Six Critical Differences Between CRM Knowledge Bases and Enterprise Knowledge Management Platforms

Six Critical Differences Between CRM Knowledge Bases and Enterprise Knowledge Management Platforms

Mindtouch
Published by: Research Desk Released: Dec 16, 2019

A comprehensive guide to choosing a scalable knowledge management solution that gives you the edge in customer service

  • Unify knowledge management activities into a central repository capable of publishing various content types in one self-service experience.
  • Automatically handle site structure, navigation, search and other aspects of information architecture.
  • Overcome resource and scalability issues that commonly plague CRM KB solutions and limit the organization’s ability to maintain consistency across departments.
  • Improve the success and usability of large scale, complex implementations since there is no limitation on the amount of articles in the KM solution.
  • Meet the needs of multiple user groups since more sites and languages are supported.
  • Integrate seamlessly with CRMs and contact center platforms to allow agents to search for and view KB articles and troubleshooting docs without having to switch windows.

• Enable a wider range of customer contact channels, including self-service portals, Google, CRM, chatbots, and elsewhere