Knowledge Base
One answer, everywhere your team needs it.
Available now. Request a guided demo with one of our specialists.
Overview
What Knowledge Base does
Knowledge Base is designed for the moment an agent is on a live interaction and needs the correct answer immediately. Content is organised by category, product, client and audience, with separate internal and customer-facing visibility.
Articles carry an owner, a review date and a version history, so knowledge stops being a folder of documents nobody trusts.
- Structured article library
- Editorial approval workflow
- Fast agent-facing search
Key Benefits
Why operations adopt it
Consistent answers
Every agent works from the same approved content, regardless of shift, site or seniority.
Content that stays current
Review dates and owners make stale articles visible before a customer finds them.
Shorter ramp-up
New agents rely on searchable procedures instead of interrupting a supervisor.
Answers that survive turnover
Procedures live in the library rather than in the heads of your most experienced agents, so knowledge stays when people move on.
Capabilities
Capabilities
Configured by your own administrators — not hard-coded into the application.
Category and audience model
Organise content by topic, client, product and internal or public visibility.
Editorial workflow
Draft, review, approve, publish and archive, with roles for authors and reviewers.
Version history
See what changed, when and who approved it.
Search built for live calls
Keyword and tag search tuned for speed while an interaction is in progress.
Feedback loop
Agents flag articles that are wrong, missing or unclear, and the owner is notified.
Bilingual content
Maintain the same article in more than one language with linked versions.
Attachments and media
Attach the screenshots, forms and documents an article refers to, governed by the same permissions as the article itself.
Usage analytics
See which articles are opened, which searches return nothing and which content is rated unhelpful, so the gaps become visible.
Use Cases
Where it is used
Product and policy changes
Publish a change once and have the whole floor working from it on the next interaction.
Customer self-service
Expose a curated subset of articles publicly to deflect repetitive contacts.
Regulated procedure control
Keep mandatory scripts and disclosures in one approved place, with a record of what changed, when and who approved it.
Integrations
Connects with
Integration availability is confirmed for your environment before any commitment is made.
Every application exposes a documented REST API for reading and writing its own data.
Subscribe to events and receive signed outbound calls when something changes.
Authenticate users and synchronise directory attributes from an LDAP service.
Federated sign-in against your corporate identity provider.
Architecture
How it is built
This application runs as a multi-tenant SaaS product with its own data isolation, role model and API. It can operate entirely on its own, or exchange data with your existing systems through the connector layer.
Multi-tenant isolation
Each customer operates inside an isolated organisational environment. Data, users, configuration and reporting are scoped to a tenant at the application layer.
Role-based access control
Permissions are granted by role, and roles are scoped to the tenant, team and function that requires them.
API authentication and scoping
Integrations authenticate with issued credentials limited to specific endpoints and data, and can be revoked independently.
Related Products
Often deployed alongside
See Knowledge Base in a working environment.
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