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 a range of ITSM (IT Service Management), help desk, and CRM systems, websites & self-service portals, and social media channels.

Universal Knowledge enables users to leverage existing knowledge sources, including shared Word, PDF, html, and other files, intranets, external websites, and document management systems like Sharepoint, without needing to move or duplicate information. Documents indexing is an automated process, with concepts and patterns within document sets determined and 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 includes natural language search, which allows users to search for solutions as if asking a question, rather than searching individual keywords or phrases. The inbuilt self-learning mechanism captures the phrasing used in searches and uses this to enrich the index for future inquiries, enabling the system to return the most relevant content based on the overall intent of a search, even if specific keywords are not present. 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.

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.

  • Devices

    Business size

    S M L

    Markets

    United States, Canada, United Kingdom, Australia

    Supported Languages

    Danish, Dutch, English, French, German and 5 others, Italian, Norwegian, Portuguese, Spanish, Swedish

    Features

    Total features of Universal Knowledge: 18

    • API
    • Audit Trail
    • Automatic Notifications
    • Content Repository
    • Customizable Reporting
    • Customizable Templates
    • Document Review
    • Feedback Collection
    • Indexing
    • Knowledge Base Management
    • Natural Language Search
    • Receiving
    • Search Functionality
    • Self Service Portal
    • Self-Learning
    • Tagging
    • Version Control
    • Video Support

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    Reviews

    Overall rating

    4,5 /5
    (11)
    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.

    Write a Review!
    Showing 5 reviews of 11
    Salie G.
    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 B.
    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

    Ashlee R.
    Overall rating
    • Industry: Hospital & Health Care
    • Company size: 10 000+ Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

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

    KPS Review

    Reviewed on 2020/12/24

    The knowledge management software gave our team the edge in streamlining our scheduling processes...

    The knowledge management software gave our team the edge in streamlining our scheduling processes and provided all resources that our teams needed to ensure our patients were scheduled and taken care of in a timely manner. The KPS team is amazing to work with and provided excellent support to our team.

    Pros

    The KPS System is a great tool and resource to house all scheduling knowledge management guides that provides ease of access and enhancements to improve overall team performance and quality.

    Cons

    In the beginning stages of implementations we did find that there were some difficulties customizing the software to meet our needs, this was immediately resolved and future enhancements improved our overall experience. The KPS development team is always exploring innovative ways to enhance the technology.

    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 A.
    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.

    Showing 5 reviews of 11 Read all reviews

    Universal Knowledge FAQs

    Below are some frequently asked questions for Universal Knowledge.

    Universal Knowledge offers the following pricing plans:

    • Starting from: US$12,00/month
    • Pricing model: Subscription
    • Free Trial: Available

    Universal Knowledge is available for a minimum of 15 users.

    Universal Knowledge offers the following features:

    • Automatic index process
    • Configurable taxonomy structure
    • Custom reporting
    • Customer feedback capture
    • Customizable templates
    • Document versions
    • Dynamic FAQs
    • Dynamic document repositories
    • Full audit trails
    • Guided problem solving
    • Image & video embedding
    • Keyword extraction
    • Knowledge capture
    • Multi-lingual index & search
    • Natural language search
    • Notifications portal
    • Report dashboards
    • Review & approval workflows
    • Self-learning
    • Self-service portal
    • Simple content editor
    • Style sheets
    • User-defined content expiry & revalidation schedules
    • ‘Required Reading’

    Universal Knowledge has the following typical customers:

    Large Enterprises, Mid Size Business

    Universal Knowledge supports the following languages:

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

    We do not have any information about what devices Universal Knowledge supports

    We do not have any information about what integrations Universal Knowledge has

    Universal Knowledge offers the following support options:

    Knowledge Base, Phone Support, Online Support

    Related categories

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