oKnowledge

oKnowledge - Control and management of knowledge processes, information control, and information presentation

Description
The KnowSystem Suite is a powerful, modularly expandable solution for professional knowledge management in the pdc Digital Manager (PDM). It supports companies in the central collection, maintenance, and structured provision of knowledge – both internally and in the customer portal or publicly. Whether for customer support, employee training, or product documentation: content can be specifically created, organized, and kept up to date through automatic maintenance processes such as expiration dates, review cycles, and validation workflows. Features like multilingual support, custom fields, and AI-assisted content creation allow for individual customization to various use cases. By integrating with existing PDM modules such as Helpdesk or CRM, as well as utilizing standardized text blocks and automated response emails, KnowSystem becomes the central knowledge hub throughout the entire customer journey.

Processes
The KnowSystem Suite offers a comprehensive platform for modern knowledge management that effectively supports central processes in companies. It enables the centralized capture, maintenance, and management of corporate knowledge and provides this information in a structured manner to both internal teams and external users. In customer support, users benefit from intelligently provided self-service content through the portal, where tickets can be automatically enriched with relevant solution suggestions based on the specific case context. For internal training and employee education, learning content and training materials can be efficiently created and managed. Additionally, product documentation is seamlessly supported through the integration of knowledge articles directly into e-commerce pages.

Multilingual communication is ensured through the management and publication of articles in various languages, as well as the individual customization through custom fields that reflect specific business requirements. The structured documentation creation also enables the generation of complete and publishable documentation from existing knowledge content.

To ensure the quality and currency of the content, automated maintenance processes are in place: expiration dates, regular review cycles, and validation workflows provide controlled and sustainable content management. The system is complemented by AI-supported functions that generate audience-specific content and enable context-based matching along the customer journey – for maximum efficiency and relevance at every touchpoint.

Functions

• Article Management: Creation and Editing of Knowledge Articles with HTML Editor.
• Structuring: Organization of articles into sections, tags, and types.
• Access control: Fine-grained permission management for user groups and individual users.
• Portal Integration: Publication of selected articles in the customer portal with personalized access rights.
• Public publication: Option to make articles available on the website for non-authenticated users.
• Multilingualism: Management and provision of articles in multiple languages.
• Custom fields: Adding custom attributes to items without technical knowledge.
• Versioning: Tracking changes and restoring previous versions of articles.
• Search and Navigation: Quick search for articles and easy navigation through the knowledge structure.
• Integration with other functions: Linking knowledge articles with other PDM modules such as Helpdesk, CRM, or E-Commerce.
• Mass actions: Simultaneous processing of multiple items, e.g., publication, archiving, or tag assignment.
• Print and export functions: Output of articles as PDF or Excel files.
• Notifications: Automatic notifications for changes or new items.
• Documentation Creation: Structured creation and publication of documentation based on knowledge articles.
• Generative Artificial Intelligence: Supportive AI functions are available for creating or translating knowledge articles.
• Management of standard text blocks or standard response emails. With the KnowSystem context control, the appropriate standardized text blocks or email responses can be immediately accessed and adopted.

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