CRM - Serve | Knowledge Management

Quickly build a customizable help center so your customers, employees & partners can get their queries answered in a self-service manner.

Easily create & share knowledge base articles

Allow employees & agents to easily create solutions and send for review by placing into draft folders. The reviewers will receive alerts with link to solution. On completion of review, the solution is moved to a folder accessible to end users. Allow agents to easily create a solution using conversations had with customers. This allows other agents to easily access & learn from past customer conversations.

Maintain a central repository of all images

You will feel the need to publish images & use image links in multiple use cases. For example, you will need image links for products in online store or for knowledge solutions or for campaigns, etc. You can easily bulk upload images to Round Infinity & get a link to it.

Allow users to easily search knowledge base from mobile

All knowledge base articles & documents are available to authorized users for search in self-service portal. This allows customer, agents, employees of field, partners, etc. to get most of their queries answered in a self-service manner & thereby reducing load on your contact center.
Read More About Self-Service Portal

Bulk upload documents & maintain in a central repository

Maintain a central repository of documents to store guides, best practices, policies, procedures, etc. that can be accessed and shared between multiple users & locations in your organizarion. Only authorized users are allowed to publish & access documents. Bulk upload documents, search, & maintain version history to ensure a single version of truth for each document.

Allow agents to easily create knowledge solutions directly from case

An agent working on a case may find a particular conversation or trobleshooting done for a customer useful for other agents. In this case, using the case conversations, the agent can directly create a solution directly for the omnichannel inbox & share with other agents.

Send alerts to authorized users for updates to knowledge base

Everytime a solution or a document is published or updated, the users are alerted with a link to the solution. This allows others users to easily see new changes without having to browse the repository manually.