About Universal Knowledge

Universal Knowledge by Knowledge Powered Solutions is a knowledge management system which provides solutions for contact centers, help desks, internal knowledge management, and web self-service portals. The software can be integrated with ITSM (IT Service Management), help desk, CRM systems, websites, self-service portals and social media channels.

Universal Knowledge enables users to leverage existing knowledge sources, such as SharePoint 365, Google Docs , Dropbox in addition to intranets, file shares and external websites, without needing to move or duplicate information.

Documents indexing is an automated process, with keywords extracted automatically by the system.

Users can configure the taxonomic framework to suit their needs, set up templates and stylesheets to automatically apply correct styling and structure to documents, and define content expiry and revalidation schedules. Content can also be added and edited manually by users, with a full audit trail created, showing all previous versions of each document.

Universal Knowledge provides multiple options for finding information, from a sophisticated search, using natural language or through keyword and phrase matching. A highly configurable front end means users see dashboards relevant to their department and role, with the most relevant information presented to them as soon as they log in.

Specific content can also be pushed to end users through the system, including displaying ‘Hot Topics’ as soon as the knowledge base is accessed, or by sending and tracking ‘Required Reading’ such as new policies or critical updates.

A list of ‘Frequently Offered Solutions’ is dynamically created from the documents which are most widely used to resolve issues, ensuring that the list remains up-to-date and accurately reflects the most commonly used solutions.

Pricing starting from:

£10.00/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of Universal Knowledge

  • Existing knowledge assets can be indexed and listed automatically, with multiple knowledge sources searched, patterns and concepts determined from within document sets, and keywords automatically extracted.

  • The built-in natural language search and self-learning capabilities allow users to search content by asking questions using natural phrases rather than keywords, with the system continually adding the phrasing used in searches into the index.

  • For important campaign information, new policies, or critical updates, users can employ the ‘Required Reading’ feature to track which customer service staff and help desk agents have received and read notices.

  • An automatically-generated list of the most used documents creates a dynamic ‘Frequently Offered Solutions’ section accessible by agents and available on the self-service portal, ensuring that the selection reflects the documents which are most commonly accessed without requiring manual maintenance.

  • User behavior, including search histories, knowledge contributions, and search success rates, can be tracked and used to identify training needs and recognize the contribution of authors of the most widely used documents.
  • Typical Customers

    • Freelancers
    • Small Businesses (2-50)
    • Mid-size Companies (51-500)
    • Large enterprises (500 and more)

    Deployment

    • Cloud-based
    • On-premise

    Markets

    Australia, Austria, Belgium, Canada, Denmark and 15 others

    Supported Languages

    Danish, Dutch, English, French, German and 5 others

    Pricing starting from:

    £10.00/month

    • Free Version
    • Free Trial
    • Subscription

    Images

    Universal Knowledge Software - Homepage and page layout can be configured and personalized by users
    Universal Knowledge Software - When opening a document, the best matching fragments of a document will be displayed, ensuring the user is taken to the answer to their question, regardless of where this exists within a document
    Universal Knowledge Software - Content can be easily uploaded, with ‘drag and drop’ functionality
    Universal Knowledge Software - Document information is available to users to enable users to gain TRUST in the content
    Universal Knowledge Software - Content can be leveraged from external sources, such as cloud document repositories, websites or document management systems
    Universal Knowledge Software - The changes made to documents are highlighted to make it easy for users to see the details of the changes that have been made
    Universal Knowledge Software - Universal Knowledge also provides comprehensive reporting to ensure knowledge demand and user adoption can be effectively measured
    View 8 more
    Universal Knowledge video
    Universal Knowledge Software - Homepage and page layout can be configured and personalized by users
    Universal Knowledge Software - When opening a document, the best matching fragments of a document will be displayed, ensuring the user is taken to the answer to their question, regardless of where this exists within a document
    Universal Knowledge Software - Content can be easily uploaded, with ‘drag and drop’ functionality
    Universal Knowledge Software - Document information is available to users to enable users to gain TRUST in the content
    Universal Knowledge Software - Content can be leveraged from external sources, such as cloud document repositories, websites or document management systems
    Universal Knowledge Software - The changes made to documents are highlighted to make it easy for users to see the details of the changes that have been made
    Universal Knowledge Software - Universal Knowledge also provides comprehensive reporting to ensure knowledge demand and user adoption can be effectively measured

    Features

    Total features of Universal Knowledge: 52

    • API
    • Access Controls/Permissions
    • Activity Dashboard
    • Activity Tracking
    • Alerts/Notifications
    • Catalog Management
    • Collaboration Tools
    • Commenting/Notes
    • Communication Management
    • Content Library
    • Content Management
    • Customizable Branding
    • Customizable Fields
    • Customizable Reports
    • Customizable Templates
    • Dashboard
    • Data Import/Export
    • Decision Support Software
    • Discussions/Forums
    • Document Management
    • Document Storage
    • Drag & Drop
    • Drag & Drop Editor
    • Email Alerts
    • Feedback Management
    • File Management
    • Full Text Search
    • Knowledge Base Management
    • Knowledge Management
    • Live Chat
    • Mobile Interface
    • Multi-Language
    • Online Forums
    • Pre-built Templates
    • Real-Time Notifications
    • Real-Time Reporting
    • Reporting & Statistics
    • Reporting/Analytics
    • Rich Text Editor
    • SSL Security
    • Self Service Portal
    • Single Sign On
    • Social Media Integration
    • Tagging
    • Templates
    • Text Editing
    • Third-Party Integrations
    • User Management
    • WYSIWYG Editor
    • Website Integration
    • Widgets
    • Workflow Management

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    Reviews

    Overall rating

    4.6 /5
    (12)
    Value for Money
    4.6/5
    Features
    4.4/5
    Ease of Use
    4.5/5
    Customer Support
    5/5

    Already have Universal Knowledge?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Showing 5 reviews of 12
    Salie
    Salie
    Overall rating
    • Industry: Computer Software
    • Company size: 11–50 Employees
    • Used Weekly for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    Knowledge Management in Developing Countries

    Reviewed on 2018/09/25

    With a new generation of South Africans coming into the business market it becomes more and more...

    With a new generation of South Africans coming into the business market it becomes more and more difficult to mentor everyone in the same way. The pressure that internships and learner-ships place on Snr resources is huge, but with KPS KM important knowledge can now be shared and distributed through the organisation as well as over the years.

    Pros

    Ease of harvesting knowledge from other systems.
    The AI like function of linking search phrases to topics.
    Taxonomy setup and linking of user rights.
    Management of content and the regular updating of it.

    Cons

    Collaboration between individuals could be more Graphic, but it works well.

    Martin
    Overall rating
    • Industry: Telecommunications
    • Company size: 51–200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Critical software for our use in our contact centre

    Reviewed on 2019/12/19

    The significant positive effects on increased First Contact Resolution and Customer Satisfaction,...

    The significant positive effects on increased First Contact Resolution and Customer Satisfaction, decreased Complaints and AHT, better staff engagement (internally and with customers and their customers), better bottom line Financials, and overall ease and accuracy of implementation of changing information and processes. Our environment is fast-paced and ever-changing. I doubt whether we could keep up with these and provide the levels of services that our customers demand without having KPS KMS in place.

    Pros

    As a outsource contact centre, servicing multiple corporate and government accounts, an extremely good knowledge management software product is critical to the on-going successful delivery of all services. The KPS KMS fulfills that requirement in every regard. It provides significant bang for sensible bucks. It is relatively easy to setup, use, administer and maintain. Our contact centre agents and our customers love it, as do those who contact us. Major positive effects on AHT, First Contact Resolution, Financials, and Complaints etc

    Cons

    There is very very little to not like about this software - to the point that we as an organisation and sgnificant heavy users of it cannot think of any that easily comes to mind

    Verified Reviewer
    Overall rating
    • Industry: Hospital & Health Care
    • Company size: 201–500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    Strong functionality, great support

    Reviewed on 2018/09/21

    We've got a strong tool for our customer service team to use as a knowledge resource. The learning...

    We've got a strong tool for our customer service team to use as a knowledge resource. The learning curve is a bit steep, but worth it.

    Pros

    I love the support we receive, and the robust functionality. KPS is very open to changes, and are positioned to be adaptive to customer needs.

    Cons

    The UI is not terribly intuitive, which can be problematic. We're not always satisfied with the import functionality. None of these are drastic issues, though.

    Response from Knowledge Powered Solutions

    Thank you, we appreciate you taking the time to complete this review of KPS Universal Knowledge.

    We are grateful for your comments about the depth of functionality and great customer support and we do understand your comments about the UI and the development team is currently working on improvements. The next release of Universal Knowledge will provide an easy to use intuitive UI that can be configured by end users. Thank you.

    Vicki
    Overall rating
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support

    Greatly satisfied implementation and usage of Knowledge Powered Solution

    Reviewed on 2015/09/09

    The implementation team came on site to provide hands-on server install and customization. During...

    The implementation team came on site to provide hands-on server install and customization. During this multi day visit, their team created customized scripting to extract book titles and detailed information to feed the Knowledge Management System. The results are: time saved, the availability of data for the Customer Service Representative (CSR) to speak with agility and on demand knowledge for a 2 minute call constraint. This near real time data originated from another system of record but appears seamless to the CSR.
    As the software releases become available, KPS staff are proactive to insure our operating system and SQL releases are compatible with the new software. As we refresh to the most current release in 3 weeks, they have committed to Go-To-Meeting and help us to install while they watch to answer our question and develop our internal knowledge. We have built a very solid library of information for repeatable processes, integrity in our data, and quickly implementing new documentation with little confusion. Write authority is limited by access control and the read permissions are wide. Our content library is very stable and well managed, thanks in part to the permissions design.
    The KPS team has been very responsive to our Information Service team for information. The system has not failed in the 3 years we have used it on our own servers. The KPS tem send out notices of existing functionality as we grown and announcing new capabilities as their product demand grow. Their staff provides personalized support and not dial x for this or that.
    The KPS software has allowed us to annotate procedures which are critical for control and legal compliance. An intentional naming scheme allows us to identify document which need to be reviewed at least annually for payment card compliance.
    We have nothing but gratitude for this responsive team. The product delivers what is promised and the users determine their destinies. Invest the time to state your usage to the implementation team, listen to their suggested solutions and allow the KPS team to deliver your configured solution. The product is affordable. We are very grateful to our KPS partners and their product and rate them very high for ease of use, customer support and commitment to their product.

    Response from Knowledge Powered Solutions

    It is an absolute pleasure working with ODBM, we strive to achieve a personalised support approach with each of our clients and are delighted to be recognised for this approach.

    Ibrahim
    Overall rating
    • Industry: Telecommunications
    • Company size: 201–500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Thank you

    Reviewed on 2022/09/29

    Excellent collaboration.

    Excellent collaboration.

    Pros

    Portlets and required reading is our favorite. Also the ability to set a due date for knowledge items is handy.

    Cons

    I look forward for the reporting matrix to be improved further with flexibility of customization.

    Response from Knowledge Powered Solutions

    Hi Yaan, thank you for reviewing the KPS Universal Knowledge product, we appreciate it and value your feedback.

    We are in the process of finalising the next release, which will include the reporting enhancements, so we will get that release to you very shortly.

    Showing 5 reviews of 12 Read all reviews

    Universal Knowledge FAQs

    Below are some frequently asked questions for Universal Knowledge.

    Universal Knowledge offers the following pricing plans:

    • Starting from: £10.00/month View Pricing Plans
    • Pricing model: Subscription
    • Free Trial: Available

    Universal Knowledge is available for a minimum of 15 users.

    Universal Knowledge has the following typical customers:

    11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

    Universal Knowledge supports the following languages:

    Danish, Dutch, English, French, German, Italian, Norwegian, Portuguese, Spanish, Swedish

    Universal Knowledge supports the following devices:

    Universal Knowledge integrates with the following applications:

    Dropbox Business, Google Docs, Microsoft 365, Microsoft SharePoint

    Universal Knowledge offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat

    Related categories

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