Oracle Knowledge Advanced | SoftClouds

|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
.IDEAS
.INNOVATIO
N .INSPIRATION
SoftClouds &
Oracle Knowledge Advanced

About Us
Founded
2005
Other Locations
Hyderabad, India
Delhi, India
Tokyo, Japan
Headquarters
San Diego, CA
Target Market
Majors & Enterprise

Industry Focus
Financial
Hospitality
Healthcare
Technology Airlines
Consumer
Goods
Engineering
& Construction
Industrial
Manufacturing
Communication
Automotive
Utilities
Diversified

What we DO
Proactively identify needs &
introduce innovative solutions
Own deep technical expertise
essential for today & tomorrow
Enterprise level service &
Resolve solutions history
Understand today’s need for
tomorrow’s demand
Proven methodology along
with a flexible approach
Trusted partner with
innovation at core

LOYALTY CLOUD
IDENTITY CLOUD
ANALYTICS CLOUD AUTONOMOUS
DATABASE
CX Expertise

Integrations

What's Oracle Knowledge Advanced?

• Ability to Create, Review & Publish Content
• Multi-Lingual NLP Search
• Self-Learning Algorithms
• Multi-Lingual Flexible Authoring & Workflow
• Highly Scalable Analytics
• Customizable Self-Service
• Agent Supported Chat Applications
• Built-In Tools & Widgets
• Version Control
• User Feedback & Ratings
Oracle Knowledge Advanced

Oracle Knowledge Advanced - Features
Search Authoring &
Publishing
Analytics Intelligent
Advisor
Customer Self-
Service
Agent
Experience
Self-Service
Experience
Integration

• Natural Language Processing
• Industry Dictionaries
• Federated Search
• Smart Excerpts
• Automatic Classification
• Deep Search for Accurate Results
• Cross-Lingual Search
Search

Authoring & Publishing
• Version Control & Audit Trail
• WYSIWYG Editor
• Tailor-Made Templates
• Multi-Lingual Authoring
• Bulk Updates
• Rich Media Support

• Use Prebuilt Reports for
• Insights into Knowledge Usage
• Customer Interactions
• Resolution Performance
• Knowledgebase Effectiveness
• Search Analysis
• Answer Analysis
• Document Control Reports
• Custom Report Builder
Analytics

Intelligent Advisor
• Embed an Intelligent Advisor Interview in
Knowledge Article
• Useful when Customer Service Must Comply
with Regulations/Company Polices
• Dynamic & Personalized Interview
Questionnaire for Service Agents/Customers

• Streamlined Self-Service Portal
• Recently Viewed
• Related Answers
• Smart Assistant
• Responsive Design
• Accessible Design
• Selective Browsing
• Recent Searches
• Suggest Spelling Corrections
Customer Self-Service

Agent Experience
Agents are Enabled with Knowledge at their Disposal
for Quick & Consistent Answers with:
• Knowledge Favorites
• Recommend Knowledge
• Smart Assistant
• Multichannel Knowledge Experience
• Advanced Knowledge for Chat

• Highly Engaging & User-Friendly
Experiences
• Oracle Digital Customer Service for Requests
& Knowledge Articles
• Decreasing Escalations by Self Resolving
Issues
Self-Service Experience

Integration
• Enables Complete Knowledge Authoring &
Management Solution
• Contact Center Agents to Connect with Customers
• Customer Portals with Natural Language Search for
Quicker Results
• Agent Desktop Embeds Intent-Based Search
Functionality

Our OKA Capabilities

Our OKA Capabilities
UI/UX
Solution
Architecture
Content
Migration
Workflow
Automation
Training Integration
Search
Tuning
Analytics Support

UI/UX
• Branded UI/UX
• Responsive Layout Based on Device
• Personalization & Configuration
• User Journey Mapping
• Modern UI Design for Better Overall Experience
• Ability to Increase Engagement by Focusing on
Look & Feel, Reduced Clicks & UX
• Responsive Layout Based on Device

Solution Architecture
• Organizational Expansion to Multiple Groups /
Departments
• Build Custom Solution Stacks, Workspace &
Workflows
• Dynamic Agent Desktops & Dashboards
• Get Customized Industry/Business Processes
• Multi Locales for Global Support
• Legacy to Modern CX Migration

Content Migration
• Legacy Data Analysis & Mapping
• Efficient Migration Processes
• Onetime Migration & Ongoing Migration
• Migration Strategy by Content Type & Attributes

Search Tuning
• Dictionary Tuning – Improved CX Search
• Maximize Search Engine Optimization
• Enables Suggested Search
• Improved Search Accuracy
• Clean & Update Outdated Concepts
• Reports to Monitor Search with NO Results

Workflow Automation
• Content Type Based Workflow Automation
• Auto Translating & Approving
• Multi-Step Workflow Processes
• Triggered Notifications
• Tasks Automation
• Reassign Task to Another User or Team
• Reject Article Back to Previous Step
• Approve Article for Advancement to Next Step

Analytics
• Rich Look & Feel of Dashboard
• Customized Role-Based Analytics Reports
• Common Analytics
• Advanced Searches Summary
• Clicked Document
• Click-Through Rate
• Article Aging
• Popular Answers
• Recent Questions
• Performance Optimization

Training
• Train the Trainer
• Onsite/Online Training
• Design User Profiles
• Customization of Objects as per Requirement
• User Guides/Manuals

Support
Hyper Care &
Standard Warranty
Support
Annual
Maintenance
Support
On-Shore/
Off-Shore Model
Flexible Business
Model
Manage
Oracle SR’s

Integrations
MS Outlook
• CRM/CX Applications
• Oracle Intelligent Advisor
• Oracle Digital Assistant
• Oracle B2B Service
• Oracle CPQ Cloud
• Oracle Marketing Cloud
• Salesforce
• Mobile
• Outlook Platforms
• Other Third-Party Applications

Why SoftClouds?
• Well Balanced & Experienced Team
• Team that has Delivered Successful Solutions
• Strategic Thinking & Solution Providers
• Excellent Leadership Skills
• Working Knowledge with C-Level
• Flexible Business Models: Fixed Bid, Time & Material
• Execution Locations: On-Site, Off-Site, Off-Shore

Innovations
Expertise
Solutions
SoftClouds
Innovators Strategic Thinkers Technical Architects
Solution Providers

Thank You

Brian J. Friedman
GVP – Global Strategic Sales
415.378.7400
brianf@softclouds.com
www.softclouds.com

Oracle Knowledge Advanced | SoftClouds

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