflow processes for publishing and approval. Set up a security model that matches your business so only the right people have access to the right information.
Deliver answers in any format
Go beyond simple text: Rich content, including graphics and videos, deliver more value to customers and agents. Knowledge trees help drive to the right answer for even the most complex issues.
Keep tabs on the knowledge your customers need
Better manage your knowledge with metrics specifically designed to ensure you and your customers are getting the right answers right away. Understand what gets used, identify trends, and spot knowledge gaps.