For Knowledge Aggregation & Knowledge Management

FYI becomes a single Knowledge/Document Repository to manage content for the

organization that helps Front Line Staff to deliver consistent and accurate information

quickly

• Rich text interface help content managers in creating and updating content with ease

using the built-in editor

• Built-in workflow management: see who approves the content, track edit history

2

Document and Content Management

Knowledge and Content

Management

Robust Search

Features

FYI has a quick search functionality with:

• Filename search

• Keyword/phrase search with auto complete

• Display of most used searches to FLS for easy select

Profile Based Access Decide who should view, edit, delete

• Post / Edit / Delete

• Increase Self Service: by integrating with your website and mobile app

3

Knowledge Repository

FAQ

Notice Board

FYI offers a Notice Board with different tabs for Process and Non-Process for creating and

dissemination of information across the organization for:

• New offers/vouchers from Marketing

• Release of new feature or change in procedure

• Process updates

• Posting articles with/without digital acknowledgement

• Press Releases / Organizational Announcements / HR updates

With several features such as:

• Making it compulsory for Front Line Staff to read a notice

• Ability to track read/browsing history

• Archive center of all posts after expiry

• Scrollable marquee for notices that are more important

• HTML Article editor with option to upload attachments

4

Call Guidance Tool

Decision Tree / Call

Guidance and

Training

FYI helps you create call guidance tree (with nodes and braches) for the Front Line

Staff to help deliver right solution to the customer, quickly

• Create decision tree based on each Reason for Call, attach reference document,

links, video, pictures etc at each node

• Users can rate the decision tree and provide feedback for continuous

improvement

• New hires can get trained using FYI and learn handling real life scenarios based

on what should be done for each call type

5

It’s Benefits

Reduce AHTReduce Repeat

Calls

Reduce Training

Time

Deliver Consistent and Accurate

Information to Customer

6

FYI: Product Features Roadmap

• Knowledge Repository• Content Management• Articles• Notices• FAQ• Compulsory read by FLS• Dashboards/Reports• Email Alerts• Advance Search• CALL GUIDANCE / DECISION TREE

CURRENTWithin

1 MONTH

Within 2 MONTHS

Within 6 MONTHS

• Global Edit (Editing an instance will auto-change in all other relevant instances within FYI)

• Discussion Forum• SMS alerts

• Chat Bot with Natural Language Processing Algorithm

• Knowledge Assessment Test Module, including Self Assessment

Within 12 MONTHS

• Wiki Style Knowledge Management – self managed by Users for higher agility and content update

7

Roles within FYI

AGENT (Front Line Staff)

Agents are the end or primary users of FYI. Tool‘s category based filters for question enables agent to provide faster and accurate solution to customer thus enhancing customer experience. It also empowers them to provide feedback on the usability of the content. Agent receives all Notices and can access FAQ

CONTENT WRITER

Content writer roll enables the user to add new or edit existing content, create Notices, FAQ through a Wiki styled rich text interface that is easy to use and effective. FYI analytics peovides a holistic as well detailed view of the articles that are causing maximum impact either positive or negative through end-user

ADMINISTRATOR

The admin role enables user to add, edit or delete Agent/Content Writer/Approver access; add or make changes to categories of decision trees; create Notices, FAQ and upload documents to knowledge bank and creating new categories for knowledge bank. Essentially this is a pivotal role for configuration and maintenance of your FYI instance

APPROVER

Approves the content or suggest edit that goes back to Content Writer

8

Admin Dashboard (sample screenshot)

Track how articles are being used

Quick view of Articles, Notices, FAQs and if

there are any pending tasks

9

Notice Room (sample screenshot)

Rich text editor

Select Approver and notify

Add and Manage Categories

Make ‘Notice’ a scrolling announcement

View Notices through an easily selectable grid

10

FAQ (sample screenshots)

Easily manage FAQ with different categories

Rich text editor that lets you create FAQ in the format you want

Each FAQ set is sent for approval

Edit, approve, delete FAQs easily through the grid system.

Quickly save and add new questions in a

single FAQ

11

Document Management (sample screenshots)

Easily manage articles at different Stages

12

Front Line Staff View (sample screenshots)

Select Articles based on different level of categories, sub-categories

Quickly select the required article from the list of ‘most

used’

View article

13

Knowledge Management: As a Service

Improves Quality of Service DeliveryReduces turn-around-time for content update and therefore improves quality of service delivery by customer facing staff

Updated content - Always

Co-ordination with all biz functions

User friendly and searchable content

Celtycs as SPOC for all KM need

We will take the ownership of maintaining and keeping FYI up-to-date always i.e. we will play the role of Content Writer and you just approve the content (optional). End-consumers of content will always have access to up-to-date product and process knowledge

We will continuously interact with various business functions within your organization to collate Content/Notices/FAQ etc

We will analyze each content and make it more user friendly, easy to search & understand by customer facing staff, before uploading into FYI

Celtycs becomes a single point of contact for all your business functions/departments concerning knowledge management upkeep – negates the impact of attrition within your organization

Celtycs offers a unique solution of providing Knowledge Management as a Service.

ITS BENEFITS

14

Contact Us

France

Véronique Godart+33 6 08 17 59 66vgodart@activeo.com

www.activeo.fr

Singapore

Jonathan Mondon+65 9240 6905jmondon@activeo.com

www.activeo.com

India

Vinit Singhal+91 98451 79537vinit@celtycs.com

www.celtycs.com

Switzerland

Florence Guyot+41 76 336 40 22fguyot@activeo.com

www.activeo.fr