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KANA's SEM KM - Knowledge Management Made User Friendly

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September 24, 2012

KANA's SEM KM - Knowledge Management Made User Friendly

By Susan J. Campbell, TMCnet Contributing Editor


KANA’s Service Experience Management Knowledge Management (SEM KM) software is positioned as the only customer service software an organization will ever need, and since it’s designed to provide the right type of knowledge when and where you need it, interactions with customers are simple and effective. 



As captured in this KANA datasheet, today’s agents can be overwhelmed by content. With KANA’s knowledge management software, agents receive the help they need to sort through the clutter by matching knowledge needed to the context of the interaction.

SEM KM, KANA’s knowledge management solution goes beyond the traditional search inquiry. Solutions are derived via software intelligence that interpret context so agents can provide the fastest, most accurate resolution possible without all the digging. SEM KM also makes it simple for customers to utilize self –service capabilities and find the answers they need quickly on their own.

KANA’s SEM KM has many additional benefits that help set it apart from the crowd. First, knowledge management options include the ability to use dynamic scripting. This is a feature that saves agents precious time by allowing businesses to create and save a variety of different custom scripts to match various workflows. These can then be easily integrated within contextual information that automatically populates without requiring customers or agents to have to specifically search for it.

The tagging and metadata option is another important feature of the context knowledge management software. By allowing the user to tag (News - Alert) and create tagsets, search effectiveness is maximized. This process is so simple that anyone can do it, even without assistance from the IT department.

The software also permits access to a wide variety of sources to incorporate answers from just about anywhere. With the right adapters, SEM KM is compatible with a multitude of vendors and platforms, including archaic systems, IVR, CTI (News - Alert), and other desktops. Once setup is complete, the external source of information can even be controlled through the SEM KM interface. This application allows the search engine to easily pull content from the external data source.

Additionally, SEM KM makes it easy for system administrators to assign access at different levels, ensuring a flexible yet safe knowledgebase. Access can be provided at one of three levels – form, template, or field level. This entitlement option permits the administrator to tag particular user interfaces as permissible for those in specific roles or by user type.

KANA’s SEM KM was designed to be customized per business need, and this goes all the way down to the user interface. The visual interface design tool makes generating different user interfaces simple. Whether the end user is the agent, client, or wireless device owner, no prior experience in coding is needed. This is truly knowledge management made easy.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Allison Boccamazzo






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