DATA SHEET
MOXIE KNOWLEDGE FOR
MICROSOFT DYNAMICS CRM
Create a Differentiated Service Experience
T H E I N T E G R AT I O N
T H E M OX I E S O LU T I O N
Moxie Knowledge™ seamlessly
Moxie Knowledge for Microsoft
Benefits
•
Deliver Consistent Messaging:
integrates with Microsoft Dynamics
Dynamics CRM enables agents to quickly
Provide consistent answers to your
CRM to help organizations create a
access reliable information and deliver a
customers across all channels, with
differentiated service experience by
consistent message to customers, across
a single source of truth. Allow agents
delivering consistent answers, enhancing
every channel. Designed to meet specific
to access and update the knowledge
agent productivity, and improving
customer needs, is available in two
base on the fly.
customer satisfaction.
deployment models, On Premise and
Key features include:
•
On-demand access to
knowledgebase
•
Automated, federated search results
pre-populated for each case
•
Create, update, and manage
Knowledgebase articles from
Dynamics CRM
•
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Increase Agent Efficiency: Help
agents find the information they need
Flexible article access, robust review
quickly and easily with an intuitive
workflow, and simple authoring enhance
and unified desktop, increasing their
Microsoft Dynamics CRM with scale and
productivity and responsiveness.
flexibility.
•
While any knowledge base may
Reduce Operating Costs: Deflect
inbound contact center activity
deflect some inbound calls, this robust
by allowing customers to help
knowledge management solution goes
themselves via the self-service portal.
the extra mile by providing agents with
the foundation to collaborate and build
Search, retrieve, and attach articles to
an extensive centralized repository using
existing and new cases in Dynamics
up-to-the-minute information.
CRM
•
Cloud (SaaS).
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Enhance Customer Satisfaction:
Track and record customer history
to gain greater customer insight and
knowledge. Respond better and faster
to customer inquiries with immediate
Embed escalation options into the
access to a centralized knowledge
web self-service channel
repository that supports agent
activities.
DATA SHEET
Make Every Agent an Expert
Leverage the collective knowledge
and expertise of everyone in your
organization and share it with your
via Live Chat, Email, or Click to Call from
the Self-Service Portal.
Single Sign On
prospects, customers, and agents,
Moxie Knowledge uses existing
providing seamless on-demand access
Dynamics CRM credentials to log agents
to Moxie Knowledge. The results are
into Moxie’s Agent Client and Dynamics
lower interaction costs, increased agent
CRM. This allows companies to
response rate, higher service quality, and
manage a single set of user credentials.
improved business performance.
Agent Case Details Page Agent Case
details page integration provides a
Article Creation
Moxie Knowledge authors can enhance
articles by adding virtually any type of
content, including images, sound, video,
PDF files, Visio drawings, ZIP files, device
drivers, or simply hyperlinks to other
articles.
Utilize pre-existing documents by
importing Microsoft Word, Excel, or PDF
documents into a knowledge base and
choose to display them in their original
format or as HTML.
•
seamless, real-time, contextual, natural
language search for solutions in the
Knowledgebase Search results and
article content are streamed natively into
the Case details page.
As users work the Case, their
Knowledgebase activities are tracked
and recorded in the Case activity details
including articles viewed as well as
best values in the industry.
when articles are or are not selected as
Microsoft Dynamics CRM
solutions. Linked articles are available for
helps increase productivity
reference to other agents as well as the
ticket’s originator.
Save time: Upload documents in bulk
Article Approval and Post
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Easy to upload: Click on any file and
send it directly to Knowledgebase
As new issues surface, critical knowledge
accumulates in Case activity and work
logs. Agents can create an article from
Approval Workflow ensures the right
people review articles for accuracy and
standards prior to going live.
•
Avoid approval bottlenecks by
utilizing Workflow Notification
the Case details page and all pertinent
Case information is used to automatically
•
Schedule when articles go live
create a new article.
•
Integrations can be configured so that
Create new versions of existing
articles
articles are published immediately for
search and consumption by selected
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Search Articles
Visitors can benefit from a true enterprise
class search engine that uses meaning
based computing to understand
what users are looking for and delivering
Set reminder emails to trigger audit
cycles
users, or be staged in a Workflow for
review or approval prior to publication.
•
Set expiration dates on articles to
keep the Knowledgebase current
Subscriptions
Reduce printing costs and use of
reference binders by encouraging your
agents to utilize the Knowledgebase.
the most relevant solutions. Visitors can
Users can bookmark articles for future
also navigate categories and decision
online retrieval, subscribe to articles,
trees to find the information they need. If
and receive an email notification when
customers cannot find the answer to their
articles are updated.
question, they can reach out to agents
Regarded as one of the
and create a connected
organization that is equipped
to please customers.
Microsoft Dynamics CRM
provides users with a
multitude of business
intelligence and data
visualization capabilities to
drive sales growth.
DATA SHEET
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Self-Service Portals
Deflect agent-intensive interactions
by exposing your Knowledgebase as
a self-service portal for customers to
help themselves. Use templates and
portal designs to customize the look
and feel of a publicly accessible or
passwordprotected portal. Easy-touse templates help agents transform
information into user-friendly articles
or FAQs and glossaries to define terms,
acronyms, and concepts.
Moxie Knowledge automatically tracks
and displays the Top FAQs, Hot Topics,
Top Searches, and latest articles for
quick access to the most popular topics.
Field level permissions in articles
Moxie Knowledge constantly monitors
and blocks intrusion attempts, ensuring
content is safe while delivering an
excellent customer experience.
seamlessly into existing
infrastructure without heavy
Reports give valuable insight into user
IT dependence.
activity, content, and portals. Moxie
Knowledge offers real-time and historical
reports including:
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Workflow and authoringactivity
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Portal usage
The Rich Text Editor makes
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Article views and search
it easy for agents to author
effectiveness
and update content. Create
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FAQ and Solution Finder usage
templates to standardize
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Advertising effectiveness
articles, providing a
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Return on Investment
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Articles Used to Solve Cases
and branding, content modules, search
options.
Dynamics CRM Self-Service Portal:
The self-service portal has an integrated
view that assists ticket submitters by
providing contextual search results from
easy to deploy and fits
Reporting
Portal customizations includes styles
features, tabs, widgets, and other display
Moxie Knowledge™ is
•
the Knowledgebase as part of the ticket
professional and consistent
look and feel.
User Article Creation, Search Activity,
Articles Viewed.
process. This process enables users
to get resolution to their issues more
quickly and potentially without any agent
intervention.
•
•
Cases solved in Dynamics CRM
Report by date range and export to
Microsoft Excel.
to create a new case and view their
Measure Self-Service Portal Return On
Investment (ROI)
active cases from Dynamics CRM.
Moxie Knowledge tracks and logs all
unanswered questions and keywords
Security
real value, which improves
contact center productivity
Dynamics CRM Customer Portal: The
customer portal allows customers
Moxie Knowledge™ delivers
by processing more requests
with fewer resources while
decreasing operational costs.
entered. If the search performed does
Moxie Knowledge has flexible tools for
not return an article, use this data to
implementing security:
add missing content, add questions to
existing articles, or create new articles to
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Role-based user management
•
Portal security options
provide the information needed.
www.gomoxie.com
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Bellevue, WA
Austin, TX
EMEA | Reading, UK
[email protected]
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Tel: +1 (425) 467-5000
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Toll Free: +1 (800) 474-1149
Toll Free: +1 (800) 474-1149
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