Ensure your content is easy to digest, remove duplication and support your people to perform at their best with KnowledgeIQ Documents.

With an array of features that sit within the Documents feature, your authors can customise your document templates and tailor to specific types of inquiries the teams handle every day.

News & Events

From CEO Announcements, Policy Changes, to Training and Process Updates keep your staff constantly up-to-date with News & Events through your KnowledgeIQ Knowledge Management System.

With KnowledgeIQ, create as many categories as you need by division or business unit and then push new articles out to the relevant categories.

Knowledge Authoring

Custom Styles and Templates

Access a range of customisable styles to create knowledge articles with impact in minutes and create templates so knowledge is presented consistently.

Permission Based Administrator Access

Meet governance and compliance requirements with permission-based administration levels for creating, modifying and accessing knowledge.

Easy to use WYSIWYG editor

With our browser-based content creation, save time creating clear and visually appealing knowledge articles with our simple to use WYSIWYG editor.

Author Training

Our KnowledgeIQ Knowledge Management experts will support your knowledge authors with best practice training.

Multimedia

Embed local or external multimedia to provide the richest knowledge experience.

Alerts

Alerts and notifications

With real-time notifications keep everyone up-to-date and provide details about emerging situations and important content changes.

Push notifications to users for important events and updates to policies and articles
In-app push notifications or delivery via email options are available
Target notifications to any combination of teams, groups, divisions or locations or send alerts directly to individuals. You can even create custom message groups
Include rich content in alerts and add links to articles or other content
Based on alert priority, a pop-up can be added to the bottom of the screen regardless of where in the system the user is.
Report on who has opened and acknowledged receipt of alerts.
Customise alert colours and names so users can easily identify the different types of alerts they receive.

Governance

Version Control

Entirely automated, store all versions of articles and content, changes made and by who when. Includes the ability to revert to previous versions.

Auto Review

Reduce the risk of out-of-date published knowledge by scheduling rolling review dates and the ability to enforce content expiry for when articles are published.

Version Comparison

Compare different document versions side by side with changes highlighted for easy to review comparison.

Custom Approval Process

Flexible custom approval workflows for all content.

Role-based Permissions

Enjoy complete control over who in your team’s access which information through access levels.

Readership tracking

Track readership across your knowledge for content and alerts.

Scheduled Publication

Schedule approved knowledge for publishing in advance and set expiration dates or enforce content expiry from when it is published.

Authored Content Review

Ensure a full audit trail with stored history of comments and feedback when articles are sent to subject matter experts for review.

Decision tools

Decision trees/Process flows

Enhance knowledge by visually guiding users through complex processes, supporting new staff learning and provides more experienced staff the confidence to work across multiple business areas.

Guide users visually through complex processes
Provide dedicated work instructions for each step
Users can access individual steps to improve efficiency
Re-use existing process diagrams from business process mapping tools
Link to processes, videos, websites

Process Wizard

Support staff with highly regulated tasks and processes by providing dedicated decision trees to guide them.

Step-by-step instructions for complex or highly critical work processes
Link between trees wizards for very complex, multi-step work processes
Tracking and auditing of usage for compliance and process optimisation
Process Wizards with multiple path option types are available
Remove the guesswork and provide a step-by-step process that is simple to follow and dramatically improves quality and compliance

User Engagement

Expert Support Team

Our KM support experts are here to help resolve any KnowledgeIQ issues through our dedicated support system available via all the channels you expect.

Help Articles

Access a library of help articles for commonly asked questions with step-by-step instructions and how-to videos.

Quizzes

Ensure agents understand with Knowledge Quizzes further supporting team members and gain insight into their proficiency and understanding.

Team branding

Teams can create and design their own look and feel with the KnowledgeIQ team branding tools.

Favourites

Users can save their favourite items to reduce time to access the information they need.

Easy User Feedback

Maximise feedback engagement and involvement by enabling users to contribute to improving knowledge in your organisation.

Smart Search

Search

Ranks search results based on relevance to the users' group, so they always see the best results
Find best match even if the users' search fails to match perfectly to any articles
Automatically corrects spelling based on a dictionary that is learned directly from your content
Create synonyms and stop words to fine-tune search results
Override rankings for specific articles and pin articles to ensure they are always displayed at the very top of results

Custom menu’s

Our structured and user-friendly menu system makes it easy for users and agents to find information across your knowledge management system.

Optimise your knowledge base with the use of the top, footer and side menu options.

Connectivity

Integrations

Ability to connect and integrate with your CX suite.

API

With our open API, connect your knowledge with an approved single source of truth and streamline delivery of information to staff and customers.

Device Responsive

Easily adapt to different screen sizes and device types.

Customer Self-Service

Ensure customers access the same knowledge base via your website as your agents.

Single Sign-On

Make it easy for your users to access the knowledge and information with Single Sign-On (SSO).

Features include:

Authenticate natively with Active Directory or use the industry-standard SAML protocol
Supports a variety of identity management solutions including Azure Active Directory, Okta, Auth0 and more.
Support a mixed-mode with local authentication and SSO
Multiple SSO Identity Providers supported in a single installation/deployment

Use existing SAML Claims to control administrative privileges

Feedback

Feedback workflow management

The best in knowledge management systems, like KnowledgeIQ, enable the ability for sharing quality input from its users.

With KnowledgeIQ:

Create both specific and general feedback directly within the knowledge portal
Track feedback directly against each article
Assign feedback managers, priorities and due dates against user feedback
Colour-coding allows teams to identify high priority or overdue feedback
Respond directly to users or create notes only visible to other administrators
Track feedback directly within the platform.

Discover more about how intuitive and simple to manage the feedback feature is.

Collaboration

Support and encourage user collaboration with feedback forums; content author collaboration and reviews.

Forums provide open or moderated spaces for user collaboration and knowledge sharing
Feedback provides direct collaboration between users and content authors
Content authors can collaborate across content and feedback
Distributed authorship with strict approvals ensures the systems scales across large and small organisations

New Customer Implementation

Best Practice Site Configuration Assistance

Your Knowledge Management CX experts will work with you to ensure that KnowledgeIQ is set up and configured to maximise success.

Training

Your Knowledge Management experts ensure that your teams are ready for success with a number of training options available with:

Administrator training
Author training
End User Training
Train the Trainer

Maximise User Engagement

With our extensive experience in implementing and supporting our customers with Knowledge Management, help maximise team member take-up with our user engagement strategies.

Reporting

Reporting & Analytics

Create detailed reports on how knowledge is delivering improvements and making informed decisions in your organisation including:

Monitoring behaviour and content usage
Understand peak usage times
Analyse engagement across teams, locations, divisions and business units
Use data insights with KM Analytics to evaluate ROI and make informed decisions
Export reports in multiple formats

User Based and Customisable Dashboards

Create department based custom dashboards for each user to enjoy the benefits of their dashboard.

Individual customisation is also available.

The KnowledgeIQ Knowledge Management Solution

Features & Functionality

Document Types

Documents