Agent Portals

knowledge management agent portal customer experience

by Mr. Clement Russel Published 11 months ago Updated 4 months ago

What is a knowledge management portal?

A knowledge management portal or system (abbreviated as KMS) features web-based knowledge management that works as a single source of truth for knowledge assets, allowing employees to provide consumers, prospects, and each other with faster and more trustworthy information. As a business, what should you look for in a knowledge management portal?

What is knowledge management in Dynamics 365 Customer Service?

The knowledge management capability in Dynamics 365 Customer Service helps you set the translation language for your articles, which enables you to provide the same self-help content in multiple languages, without having to manage multiple copies of the same article.

How do I use knowledge article attachments for the portal?

To use knowledge article attachments for the portal, you must enable the feature by doing the following: Go to Customer Service Hub, and then select Service management> Knowledge Management> Settings. Under Sync knowledge article attachments to portal, toggle Sync attachments to portalto Yes.

How to sync knowledge article attachments to customer service hub?

Go to Customer Service Hub, and then select Service management> Knowledge Management> Settings. Under Sync knowledge article attachments to portal, toggle Sync attachments to portalto Yes.


How a knowledge management system improves customer experience?

KM Systems Enable Customer Self-Service As noted earlier, many parts of a complete knowledge management system are customer-facing in nature. A company's knowledge bases, FAQ pages, and other informational content provide customers multiple opportunities to solve their individual problems without much assistance.

Why would a customer experience team need a knowledge base content manager?

A knowledge management system allows customers to conquer any challenges they encounter while using your product without seeking assistance from your support team. It makes them self-reliant, confident, and above all, independent as far as problem-solving is concerned. Modern customers crave self-service.

How does knowledge management affect customers?

Knowledge Management facilitates sharing to provide more effective customer service. All customer agents have access to the same product, service, and customer information. Therefore, no matter whom a customer may speak to, he or she is guaranteed to receive consistent answers.

What is customer experience management strategy?

What is a customer experience (CX) strategy? A CX strategy comprises the plans you put in place to provide positive experiences at each customer touchpoint along the customer journey and the purposeful ways to measure those experiences – both online and off.

What is a good customer support knowledge base?

The most effective customer service knowledge base is: Full of articles and new content added. A knowledge base where customers regularly interact with your customer service experts. Where your customers will get the help they need.

Why is knowledge important in customer service?

Having good product knowledge will not only help customer service agents to provide excellent customer service, but it'll also improve customer satisfaction, increase sales, build brand image, and boost employee confidence. In short, when it comes to customer service, knowledge is definitely power.

What is customer knowledge explain the value of customer knowledge?

Customer knowledge (CK) is the combination of experience, value and insight information which is needed, created and absorbed during the transaction and exchange between the customers and enterprise.

Why and how is a knowledge management system used in CRM?

Combining customer knowledge with CRM enables organizations to target customers with high life time / strategic value; thus leading to future growth opportunities. Customer intimacy and knowledge of industry-specific processes tailored to meet business needs are essential ingredients of organizational success.

What are customer relationship management systems?

Customer Relationship Management (CRM) is a strategy that companies use to manage interactions with customers and potential customers. CRM helps organisations streamline processes, build customer relationships, increase sales, improve customer service, and increase profitability.

What are the 3 main components of customer experience?

3 Components of the Customer Experience You Should KnowSuccess - Was the interaction successful, as perceived by the customer, were they able to accomplish what they wanted to do?Effort - How much effort did the customer have to personally put forth in the interaction, and how easy was it to interact with the company?More items...•

How do you track customer experience?

Measuring Customer ExperienceCalculate the net promoter score.Analyze customer journey analytics.Conduct customer surveys.Determine customer churn rate.Interpret customer support ticket trends.Measure customer satisfaction scores.

What is the role of a customer experience manager?

The CX manager's role is conclusively to meet the customer's needs to ensure customer loyalty and satisfaction, both online and in store. A CX manager is responsible for bridging the gap between customers and the brand to ensure that the touchpoints across the customers' journey are engaging, efficient and effective.

How do you manage knowledge bases?

Knowledge Base Management & Best PracticesKnow your audience. ... Keep your knowledge base on brand. ... Consider accessibility. ... Update your knowledge base with every product update or launch. ... Share your knowledge base everywhere. ... Measure its effectiveness.

What is intercom knowledge base?

A single source of truth. Set up one central place for your customers to reliably find answers, tips, and other important info when they need it. Deliver help in context. Optimized for the channels customers use – your website, mobile app, in-product messages, or chat. Additional chat support.

How do you develop an internal knowledge base?

How to Structure an Internal Knowledge BaseCraft Your KB/KM Strategy. ... Set up Your KB Team. ... Create an Implementation Plan. ... Create a User-Friendly Content Hierarchy. ... Gather Files to the Internal Knowledge Base. ... Determine the KB Guidelines for Excellent Content. ... Upload the Relevant Content. ... Assign Roles and Manage Access.More items...•

Which is the best way to create and maintain the knowledge articles?

Establish standards for authoring quality knowledge base contentDevelop a template for your articles. ... Keep articles, short if possible, and divide content into sections. ... Use clear, action-based titles. ... Use bullets and numbered lists. ... Define terms and jargon. ... Link articles to show relationships.

What is knowledge management, and why do you need it?

Knowledge management is the process of creating, curating, managing, and distributing knowledge. Knowledge management is the one-stop repository of all organizational knowledge.

How does a one-stop knowledge source help?

This is a matter that helps you understand precisely why one would need knowledge management software. It is because one source for all internal and external knowledge saves a lot of screen toggle time.

5 ways to elevate customer experience with knowledge management

Knowledge management has a lot of impact on customer experience through their KM tools and abilities that make things reach customers’ end without hassle or difficulty. The following are five such ways.


Knowledge management for customer experience helps in various day-to-day functions making the working of things more accessible in an organization. This happens so that it makes the customer service executives happy, which indirectly makes customers happy.

How Customer Experience Affects Purchase Decisions

Today, the term ‘customer experience’ (CX) gets a lot more attention than it did some years ago. With customers’ elevated expectations for great experiences, CX is now considered a critical business strategy by small startups as well as global enterprises.

Customer Support Without Knowledge Management – Major Challenges

Before coming to how knowledge management can take your customer support, and by that extension, your customer experience, to a whole new level, let’s dive into the challenges faced when you don’t have a knowledge management system in place.

How Knowledge Management System (KMS) Improves Customer Experience?

An intuitive knowledge management system can streamline your customer experience process.

Start Delivering Exceptional Customer Experiences Today

By now, you are abreast of the importance of customer experience and the role of knowledge management in improving your customer experience.

What is a knowledge management portal?

A knowledge management portal or system (abbreviated as KMS) features web-based knowledge management that works as a single source of truth for knowledge assets, allowing employees to provide consumers, prospects, and each other with faster and more trustworthy information.

Why should you pick a knowledge management software with an option to create a self-service portal?

70% of people expect a self-service tool on a company’s website, and trends show that this will soon become the standard. Customer experience is paramount, and in a congested market, using a KMS with this self-service provision offers a strategic advantage to enterprises.


When implemented accurately, a knowledge management portal can help your company improve customer happiness, lower customer care expenses, and boost overall customer success ROI. Knowmax – a new-age, DIY knowledge base platform to manage your knowledge – can help you achieve all of this with considerable ease and a high return on investment.

The Current State

According to Gartner data reported by Smart Customer Service in 2018, “Only 16 percent of representatives find that systems and tools actually help them handle customer issues and even fewer — just 12 percent — say tools simplify their day-to-day work.” Clearly, agent experience (AX) is still in the doldrums at many companies and is often passed onto the customer..

Identifying The Root Cause

My company set out to find out why agents were getting stressed out at work. Not so surprisingly, here is what 465 agents said their top challenges were when working with customers on the phone in our 2017 survey:

Knowledge Management Technology

However, modern knowledge management (KM) technology (my company offers this, as do others) developed and designed for the new digital, remote-first age, is one tool that can help companies transform experiences for the customer, the contact center agent, and the business by:

The Baggage

If modern KM is the next best thing to sliced bread, why don’t many contact centers have it? In my experience, the reasons are manifold.

The Bright Spot

Throughout this period, there have been bright spots. Some organizations have successfully used KM tools that have gone through continuous modernization and are complemented with vendor domain expertise and best practices.

Defining Modern KM And Choosing A Partner

You might wonder what a modern KM system is. In my view, it is a system capable of unifying the building blocks of content management, content access, search methods, conversational guidance (what to say next), process guidance (what to do next), analytics, and personalization.

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