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For Knowledge Aggregation & Knowledge Management
For Knowledge Aggregation & Knowledge Management
FYI becomes a single Knowledge/Document Repository to manage content for the
organization that helps Front Line Staff to deliver consistent and accurate information
quickly
• Rich text interface help content managers in creating and updating content with ease
using the built-in editor
• Built-in workflow management: see who approves the content, track edit history
2
Document and Content Management
Knowledge and Content
Management
Robust Search
Features
FYI has a quick search functionality with:
• Filename search
• Keyword/phrase search with auto complete
• Display of most used searches to FLS for easy select
Profile Based Access Decide who should view, edit, delete
• Post / Edit / Delete
• Increase Self Service: by integrating with your website and mobile app
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Knowledge Repository
FAQ
Notice Board
FYI offers a Notice Board with different tabs for Process and Non-Process for creating and
dissemination of information across the organization for:
• New offers/vouchers from Marketing
• Release of new feature or change in procedure
• Process updates
• Posting articles with/without digital acknowledgement
• Press Releases / Organizational Announcements / HR updates
With several features such as:
• Making it compulsory for Front Line Staff to read a notice
• Ability to track read/browsing history
• Archive center of all posts after expiry
• Scrollable marquee for notices that are more important
• HTML Article editor with option to upload attachments
4
Call Guidance Tool
Decision Tree / Call
Guidance and
Training
FYI helps you create call guidance tree (with nodes and braches) for the Front Line
Staff to help deliver right solution to the customer, quickly
• Create decision tree based on each Reason for Call, attach reference document,
links, video, pictures etc at each node
• Users can rate the decision tree and provide feedback for continuous
improvement
• New hires can get trained using FYI and learn handling real life scenarios based
on what should be done for each call type
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It’s Benefits
Reduce AHTReduce Repeat
Calls
Reduce Training
Time
Deliver Consistent and Accurate
Information to Customer
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FYI: Product Features Roadmap
• Knowledge Repository• Content Management• Articles• Notices• FAQ• Compulsory read by FLS• Dashboards/Reports• Email Alerts• Advance Search• CALL GUIDANCE / DECISION TREE
CURRENTWithin
1 MONTH
Within 2 MONTHS
Within 6 MONTHS
• Global Edit (Editing an instance will auto-change in all other relevant instances within FYI)
• Discussion Forum• SMS alerts
• Chat Bot with Natural Language Processing Algorithm
• Knowledge Assessment Test Module, including Self Assessment
Within 12 MONTHS
• Wiki Style Knowledge Management – self managed by Users for higher agility and content update
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Roles within FYI
AGENT (Front Line Staff)
Agents are the end or primary users of FYI. Tool‘s category based filters for question enables agent to provide faster and accurate solution to customer thus enhancing customer experience. It also empowers them to provide feedback on the usability of the content. Agent receives all Notices and can access FAQ
CONTENT WRITER
Content writer roll enables the user to add new or edit existing content, create Notices, FAQ through a Wiki styled rich text interface that is easy to use and effective. FYI analytics peovides a holistic as well detailed view of the articles that are causing maximum impact either positive or negative through end-user
ADMINISTRATOR
The admin role enables user to add, edit or delete Agent/Content Writer/Approver access; add or make changes to categories of decision trees; create Notices, FAQ and upload documents to knowledge bank and creating new categories for knowledge bank. Essentially this is a pivotal role for configuration and maintenance of your FYI instance
APPROVER
Approves the content or suggest edit that goes back to Content Writer
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Admin Dashboard (sample screenshot)
Track how articles are being used
Quick view of Articles, Notices, FAQs and if
there are any pending tasks
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Notice Room (sample screenshot)
Rich text editor
Select Approver and notify
Add and Manage Categories
Make ‘Notice’ a scrolling announcement
View Notices through an easily selectable grid
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FAQ (sample screenshots)
Easily manage FAQ with different categories
Rich text editor that lets you create FAQ in the format you want
Each FAQ set is sent for approval
Edit, approve, delete FAQs easily through the grid system.
Quickly save and add new questions in a
single FAQ
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Document Management (sample screenshots)
Easily manage articles at different Stages
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Front Line Staff View (sample screenshots)
Select Articles based on different level of categories, sub-categories
Quickly select the required article from the list of ‘most
used’
View article
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Knowledge Management: As a Service
Improves Quality of Service DeliveryReduces turn-around-time for content update and therefore improves quality of service delivery by customer facing staff
Updated content - Always
Co-ordination with all biz functions
User friendly and searchable content
Celtycs as SPOC for all KM need
We will take the ownership of maintaining and keeping FYI up-to-date always i.e. we will play the role of Content Writer and you just approve the content (optional). End-consumers of content will always have access to up-to-date product and process knowledge
We will continuously interact with various business functions within your organization to collate Content/Notices/FAQ etc
We will analyze each content and make it more user friendly, easy to search & understand by customer facing staff, before uploading into FYI
Celtycs becomes a single point of contact for all your business functions/departments concerning knowledge management upkeep – negates the impact of attrition within your organization
Celtycs offers a unique solution of providing Knowledge Management as a Service.
ITS BENEFITS
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Contact Us
France
Véronique Godart+33 6 08 17 59 [email protected]
www.activeo.fr
Singapore
Jonathan Mondon+65 9240 [email protected]
www.activeo.com
India
Vinit Singhal+91 98451 [email protected]
www.celtycs.com
Switzerland
Florence Guyot+41 76 336 40 [email protected]
www.activeo.fr
