Responza

What is a knowledge base?

Knowledge base, knowledge management system, knowledge solution, knowledge system, knowledge platform and FAQ. The terms are often used interchangeably. There are just as many definitions and ideas about what a knowledge base is as there are systems. The systems and their nature are, however, very different. In particular, a knowledge base is something different and more than just a database. Here we will therefore define in a short and precise way what we consider a proper knowledge base.

A proper knowledge base is in reality a fully-fledged knowledge system (also called a knowledge solution or knowledge management platform) that in an easy and intuitive way supports searching and working with knowledge according to four best practice processes:

Collection

and production of knowledge

Management

and processing of knowledge

Distribution

of knowledge across all portals/channels

Continuous improvement

of knowledge

Responza Knowledge is a knowledge base or knowledge system that easily and intuitively optimises workflows with knowledge. The knowledge base is implemented before the collection phase, as shown in the figure, and becomes your company's tool for working with knowledge. Knowledge must be continuously updated. For a knowledge solution to support an effective workflow, it must be able to capture learning about usage and the applicability of knowledge sources.

Responza Knowledge as a knowledge base helps you get your knowledge project started in the most effective way, by ensuring a good start to your best practice process. Responza Knowledge is based on an automated learning process where data about the use of the knowledge solution is collected and made operational for editors, knowledge managers and knowledge chiefs. A prerequisite for the optimal knowledge base is that knowledge is shared and accessible to all relevant parties. Therefore, Responza Knowledge can deliver knowledge on all platforms via a responsive design.

With Responza Knowledge as a knowledge base, distribution of knowledge can easily be integrated and used internally as well as externally. In this way, it is effortless to create a solution so that the right people get access to the right knowledge in exactly the way that makes sense for your company.

The essence of a proper knowledge solution is:

The right knowledge, at the right time, on the right channel

Responza Knowledge supports all knowledge management to ensure that the organisation's body of knowledge is used most advantageously and remains dynamic. By simplifying the search for knowledge, the possibility of immediately resolving customer queries at first contact is increased, but equally important, it increases the possibility for the customer to resolve queries themselves online. In this way, Responza Knowledge can contribute to both increased employee productivity and higher customer satisfaction. Responza Knowledge is a best-in-class knowledge solution that follows and supports best practice knowledge management.

Such a proper knowledge solution makes it possible to:

  • Knowledge can reside in one place but operate everywhere on both intranet and various websites.
  • Customers can search intuitively, as in Google, subscribe to information, provide feedback, escalate to another channel, etc.
  • Employees can search intuitively and find answers for customers who call, email or chat.
  • Employees can find practical instructions for processes that need to be performed: "How do I create a new customer?"
  • Employees can find relevant interfaces for task/answer demarcation between departments in the company, other involved companies, and between themselves and customers.

With a knowledge base, knowledge is processed to ensure the following qualities:

  • Content is adapted to the target audience or audiences and their needs
  • Content is adapted to the distribution format and agreed guidelines for language, formatting, etc.
  • Language is correct and content is verified with relevant actors/parties

How does a proper knowledge base support best practice knowledge sharing?

The solution is 100 percent cloud-based and delivered as SaaS, software as a service. Responza Knowledge is developed by leading knowledge management experts from Denmark with continuous collaboration from knowledge management experts in the USA and England. The solution is a stable standard solution based on sophisticated technology that makes it easy and manageable to search, maintain and further develop knowledge in any organisation.

Therefore, by using Responza Knowledge, a standardisation of workflows can be achieved so that customers do not receive different answers depending on which channel they contact you through. This also means that an alignment of internal workflows can be achieved.

Knowledge base targeted at Scandinavian languages

Responza Knowledge has a completely unique Scandinavian advantage and is developed specifically for Scandinavian languages. Many other knowledge bases are based on American knowledge systems that do not search optimally for Scandinavian and Danish compound words and endings, because many compound words in Danish are two words in English. As an example, a search in an American knowledge base for "børnepasning" (childcare) may display results about e.g. "pas til børn" (passports for children). Responza Knowledge is therefore developed as a state-of-the-art knowledge base that can do the same and more than the American ones. Our knowledge base is a trained system that can understand the many Scandinavian compound words and endings.

By combining multiple knowledge sources in one knowledge base solution, Responza Knowledge has, as something completely unique, cross-search functionality that makes it possible to search across multiple knowledge sources, internal as well as external. This means that Responza Knowledge, in other words, can look into its own and other knowledge sources and thereby retrieve the right knowledge, at the right time, on the right channel from many different places. Cross-search makes your knowledge sharing easy, user-friendly and, not least, effective.

Responza Knowledge includes, among other things, the following key elements:

Content tools

  • Configurable workflow that supports an article's cycle from draft to published to updated or expired
  • Instant publishing and import of common document types, e.g. Word, Excel, PPT, PDF, HTML and video
  • "Responsive design" presentation of content on all platforms.

Search tools

  • Search by keywords and free text
  • Intuitive search by categories, taxonomies or other metadata
  • Quick overview of the most relevant articles
  • "Widgets" containing, for example, most read or latest articles.

Portal tools

  • Public portal with unlimited access
  • Access-restricted portal controlled by your own user management (Single Sign On) or directly in the solution via login.
  • Personal portal showing current articles and messages upon login
  • Flexible portal structure that can be adapted to specific layouts and displays for specific user groups
  • Ability to share articles on social media.

The benefits of a knowledge base.

Overall, this means that your organisation with Responza Knowledge as a knowledge base will achieve the following benefits:

Consistent and relevant information (collection)

Responza Knowledge ensures retrieval of up-to-date knowledge through a centralized and accessible knowledge base. This means no more sending customers from employee to employee to find the specialist who has the right knowledge at the right time. With Responza Knowledge, all relevant knowledge is collected and usable in one place.

Support of channel strategy (sharing)

With a knowledge base, knowledge sharing is at the centre, and therefore Responza Knowledge supports your channel strategy by ensuring that enquiries are fully resolved online when possible. Responza Knowledge is developed from the idea that the best service enquiry is the one where the customer finds the answer themselves, meaning employees can work more efficiently.

Increase in employee productivity (learning)

Responza Knowledge simplifies the user's searches and enables the employee to find a given answer or document quickly and precisely. This also means that new employees quickly gain a solid and nuanced insight into your organisation's knowledge. Responza Knowledge's intuitive setup ensures that new talent quickly becomes capable of delivering good and targeted knowledge sharing.

Low IT overhead (improvement)

Responza Knowledge functions as an accessible web interface for administrators and content providers, as well as a cloud-based delivery model that supports you in maintaining focus on your core business.

How do you succeed with a knowledge solution?

Download our guide and read about the four essential principles that make your knowledge project a success.