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Customer Knowledge Management – Piecing Together the CRM Jigsaw

❶Repeated Queries — Repeating Answers Many customer service agents often find that customer queries are generally directed around the same topic of interest, topics such as returns policies or how to update their current account. In the Article Subject drop-down list, choose the subject of the article to help with article searches.

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The world of CRM is no longer confined to call centre enquiries, as more and more customers are choosing a multi-channel approach for their enquiries. This requires the need for the ability to search customer related information from a multitude of inbound channels such as web self-service, email, social media, chat and telephone. No matter the chosen channel, in order to respond to customer enquiries effectively, the knowledge must be stored and accessible from one single repository.

Through no fault of their own, agents find it increasingly difficult to provide customers with the right information at the right time, whilst also recording interactions within their CRM systems. Chopping and changing between different systems and information sources during a call not only leads to an increased time to resolution but also a great deal of confusion for an otherwise competent agent and the customer on the call.

Low satisfaction and reduced customer retention. Many customer service agents often find that customer queries are generally directed around the same topic of interest, topics such as returns policies or how to update their current account.

Whilst frequently resolved by agents, there is no history of a previous solution within the CRM to these recurrent questions and so no fast way to address them. As a result of this, customers and staff alike can find themselves unhappy at the speed of which queries are resolved and more irritatingly for the staff, there is no easy way to record these interactions but to repeatedly input the same query and resolution for every interaction into the CRM system, resulting in plummeting productivity levels.

Knowledge Management is increasingly becoming a key solution within the world of CRM, helping customers, agents and businesses all achieve their main targets; increase customer satisfaction, improve agent productivity, reduce costs and ultimately sustain and increase customer retention.

By working alongside and integrating with CRM systems, Knowledge Management is a powerful tool that searches customer relevant information making this information accessible on the front-line. This significantly increases efficiency through every step of the customer journey. When choosing a Knowledge Management system to work alongside and within your CRM system, a versatile and adaptable tool is required to ensure that your CRM Knowledge Management processes run as smoothly as possible.

For more information on CRM Knowledge Management and how Universal Knowledge can benefit you and your customers, click the links below to contact us or to request a demonstration:.

Repeated Queries — Repeating Answers Many customer service agents often find that customer queries are generally directed around the same topic of interest, topics such as returns policies or how to update their current account.

By default, Published is selected. In the Expiration Date field, select a date and time when you want the published article to expire. Expired articles are no longer available in searches. To publish all approved related translated articles with the article, in the Publish Approved related translations with Article , select Yes. Use the Summary tab to track some basic details of the article. In the Summary tab, you can:. Tracking your content helps you and your authoring team assess its value to your organization and your customers.

Knowing and understanding when, where, and how many times an article was viewed tells you how much your customers and team members rely on the information that it contains. This data is extremely useful when creating future content curation plans and can help you decide what content you will deliver in the future, as well as how you deliver it, where you deploy it, and what style or structure you use to write it.

Shows you the total number of times that this article has been viewed. This figure represents the total views of all versions and all translations of this article combined. It also shows individual article views on specific days.

You can select the column headers to sort by chronological order or by the number of views. Captures all the feedback and ratings on the knowledge articles and update the articles accordingly. If your articles are published on a portal, customers and users can provide their feedback and also give ratings on an article. The Feedback subgrid shows all feedback received for the current knowledge article. The Rating field calculates the average rating of the article based on the amount of feedback and number of ratings received.

Rating and Views are tracked using roll up, which gets updated based on a System job periodically. Shows a list of the cases that have used this article. Double-click a case to view its details. By reviewing cases that have used your articles, you can gain valuable insights into the questions that customers are asking, as well as what avenues they tried before asking for help.

This data can help you expose your knowledge articles better and provide more useful information to your customers and team members.

In the Feedback subgrid, select Create Feedback. You can also select in the nav bar and then go to Feedback to create a feedback. Type a descriptive title for the feedback. For example, if the feedback is about customer satisfaction, type that. Select whether the feedback is internal or from a portal. If you received the feedback via a phone call, you can select Internal.

Type a number to specify how useful the related record is. For example, if you are tracking the customer satisfaction for a case, and you want to rate it a 2 on a scale of 1 - 10, type 2.

Specify a minimum and maximum rating to define a rating scale. For example, you want to give a rating of 2 on the scale of 1 - 10, type 1 as the minimum rating and 10 as the maximum rating. If you're creating the feedback on behalf of a customer contact, select the contact here. The Created By and Closed By fields are automatically populated with the user who creates or deactivates the feedback record.

Dynamics automatically calculates the Normalized Rating based on the following formula: Knowledge managers and authors can now monitor the status of knowledge articles using the two default dashboards available in the Customer Service Hub. Configure interactive experience dashboards. It helps them quickly know things like article expiring in the month and articles in review.

Streams show data from views or queues. In the My Knowledge Dashboard, the stream shows the active articles assigned to the author. Charts provide a count of relevant records in the streams, such as articles by status, articles by owner, or articles by subject. They also act as visual filters.

You can drill down in a chart to see data that interests you the most. Tiles give authors an aggregated view of data in the streams and help them monitor the volume of their knowledge articles.

This dashboard is designed specifically for knowledge managers. As a knowledge manager, you can quickly know the most popular articles, articles that need review, highest-rated articles, or articles that are about to expire, and take necessary actions on the articles from here.

Use interactive dashboards to effectively manage service cases. If you are creating an alternate key for Knowledge article entity, include the major or minor version in the key to maintain uniqueness. Also, if you are using translations, include the language code along with the version in the key to ensure a seamless translation experience. To know more about alternate keys, see Define alternate keys for an entity.

Add the Knowledge Base Search control to forms. Set up knowledge management using embedded knowledge search. Our new feedback system is built on GitHub Issues. Read about this change in our blog post. Important Knowledge management is available out-of-the-box through the Customer Service Hub app module, and it can work with other customer apps as well.

Note As soon as you select inside the editor space, the rich text editor command bar appears. Tip Select the icon to pin the stage flyout vertically.

Note In mobile devices, where you have comparatively smaller screen sizes, limited set of formatting options will be displayed. Note This is an indicative preview. Content rendered can be different in the actual device or screen. Important To approve a knowledge article, you must have Approve permissions for the knowledge article record type. Important If your organization is using a portal for publishing the knowledge articles, your customizer can write a plug-in that can pick the published articles and post on your portal, and also report the article views back.

Note Rating and Views are tracked using roll up, which gets updated based on a System job periodically. We'd love to hear your thoughts. Choose the type you'd like to provide: Product feedback Sign in to give documentation feedback Content feedback You may also leave feedback directly on GitHub.

There are no open issues. Apply predefined sets of formatting features to make it easier to keep the presentation of the text consistent.

To make the choice easier, the style names are displayed in a style that they represent, giving you a preview of what the text will look like. This option is available in the expanded mode only. Apply predefined block-level combinations of formatting options.

A paragraph format can only be applied to a block-level element, like a paragraph or a div element. Left align the text. When you align your text left, the paragraph is aligned with the left margin and the text is ragged on the right side. Center align the text. When you center align the text, the paragraph is aligned symmetrically along the vertical axis and the text is ragged on the both sides. Right align the text. When you align your text right, the paragraph is aligned with the right margin and the text is ragged on the left side.

Paste content from Office Word with the original content formatting. In the Image Info tab, specify the web address of the image, and also specify properties to define how the image will appear in the email or article. If the image is located on the external server, use the full absolute path.

If the image is located on a local server, you can use a relative path. If you want the image to be a selectable link, in the Link tab, add a URL for the image. You can also specify if you want the targeted page to open in a new window, topmost window, same window, or parent window. To configure additional image options, use the Advanced tab. Type a unique identifier for an image element in the document id attribute. Choose the direction of the text.

Type the language of the image element specified. Type the web address of an HTML page containing a longer description of the image. Enter the class of the image element class attribute. Note that an image element might be assigned more than one class.

If this is the case, separate class names with spaces. Enter the text of the tooltip that is shown when the mouse cursor hovers over the image. Enter the CSS style definitions. Note that each value must end with a semicolon and individual properties should be separated with spaces. Add selectable hyperlinks or email addresses to your documents. The Target tab is only available for the URL link type.

It specifies the location where the link will open after you select it. When you place the cursor on a link, the Unlink button on the toolbar becomes active. Select the button to remove the link and make it plain text. You can add anchors in document text. After you add anchors, you can link to these anchors for easier navigation.

To add an anchor: Place the cursor where you want to insert an anchor, and then on the toolbar, select the Anchor button.

Learn More About Customer Knowledge Management (CKM) in These Related Titles

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Customer knowledge management refers to the tools a company uses to capture and analyze data about its customers, for the purposes of enhancing its engagement efforts.

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customer knowledge management (CKM) A strategic initiative employed by companies to acquire intelligence from their customers as it relates to their organization. Companies using CKM will effect organizational and behavioral changes based on knowledge obtained from their customers.

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Customer knowledge management is concerned with the management and exploitation of customer knowledge. In fact CKM refers to a systematic process of collecting, preserving, sharing and utilizing of customer knowledge in order to build up and maintain enduring relationship with them. Customer knowledge management At the very least, distribute to committee approval whether customer knowledge management to display hl and lower titles on a problem, and explain the many words that allude to previous research made clear. The philosopher guido calogero wrote the multitudinous seas incarnadine, and that researching all of the states existing database.

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knowledge about customers: is gained mainly by service management, offer management, complaint management and, if available, contract management. The main user processes of knowledge regarding the customer are campaign management and service management, because both processes personalize their services based on user criteria. Customer Knowledge Management as a Strategic and Integrated Management System Pariva Haghighat1+ and Abdolmajid Yahyabeyg2 1&2 Wuhan University of Technology Abstract. However we observe that nowadays knowledge is considered the core competence of the.