Insightful Answers Optimizing Knowledge Authoring and Workflows Peter Tebbenhoff Senior Director Product Management Oracle Knowledge Jeff Elser Senior Product Manager Oracle Service Cloud Knowledge Foundation Copyright 2015, Oracle and/or its affiliates. All rights reserved.
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Program Agenda 1 2 3 4 Sarah Sheaffer, Manager, Customer Care, HSN Craig Cecil, Senior Manager, Customer Service Systems, Intergraph Marie Lockhart, Director, Global Product Support, Oracle Questions Copyright 2015, Oracle and/or its affiliates. All rights reserved. 4
KNOWLEDGE MANAGEMENT STRATEGY April 1, 2015
Knowledge Management Implementation Employee Interface Pass Thru Authentication 1,500 Employees 10 SLAs ~4,000 Answers viewed/day Customer Interface Desktop & mobile Smart Assistant: 8% emails avoided ~14,000 Answers viewed/day
3-TIER STRATEGY COMPREHENSIVE, INCLUSIVE, EFFICIENT STRATEGIC: Leverage business data ANALYTICAL: Automate critical reports TACTICAL: Maintain standard practices
TACTICAL APPROACH USER FEEDBACK USER CONTRIBUTIONS MAINTENANCE REVIEWS React to incidents from answer rating and feedback feature: Feedback is routed to content owner (authors own individual categories of content) Content is reviewed and acted on (if appropriate) within 3 business days Respond to each employees submission React to requests for new content: Customized email form that allows users to request new content One content contributor manages requests and assigns to appropriate owner based on topic Content is reviewed, acted on (if appropriate) and response sent to initiating party within 3 business days Assign date for standard review of all content: Custom field to capture a unique review date for each answer Review dates identified by content owner based on frequency of use and topic Answer status automatically changes and notification is sent to the content owner Reactive *Internal interface only. COMMON PRACTICES THAT Reactive COMPRISE THE FOUNDATION Proactive
ANALYTICAL APPROACH KEYWORDS ANSWER RATINGS LAST VIEWED Leverage user search patterns to add content. Includes terms with 3+ searches within 12 hours resulting in zero answers Sent automatically to content contributors 2x daily (7A & 3P) Immediately review low rated content for opportunities. Includes answers that are rated 1.5 or lower in a 24 hour period Sent automatically to content contributors once a day (7AM) Eliminate unnecessary content regularly. Includes answers that have not been viewed in 60+ days Sent automatically to content contributors once a week (Mon) Reactive AUTOMATED REPORTS PROVIDE Reactive ACTIONABLE, REAL-TIME DATA Proactive
STRATEGIC APPROACH EMPLOYEE PERFORMANCE Partner with business leaders to identify challenging procedures and processes. Use back-end reporting to identify errors in order and customer service processes Review Quality Monitoring data for common employee errors CUSTOMER EXPERIENCE Leverage Customer Experience reports to identify pain-points for customers. Consumer Insights provides Customer Satisfaction results and drivers of loyalty Voice of the Customer department provides regular reports on the customers feedback KNOWLEDGEBASE DATA Analyze knowledgebase data weekly and quarterly to isolate trends. Weekly reviews: top answers, top search terms and incident themes Quarterly reviews: weekly data in addition to Smart Assistant results and trends in volume of activity LEVERAGE BUSINESS DATA TO IDENTIFY PRIORITY CONTENT
Program Agenda 1 2 3 4 Sarah Sheaffer, Manager, Customer Care, HSN Craig Cecil, Senior Manager, Customer Service Systems, Intergraph Marie Lockhart, Director, Global Product Support, Oracle Questions Copyright 2015, Oracle and/or its affiliates. All rights reserved. 12
Intergraph PP&M: Our KCS Journey Craig Cecil Senior Manager Customer Service Systems Intergraph Process, Power & Marine (PP&M) Division
Leading Global Provider of Engineering Software The #1 Engineering Design Solution For 7 straight years (based on revenue) Multiple Industry Segments Oil and gas Chemical Refining Electric power generation Shipbuilding/Marine/Offshore Part of Hexagon
Intergraph s Knowledge Management Goals Modern customer-facing experience Capture accurate/complete info at SR creation Improve the self-service experience
Intergraph s Solution: Smart Support Smart Support Merged Siebel OpenUI and Oracle Service Cloud (aka RightNow) New UX Styled RightNow CP & embedded Siebel to look seamless Siebel Service Changes made to interface with Oracle Service Cloud Answers Search, create, update Answers, and link them to SRs Oracle Service Cloud Agent Desktop Knowledge Admins review/approve Answers Answers can be edited/formatted by the Knowledge Admin
Why integrate Siebel and RightNow? KCS says capture/create Knowledge early in the support process 800 Siebel Service users to propose new Knowledge Huge Siebel investment, can t justify buying RightNow licenses for all
Our Siebel / RightNow Integration Using API calls, Siebel Analysts can search Answers Propose updates or new Answers directly from a Service Request Data copied from the SR into the proposed Answer RightNow licenses used by KM Administrators to review, edit and publish
The Transition Transition to new Knowledgebase from previous one Import/Review/Improve or Remove Getting internal users on board with the change Honestly, this takes effort Executive buy-in helped Use a New Answer Template (per KCS Best Practices Guide) Keeps Answers Formatting Consistent
KCS Basic Concepts Create content as a by-product of solving issues Evolve content based on demand and usage Develop a knowledge base of our collective experience to date Reward learning, collaboration, sharing, and improving
Working KCS Best Practices into Our Process Our Knowledge Management Roles: Siebel Service Analysts Search & Update Existing Knowledge, Propose New Knowledge KCS Contributor and KCS Candidate Roles No RightNow License Knowledge Management Administrators (KM Admin) Review and Publish Answers KCS Contributor and KCS Publisher Roles Knowledge Management Key Administrators (KM Key Admin) Knowledge Management Leaders Can Assign KM Admins for Their Product Group KCS Coach Role Knowledge Management User Administrators (KM User Admin) Super Administrator
Working KCS Best Practices into Our Process How have we implemented KCS practices into our process? Create Knowledge as early in the support process as possible Siebel Analysts create content while working Service Requests Modified KCS practices to fit our business needs We require a KM Admin review Answers before publishing External KM Core Team is our Version of the KCS Council KM Admins & KM Key Admins (each Product Group represented) Meets twice a month Review & Improve the Process Defined Our Process
KM Core Team Responsibilities Ensure Standards Newsletter KM Core Team Coach Process Agreement
Working KCS Best Practices into Our Process Analyst proposes new Answer while working a Service Request RightNow System KM Key Admin Assigns to KM Admin KM Admin Edits and Publishes Global Users (Customers & Employees) Access Answers Global Users (Customers & Employees) Access Answers Customer Feedback Analyst proposes Update KM Key Admin CRM RightNow Group responds System to Assigned Customer KM Admin reviews to Existing Answer Reviews/Responds Notifies KM Key Admin of Makes Feedback necessary updates
Working KCS Best Practices into Our Process Implemented a Knowledge Management Newsletter to spread the word to Analysts across our organization KBytes Newsletter
The Results - KCS embraced by the business Creating content at time of customer interaction Focus on quality of knowledge articles rather than quantity Leveraging analytics to tune knowledge effectiveness More Satisfied Customers!
What Our Customers Have to Say The recommended solutions immediately resolved issues I was experiencing with SPI As-Built and Projects USA like this new support site, it s a lot quicker to work with!! UK This was a perfect answer to a perplexing question Chile
What s Next? How do we measure improvements? Who gets rewarded?
It s a Journey That is how we got to this point Remember, it s a Journey
Program Agenda 1 2 3 4 Sarah Sheaffer, Manager, Customer Care, HSN Craig Cecil, Senior Manager, Customer Service Systems, Intergraph Marie Lockhart, Director, Global Product Support, Oracle Questions Copyright 2015, Oracle and/or its affiliates. All rights reserved. 30
KCS in Oracle Service Cloud Customer Support Marie Lockhart Director, Global Product Support, OSVC April 1, 2015 Copyright 2015, Oracle and/or its affiliates. All rights reserved.
Program Agenda 1 2 3 Successes and challenges Agent training and testing for authoring certification Answer Quality Index (AQI) survey by proxy and process Copyright 2015, Oracle and/or its affiliates. All rights reserved. 32
Program Agenda with Highlight 1 2 3 Successes and challenges Agent training and testing for authoring certification Answer Quality Index (AQI) survey by proxy and process Copyright 2015, Oracle and/or its affiliates. All rights reserved. 33
Successes and challenges Challenges Prioritization of KCS related tasks such as writing answers while answering service requests Working with SMEs for prioritization of content review and feedback Answers may be started at one level, but require SME for completion. These answers sometimes get overlooked in the process of resolving service requests and are seen through to published status. This is address by the Knowledge Base Manager periodically reviewing answers in a work in progress state and following up for content review. Copyright 2015, Oracle and/or its affiliates. All rights reserved. 34
Program Agenda with Highlight 1 2 3 Successes and challenges Agent training and testing for authoring certification Answer Quality Index (AQI) survey by proxy and process Copyright 2015, Oracle and/or its affiliates. All rights reserved. 35
Agent training and testing for authoring certification Oracle Service Cloud KCS Publishing license model includes three roles: Candidate Largely composed of new hires, reaching a candidate level is part of the on-boarding process in getting new hires trained up. Most technical support agents will move beyond KCS Candidate level within the first couple months. Contributor An agent must draft several high quality answers demonstrating consistency of KCS compliant content They will then move to this level by reviewing training materials and passing the KCS Contributor certification test. Publisher Publishers will have created several high quality internal answers and demonstrated mastery at the KCS Contributor level. They will then move to this level by reviewing training materials and passing the KCS Publisher certification test. Copyright 2015, Oracle and/or its affiliates. All rights reserved. 36
Program Agenda with Highlight 1 2 3 Successes and challenges Agent training and testing for authoring certification Answer Quality Index (AQI) survey by proxy and process Copyright 2015, Oracle and/or its affiliates. All rights reserved. 37
AQI survey by proxy and process Answers are created by a variety of resources including Technical Support, content owners and Subject Matter Experts (SMEs) Answers that are not drafted by KCS certified publishers are flagged by state for KCS review Using a targeted list of questions focused on KCS compliance details, content is then reviewed by a Knowledge Base Manager Survey reviews are then sent back to the authoring agent with feedback and for follow up if needed Copyright 2015, Oracle and/or its affiliates. All rights reserved. 38
Copyright 2015, Oracle and/or its affiliates. All rights reserved. 39
Copyright 2015, Oracle and/or its affiliates. All rights reserved. 40
Copyright 2015, Oracle and/or its affiliates. All rights reserved. 41
Copyright 2015, Oracle and/or its affiliates. All rights reserved. 42