USU Knowledge Management
USU Knowledge Management
About USU Knowledge Management
USU Knowledge Management is an enterprise knowledge management platform designed to help company’s centralize their internal knowledge in a single and accessible database. Knowledge Center’s knowledge base integrates a range of features, including folders, Wikis, sticky notes, employee contacts, and FAQs, serving to provide agents with the tools to find all the answers for customers when and where they need them. Knowledge Center also supports AI-powered search, inter-agent chat, e-learning capabilities, social media integration, active documents and questionnaires, feedback management, and more.
Intelligent search capabilities enable agents to find answers to questions quickly and easily, while the decision tree creation tool allows users to build custom decision trees to guide agents through customer inquiries step-by-step. An article editor helps users create and edit the content in knowledge articles. E-learning functionality is designed to help reduce the onboarding time or training for new agents. Knowledge Center integrates with Unymira USU’s knowledge chatbot and web self-service portal ‘Knowledge First’, as well as with other familiar products such as Salesforce, Zendesk, and more. Multi-language support ensures Knowledge Center is suitable for global use.
Key benefits of USU Knowledge Management
• USU Knowledge Management gives agents quick and central access to all the knowledge they need to help customers - from knowledge articles to files, folders, Wikis and sticky notes.
• Intelligent search functionality enables agents to locate information for customers quickly and easily.
• Use the decision tree creation tool to build custom decision trees to guide agents conveniently through customer inquiries.
• Agents can create new knowledge articles, as well as edit existing content with the intelligent article editor.
• Supports multiple languages, ensuring it is suitable for international use.
Images
Not sure about USU Knowledge Management?
Compare with a popular alternative
Starting Price
Pricing Options
Features
Integrations
Ease of Use
Value for Money
Customer Service
Alternatives
Freshdesk
Microsoft SharePoint
Zendesk Suite
eGain Knowledge Hub
Reviews
Already have USU Knowledge Management?
Software buyers need your help! Product reviews help the rest of us make great decisions.
- Industry: Telecommunications
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Excellent resource to manage your single source of truth
Reviewed on 2021/06/16
[SENSITIVE CONTENT HIDDEN] and the team at Unymira were excellent at every level. They made it easy...
[SENSITIVE CONTENT HIDDEN] and the team at Unymira were excellent at every level. They made it easy to understand the product and simplified the procurement process. The implementation went smoothly and [SENSITIVE CONTENT HIDDEN] was part of the journey at every step.
Pros
Ease of use, flexibility and the agent interface
Cons
None, the product met all of our criteria
Alternatives Considered
eGain Knowledge HubReasons for Switching to USU Knowledge Management
Ease of use for the administrator and agents.Response from USU
Hi Tariq, We appreciate your review and that USU KM meets all of your needs and is helping to make customer service easier for you and other agents! Let us know if you have any other feedback or requests!
- Industry: Medical Devices
- Company size: 5,001–10,000 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great Tool for Contact Centers
Reviewed on 2019/07/08
We implemented Knowledge Center to support customer service team members located in five locations...
We implemented Knowledge Center to support customer service team members located in five locations across the globe (primarily North America). We needed a product with a flexible structure we could configure to meet the specific needs of our various teams as well as support our transition to a KCS framework driving content creation from the front-lines. Knowledge Center provided a cost-effective yet robust solution tailored to the needs of contact and support centers.
Pros
Designed to support customer service teams, Knowledge Center provides an excellent platform for hosting the information my teams need to answer questions quickly. We have great flexibility to configure the system specific to our organizational structure, allowing us to pre-filter answers based on the user's team membership. Customizable roles and groups allow for clearly defined access rights for the users and the ability to manage those rights easily. Coupled with the customizable workflows, this has allowed us to pursue a true Knowledge Centered Support (KCS) strategy by distributing appropriate editorial privileges throughout the teams. Multiple hosted and on-prem options available.
Cons
Knowledge Center lacks thorough system and administrative documentation in English. This lack is somewhat mitigated by excellent support and availability of the Unymira implementation team but does create some challenges in learning the system and its potential uses. The high flexibility and customizability of the system, along with some non-intuitive interface elements, lead to a rather steep learning curve.
Reasons for Choosing USU Knowledge Management
Too many problems with Salesforce Knowledge. The product never seemed to be fully supported by Salesforce with features that did not work as documented. Support for problems with Salesforce Knowledge was difficult, even with Salesforce's Premiere support subscription. Licensing requirements for Salesforce Knowledge were archaic with multiple, different licenses required to implement a multi-author, multi-reviewer solution.Reasons for Switching to USU Knowledge Management
Designed to support customer service organizations. Great flexibility and feature set. Excellent service and support. Value for the cost.Response from USU
Thank you so much for taking the time to leave a thorough review! We're glad to hear that Knowledge Center has helped solve your knowledge management and tackle service challenges!
We are definitely aware of the issues with English documentation and are working to remedy that with new staff.
In terms of Ease of Use, the next major release is coming this year (KC7) which includes a heavy focus on improving the interface and user experience.
- Industry: Telecommunications
- Company size: 501–1,000 Employees
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Knowledge Center is excellent!
Reviewed on 2019/08/08
Pros
This user-friendly software is very adaptable with very cool features.
Cons
At this time, I an unable to say .......
Response from USU
Hi Judy-Ann, thanks for taking the time to leave a review for us! we'd love to hear more details of what you like and find most useful about the tool as well as any suggestions you have!
- Industry: Medical Devices
- 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
Not just "Checking Boxes" product. This is their primary focus and it shows. There is a...
Reviewed on 2021/06/15
The product is really everything we could ask for. Easy to create and manage content, even easier...
The product is really everything we could ask for. Easy to create and manage content, even easier for contact center reps to find what they are looking for quickly, with information organized clean
Pros
Many will say they offer a Knowledge Management solution however it is generally not their primary focus, if not obvious during RFP, it will become obvious once you begin to use. I have found those other companies will do "just enough" to sell you that it's "Knowledge Management" but lack necessary features impacting your ability to run a successful Knowledge project.
Cons
Nothing really comes to mind, whatever concerns I may have had are usually addressed by really responsive support team
Reasons for Choosing USU Knowledge Management
Anyone that has worked in SharePoint can understand why. Difficult to create/manage content, awful searchSwitched From
Microsoft SharePointReasons for Switching to USU Knowledge Management
Many companies will claim to provide Knowledge Management however they really do "just enough" where USU is loaded with features, bells and whistles all helping make Knowledge Management a critical component in our day to day.Response from USU
Thanks so much Keith for taking the time to leave a detailed review. We pride ourselves on being focused on KM for service, not a general purpose add-on module. So it's glad to hear customer feedback that supports it!
- Industry: Telecommunications
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
USU Knowledge Management will empower your business and users
Reviewed on 2021/07/13
Pros
The most impressive aspect of USU's Knowledge Management system is the ability for knowledge managers to customize the user experience based on their business needs. Drag and drop modules allow you to build user interfaces that enable users to engage with content better than any knowledge base I have ever managed. Users can favorite, rate, and follow content which enables users to get to the content they need quickly. The training and decision tree builders allows for content designers and training teams to create and deploy robust learning experiences quickly and effectively - ensuring process compliance and increasing users speed to proficiency.
Cons
There were some lessons learned with reporting requirements - these should be defined in detail versus high-level. Depending on the requirements, the system will be need to be configured to capture the data required for reporting.
Response from USU
Hi Stephanie,
Thank you so much - we appreciate your feedback! We are glad that USU Knowledge Management is helping your users engage with your content. Keep in touch with any additional thoughts or questions!
Thank you!
USU Knowledge Management FAQs
Below are some frequently asked questions for USU Knowledge Management.Q. What type of pricing plans does USU Knowledge Management offer?
USU Knowledge Management offers the following pricing plans:
- Starting from: US$10.00/month
- Pricing model: Subscription
- Free Trial: Available
We have three pricing tiers: Foundation - starts at $10 per user per month. Includes AI-powered search; WYSIWYG editor; custom workflows & alerts; article feedback; cloud deployment Pioneer - starts at $15 per user per month. Includes Foundation features plus: Dynamic documents; custom workflows; rich search results; decision trees or e-learning module; cloud or on-premise deployment Visionary - starts at $20 per user per month. Includes features from all other packages plus: Decision trees module; e-learning module; advanced reporting & analytics; customer self-service; cloud or on-premise deployment *Pricing assumes minimum of 100 users
Q. Who are the typical users of USU Knowledge Management?
USU Knowledge Management has the following typical customers:
201–500, 501–1,000, 1,001–5,000
Q. What languages does USU Knowledge Management support?
USU Knowledge Management supports the following languages:
English, German
Q. Does USU Knowledge Management support mobile devices?
USU Knowledge Management supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does USU Knowledge Management integrate with?
USU Knowledge Management integrates with the following applications:
SAP Business One, Salesforce Platform, Salesforce Sales Cloud, ServiceNow, Slack, Zendesk Suite
Q. What level of support does USU Knowledge Management offer?
USU Knowledge Management offers the following support options:
Email/Help Desk, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
Related categories
See all software categories found for USU Knowledge Management.
Customer Success Software
