Information continues to grow more important for gaining acompetitive advantage, but managing it isn't getting any easier. The challengeis making some organizations take another look at knowledge managementplatforms. Oracle wants to ensure it will be at the top of mind when they startlooking by making some significant updates to its Oracle Knowledge platform.
Managing Organizational Knowledge
Knowledge management was once “the” hot thing. Vendors spun tales of eliminating information leakage and crafting a digital brain that held answers instead of employees. The vision was great; the implementation, not so much. Knowledge management faded from the spotlight, but never really went completely away.
Oracle is betting that it’s time for knowledge management to have some time in the sun again. The company has majorly revamped its knowledge platform, Oracle Knowledge. The new release, Oracle Knowledge 8.5, is the most significant release since Oracle acquired the software when it purchased Inquira and rebranded it late last year.
The latest release includes a long list of new features such as:
- AnswerFlow, a new application for guided troubleshooting and answer delivery
- New pre-built analytics dashboards
- One-click language and geography enablement for over 50 languages and 150 locales
- Better integration with Oracle’s CRM applications
- Significant improvements in scaling and performance capabilities
A summary of all the new features in Oracle Knowledge 8.5 are available in the product summary for the release. Oracle hopes the new features will entice organizations to leverage Oracle Knowledge internally to help employees locate information to answer customer questions or externally for web self-service.
Information Fuels Business
Customer service has always been a key business competency, but modern companies face expectations of Internet-speed responses. Knowledge management solutions, like Oracle’s, promise organizations the ability to quickly find answers instead of hunting through multiple silos.
Although knowledge management systems have become less popular in recent years and lines continue to blur between it and other forms of information management, some still tout knowledge management (and the tools that support it) as a key to business success. Time will reveal if it really is.