Knowledge Base Technologies and Solutions
The SQI Knowledge Center or "Knowledge Base" as it is sometimes called is a collaborative tool that provides a mechanism for capturing and sharing knowledge. The SQI knowledge center is optimized for companies that have complex products and wish to use a knowledge center as a mechanism for developing and publishing knowledge and information, both internally and externally.
For a description of a Knowledge Center visit Wikipedia at http://en.wikipedia.org/wiki/Knowledge_base.
The Client Interface Environment (CIE) is an integrated suite of technologies and OpsEngines that provide a value-creating solution for the client support problem. The Self-Service Knowledge Center is a core component of CIE. This is an excellent of how, over time, an knowledge base integrated into the operational procedures can reduce cost, increase client satisfaction thought improving Economic Return, and build Knowledge Capital.
Basic Advantages of a Knowledge Center
A knowledge center dramatically improves institutional memory in companies where there is a wide constituency able to contribute
In companies with complex products, knowledge is generated "on the fly" during interaction between support staff and customers. A knowledge center provides a mechanism for capturing and publishing that knowledge
By shortening the publishing cycle knowledge is made available immediately
By reducing formality, a wider constituency is able and encouraged to contribute
High Tech companies are notoriously fast moving. Documentation as an afterthought, generated independently of the creative process is rarely productive. A Knowledge center generates the documentation as a part of the creative process.
Technology is only an enabler. It has to be combined with strategy, policies, procedures and detailed operational instructions to form a solution for a specific problem domain. An OpsEngine (Operation Engine) is a SQI package of instruction, procedures, strategic objectives and technology configuration to address a specific problem domain such as support at the Client Interface. OpsEngines are the core of SQI University.
Knowledge OpsEngines are available for client Self-Service Knowledge Center, DocServer, Requirements Planning Knowledge Center, Team Concept Center.
Key Advantages of the SQI Knowledge Center
Multiple components including Doc-server, collaborative knowledge center, and FAQ organized under the SQI AppBar
AppBar provides a single sign-on, access control and search
Granular security so that access can be controlled by page and person, group or customer
Sophisticated search across all components
Can be Integrated with a sophisticated Incident Manager for companies where customer support is a key contributor
Delivered as a service (SaaS) so that the overhead and expense of servers and support is eliminated