Our Solution
Soup-to-Nuts: Knowledge Base
The knowledge base is key to the success of web-based support. Not only must it contain the answers to the questions that your users ask, it must also match those answers to the way your users phrase their questions, and then deliver the solution in clear and graphical terms, exploiting the multimedia capabilities of the web. The process of building a knowledge base to meet these requirements we call "Knowledge Engineering".
trustedanswer™ knowledge engineers will work with your subject matter experts to develop an initial knowledge base. However, it is extremely important that the knowledge base be current at all times. Users will not pay attention to a knowledge base that appears to be out-of-date. A key part of the trustedanswer service is to provide this knowledge base maintenance on an ongoing basis, working with your experts to add new solutions, fine tune existing solutions, and remove obsolete information.
The trustedanswer knowledge base technology includes products from Microsoft, Linux and RightNow Technologies and will be configured to meet the needs of each customer. The knowledge base itself will typically offer multiple access paths, such as a browsable outline of frequently asked questions, subsets of articles filtered by a user's selection of product or operating environment, or a full text search in the conventional web manner.
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