{"id":732,"date":"2025-02-14T15:44:49","date_gmt":"2025-02-14T15:44:49","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?page_id=732"},"modified":"2026-02-17T10:27:47","modified_gmt":"2026-02-17T10:27:47","slug":"knowledge-management","status":"publish","type":"page","link":"https:\/\/www.contentguru.com\/en-us\/products\/storm-cx\/data-and-integrations\/knowledge-management\/","title":{"rendered":"Knowledge Management"},"content":{"rendered":"\n\n
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storm<\/strong>\u00ae<\/sub> CKS\u00ae<\/sub> KNOWLEDGE MANAGEMENT\u2122<\/h4>\n

Knowledge Management<\/h1>\n

Empower your agents and unify your knowledge base for improved CX.<\/span><\/h4>\n <\/div>\n <\/div>\n\n \n <\/section>\n\n\n\n\n\n
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Knowledge Management and Democratization<\/h2>\n

storm<\/i><\/b>\u00ae<\/sub> CKS\u00ae<\/sub> KNOWLEDGE MANAGEMENT\u2122 is an information creation and management tool that increases First Contact Resolution rates and reduces Average Handling Time.<\/span><\/i><\/p>\n<\/div>\n <\/div>\n <\/div>\n \n\n\n

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Empower Your Workforce<\/span><\/h3>\n

When your customers get in contact, they\u2019re looking for answers. Your agents have to provide them. If those answers are slow, inconsistent, or unhelpful, your CX will suffer.<\/span><\/p>\n

storm\u00ae<\/sub> <\/b>CKS\u00ae<\/sub>: KNOWLEDGE MANAGEMENT brings your knowledge to a single, feature-rich platform, so customers get the answers they need when they need them.<\/span><\/p>\n <\/div>\n

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Centralize Knowledge<\/span><\/h3>\n

Bring all your organization\u2019s knowledge into a single platform. Articles are grouped into knowledge bases, controlled by variables.\u00a0<\/span><\/p>\n

The creator of a knowledge base can add articles and decision trees for easy navigation. When changes are made, automatic notifications keep other authors up-to-date, to ensure consistency.<\/span><\/p>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n \n <\/section>\n\n\n\n\n\n

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Intelligent Knowledge Trees<\/span><\/h3>\n

Guide your customers to the answers they need. Decision trees guide customers and agents through your knowledge bases, toward a resolution.\u00a0<\/span><\/p>\n

Effective knowledge management reduces agent training costs and allows customers to self-serve. Cut down on time spent searching for answers.<\/span><\/p>\n <\/div>\n

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AI Summarization<\/span><\/h3>\n

Generative AI-powered screen pop-ups present curated knowledge articles and decision trees to the agent in <\/span>storm<\/b>\u00a0DTA \u2013 the agent interface.<\/span><\/p>\n

These screen-pops summarize articles, providing relevant information to the agent quickly, during a customer interaction.<\/span><\/p>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n \n <\/section>\n\n\n\n\n\n

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Internal & External Interfaces<\/span><\/h3>\n

Tailor your knowledge to the needs of the customer. Control the articles available to customers and agents, to keep sensitive information secure.\u00a0<\/span><\/p>\n

Through publications, you can easily control the articles available to different target audiences.<\/span><\/p>\n <\/div>\n

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Want to Learn More?<\/h2>\n <\/div>\n <\/div>\n \n\n\n
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<\/form>\n \n \n <\/div>\n <\/div>\n <\/div>\n\n \n <\/section>\n\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":6,"featured_media":0,"parent":692,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":true,"inline_featured_image":false,"footnotes":""},"folder":[15],"class_list":["post-732","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nKnowledge Management - Content Guru Inc.<\/title>\n<meta name=\"description\" content=\"Empower your agents and unify your knowledge base for improved CX with storm\u00ae CKS\u00ae KNOWLEDGE MANAGEMENT\u2122.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.contentguru.com\/en-us\/products\/storm-cx\/data-and-integrations\/knowledge-management\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Knowledge Management - 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