Universal Knowledge

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
Typical Customers
- Freelancers
- Small Businesses (2-50)
- Mid-size Companies (51-500)
- Large enterprises (500 and more)
Deployment
- Cloud-based
- On-premise
Pricing starting from:
£10.00/month
- Free Version
- Free Trial
- Subscription
Images







Features
Total features of Universal Knowledge: 52
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Reviews
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- Industry: Computer Software
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
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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.
- Industry: Telecommunications
- Company size: 51–200 Employees
- Used Daily for 2+ years
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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
- Industry: Hospital & Health Care
- Company size: 201–500 Employees
- Used Daily for 2+ years
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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.
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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.
- 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.
Universal Knowledge FAQs
Below are some frequently asked questions for Universal Knowledge.Q. What type of pricing plans does Universal Knowledge offer?
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.
Q. Who are the typical users of Universal Knowledge?
Universal Knowledge has the following typical customers:
11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Universal Knowledge support?
Universal Knowledge supports the following languages:
Danish, Dutch, English, French, German, Italian, Norwegian, Portuguese, Spanish, Swedish
Q. Does Universal Knowledge support mobile devices?
Universal Knowledge supports the following devices:
Q. What other apps does Universal Knowledge integrate with?
Universal Knowledge integrates with the following applications:
Dropbox Business, Google Docs, Microsoft 365, Microsoft SharePoint
Q. What level of support does Universal Knowledge offer?
Universal Knowledge offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat
Related categories
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