Our journey with KA
March 20, 2019
Our journey with KA
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Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle Service Cloud
We use Knowledge Advanced and Oracle Policy Automation as a Knowledge Management solution for our Service and Operations organization. KA has opportunities to provide better analytics and search algorithms. OPA has been successfully deployed and is a winner for us. We continue to learn more and adjust.
Pros
- Able to support a large user base in a highly regulated industry
- The CX editor is more robust then Knowledge Foundation
Cons
- SEO - We can't find an expert at Oracle that knows how search actually works at KA. How do we actually drive the right behaviors? That's missing.
- Analytics - I can see who's looking at my content, but I can't connect it with the phonecall. You can kind of piece it together, but it's super manual
- The other thing that's missing is productivity reporting. I can't tell how much they're doing, with my CX users. We can do a count of incidents, but no productivity reporting.
- We have been able to automate some tasks but have had to manually solve for others in our transition from Knowledge Foundation to Knowledge Advanced
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