As support touchpoints proliferate, the role of knowledge has expanded from a standalone repository to a dynamic component of all employee and customer-facing tools. In this session, we will explore evolving practices to embed knowledge within and across many applications. Attendees will get a deeper understanding of how to leverage features such as tailored authoring and entitlement settings, powerful search and tagging, and context processing to drive high quality interactions.

We will also explore the opportunities for automated knowledge delivery and channel transition techniques to enable seamless customer journeys. Finally we’ll identify features that optimize how content is viewed to empower the workforce and your customers.