Knowledge Base functionality overview
The CXM Engine Knowledge Base provides an intuitive and highly customizable environment for sharing knowledge with Customers, Teams, and other Organizations, creating ecosystems of knowledge. CXM Engine also allows the creation of multiple Knowledge Bases for one Organization, giving you the ability to create different KB sites for various products and brands. Below are some major features of the CXM Engine KB.
NOTE: you need the "Edit KB" permission to manage the Knowledge Base.
For CXM Engine users with KB permissions:
- Simple and intuitive content management system: an easy-to-use folder structure with unlimited levels and granular permissions for complete flexibility over how you organize, manage, and share your long-form content.
- Ability to collaborate and share knowledge within partner ecosystems: make articles publicly accessible or privately accessible to specified Organizations, Teams, and/or Users only.
- Advanced article body text formatting: an editor that supports advanced text editing capabilities, as well as adding and editing images, hyperlinks, tables, quotes, alerts, files, and more.
- Ability to create multiple Knowledge Bases for your Organization: easily create and customize multiple KBs to represent the different brands and products you provide.
- Integration with the CXM Engine Technology Index: link your KB articles and folders to CXM Engine’s extensive Technology Index, which will help CXM Engine suggest relevant associated articles.
- Advanced Analytics: view reports on various metrics related to the articles, including views, collaborating users, and upvotes, all available in the Knowledge Base report.
For Customers:
You can customize your Customer-facing Knowledge Base with the following features:
- Banner Image: upload a branded image at the top of the page or keep the default placeholder.
- Promoted Articles: display articles you want the Customers to see first right on the home page.
- Footer: add text to the bottom of your pages that appear on each article.
- webConnect Chat Support: add a webConnect chat button for immediate Customer support.
- Custom Folders: display custom icons for your folders to match your brand. You can also set article avatars.
- Custom Logo: upload your logo to appear at the top of your Knowledge Base pages.
- Tab Icon (favicon): upload a tab icon to appear on tabs of all your Knowledge Base pages
List of Knowledge Base functions and features
- Create multiple knowledge bases for different brands and products.
- Nest sub-folders to simplify browsing through the KB.
- Create and format articles with advanced text editing.
- Configure detailed ecosystem access settings for articles and folders.
- Request custom KB URL(s) for your Organization (contact Customersuccess@ovationCXM.com).
- Collaborate and share with specific Organizations, Teams, and Users.
- Integrate public chat (webConnect) on your KB pages.
- Customize your home page.
- Set folder avatars.
- Set article avatars.
- Integrate with the technology index.
- Perform advanced analytics.