SoftClouds, a CRM & CX solutions provider based in San Diego, has developed an Oracle Knowledge connector that can inject the advanced capabilities of an Oracle Knowledge product like Knowledge Advanced (KA) into an existing, non-Oracle CRM system. This helps leverage many of the features of KA from within the existing CRM UI, creating a seamless integration experience for end-users. The connector was developed in response to an increasing demand from customers of non-Oracle CRM systems, who enjoy the benefits of using a robust CRM application, but are looking to enhance the knowledge capabilities of their system.
SoftClouds will be demonstrating this solution along with their other innovative solutions at Oracle OpenWorld 2016 in San Francisco, CA, September 18 -22, 2016. Oracle OpenWorld has always been a great platform for SoftClouds to demonstrate its CRM/CX expertise and exhibit its new products. 2016 will be the 11th consecutive year that SoftClouds has been an attendee, and the 7th consecutive year where SoftClouds will be speaking about its Innovative Industry Solutions.
Some major highlights of the Knowledge Connector include the ability for service desk users to use the Natural Language Search engine of Knowledge Advanced (KA) right from within the cases that are in progress. Once the user has found the knowledge they need to resolve the case, the Knowledge Connector also offers an easy way to link the article to case at the click of a button. Best of all, the search will be able to leverage KA’s ability to federate search, which means that the search engine will not only bring back KA articles, but also content that exists outside of KA, such as articles authored in the existing CRM system, or web documents that can be crawled and indexed by KA’s powerful content processor.
“It is rare to find a product that is great at everything. We believe that by providing a connector that allows users to utilize knowledge solutions that don’t exist in their current application systems, we are offering businesses more options to greatly enhance the user experience. It provides users of non-Oracle products additional capabilities with products like KA that have a wider range of features, and have proven to be a stronger product in the Knowledge Management space”, said Balaji Ramachandran, CEO of SoftClouds.
Grace Kim, Customer Success Manager at SoftClouds, said, “Businesses with global content will also be delighted by the rich, multi-lingual features of KA that are not offered in some other knowledge products, such as the ability to publish/un-publish master content separately from translated versions. These and other types of features like bulk editing/publishing/un-publishing content, and a pre-configured multi-lingual search dictionary bring a level of sophistication to the user experience that will add that ‘wow-factor,’ which we believe many organizations are looking to add to their Knowledge Management and CRM operations.”
SoftClouds will be demonstrating this innovative Oracle Knowledge connector at the CX Service Central located within Moscone Center West at Oracle OpenWorld 2016. SoftClouds will also be highlighting their other tools and accelerators for Oracle Knowledge and Siebel.
KA is only one of three levels of knowledge solutions that Oracle offers (the others are Knowledge Foundation and Knowledge Enterprise) and the connector can connect any of these editions to non-Oracle CRM systems. It will be interesting to see the connector evolve and mature as it get shaped by the specific requirements of customers that demand and implement this kind of technology.
SoftClouds is a CRM & CX solutions provider with a demonstrated track record of success based in San Diego, CA. With expertise in CRM, Hybrid Cloud & IoT, we deliver world-class solutions that deepen customer relationships & improve corporate profitability and have received excellent reviews from our clients. Blending Oracle products such as Siebel, OSC, OSvC, CPQ, OKM & emerging tech with specialist expertise, we deliver sophisticated products & solutions yielding measurable results & effective value.
