RMS Knowledge enables employees 
to be knowledge enabled, particularly those working in customer facing environments such as help desks, call centres, service centres, e-learning, web and intranet. It is a fully integrated and cost effective solution.
Benefits for Service Desk staff
Self service benefits
Typical time and money benefits
There are four elements to the solution:
Search Component. This enhances a department's or organisation's capability to find documented information quickly and accurately, and use it to make better business decisions and improve customer service.
Expertise Location. When further assistance is needed, individuals within an organisation can access relevant expertise to overcome a particular learning difficulty or knowledge gap. As a result, they successfully complete a task, assignment or customer service request in record time.
Knowledge Share. Usage of the core components of the solution is significantly enhanced by the unique learning capability of the software. Each interaction between a user and either a knowledge base or an expert produces an update of information within the relevant knowledge base. The intellectual capital of the business is therefore increased and is available for the benefit of all employees and customers, removing the need to ever escalate that query again.
Measurement. It is essential that an organisation can measure the benefit of any business critical investment. Through the tools element, usage of the solution can be monitored and tracked through a range of standard and bespoke reporting, helping the business identify knowledge gaps and the cost of intellectual rework.
RMS Knowledge manages bodies of knowledge, called ‘Communities', and provides search facilities to identify relevant items of knowledge. The Knowledge in a Community is made up of a number of Documents, these are added to the Community by reading standard Office-format Documents and Web Sites.
To search a community, a User selects a Taxonomy, and enters a problem as a natural-language question. The Taxonomy selects one or more Communities to be searched. RMS Knowledge then examines the problem entered, and selects either a Neural Search, Statistical Search or Full Text Search.
The User is then encouraged to provide feedback about the solutions offered, this is used to update the Neural networks, so that RMS Knowledge learns.
RMS Knowledge supports the use of a Taxonomy Tree for the selection of Communities to be searched, thus allowing users to search several communities at once.
RMS Knowledge can be deployed as an Open Deployment, where where knowledge is in common by all, or a Team Deployment where there is is defined ownership of knowledge.
RMS Knowledge integrates with the RMS Service Desk application and web interface, RMS Customer Service Centre.
It is shipped with a ‘vanilla' user interface which can be ‘branded' to suit integrations.
RMS Knowledge's supplied user interface is designed to support Accessibility in the Search functionality. The interface in this area is compliant with Section 508 of the US Rehabilitation Act and the W3C's Web Content Accessibility Guidelines (WCAG).
RMS Knowledge is designed to provide e-gif compliance in terms of presentation and interoperability. RMS Knowledge interoperates with systems that expose documents for searching in a range of formats that includes HTML and SOAP Web Services, so that all the relevant interface points are compliant.
RMS Knowledge supports the use of Web Sites to be used as Knowledge Sources and also shared areas on file servers.
RMS Knowledge also captures tacit knowledge from Expert facilities. It will process many file formats (eg Text, Word Processor, Spreadsheet, HTML/XHTML and Acrobat) to extract text for documents.
RMS Knowledge is implemented to support Localisation of the User Interface and messages into any language. The User interface is currently localised to English.
It supports Knowledge Search for System, English and German (Deutsche) Knowledge Bases (Communities).
Search accuracy and performance are affected by how well matched the Search facilities are to the language, and customised Search facilities will be required for best accuracy (as demonstrated by English and German).
RMS Knowledge provides graphical reporting tools to analyse how the systems has been used. This reveals where questions are being asked and how useful the solutions are (ranked by the users) to maintain optimal system use.
The tools create spreadsheets that are compatible with Microsoft Excel and OpenOffice.
RMS Knowledge allows Users to escalate a query to the Web (where available) if the solutions within RMS Knowledge are not suitable.
As already described, RMS Knowledge 'learns' through Neural Network technology about the searches and about the documents that Users find most useful. RMS Knowledge does Associative Analysis of Knowledge to maintain the Searchable Knowledge bases.
RMS Knowledge provides Moderators with facilities to maintain documents, including re-indexing and Community Maintenance, so as to maintain the Knowledge bases.
Vocabularies are automatically derived from Documents and Problems in the Communities, but Moderators can maintain the Vocabularies, managing ignore words (also known as Stop words) and synonyms.
RMS Knowledge can support User self-registration. RMS Knowledge provides comprehensive User Management, but can also integrate with other systems with User Management.
