The wiki or the intranet
Confluence, Notion, or SharePoint document the entire company. While useful for internal projects, they quickly become a jumble of pages that the advisor doesn't have time to go through in the middle of a call.
Smart Knowledge is Smart Tribune’s knowledge management software for your teams. Your procedures, offers, and documents are managed once in a validated and up-to-date source, then made available to your advisors directly within their tools: CRM, browser extension, or Microsoft Teams. The AI provides responses while citing its sources.
Information is managed once in Smart Dashboard, Smart Tribune’s back office, and then made available to every advisor, regardless of the tool, website, or service provider they use. A procedure updated in the morning is up to date by the afternoon on all workstations.
When you update a procedure in Smart Dashboard, as soon as it’s published, all your advisors—at all your locations and at your service providers’ sites—see the same response. No duplicate entries, no missed versions.
Discover Smart Dashboard
The knowledge base in the advisors' tools, and the assistant that drafts responses to emails and support tickets.
Discover Smart Copilot
For a customer relationship manager, the difference isn't technical. It's measured in seconds saved per call, in accurate responses, and in agents who trust their tool.
Confluence, Notion, or SharePoint document the entire company. While useful for internal projects, they quickly become a jumble of pages that the advisor doesn't have time to go through in the middle of a call.
The knowledge module of the ticketing tool links articles to cases. It is limited to this tool and is often restricted to keyword searches, with no guided navigation or access from your advisors’ other tools.
Designed for customer service, it understands questions phrased in natural language, provides responses that cite their sources, guides users through complex procedures, and feeds data into the assistant tool that helps your advisors draft their responses.
Knowledge management software centralizes everything your teams need to respond to customer inquiries: procedures, offers, terms and conditions, and documents. It’s also known as knowledge management software.
With Smart Knowledge, your advisors can find the right answer in seconds without leaving their tool, and your customers see the same answer in the FAQ and the chatbot. One update, and the entire company is on the same page.
Smart Tribune supports 170 companies and has deployed more than 600 projects. In terms of teams, here are the results we’ve observed among our clients regarding advisors’ knowledge.
Volkswagen Group France has rolled out a shared knowledge base across all the group’s brands, accessible through the advisors’ tools. The result: monthly adoption rates close to 100% and an 81% to 85% satisfaction rate among advisors regarding the knowledge base.
advisor satisfaction
search time
the onboarding period
Smart Knowledge isn’t just another tool—it becomes the single source of truth for your customer service.
The same foundation powers your dynamic FAQ and your customer service chatbot, both managed in Smart Dashboard.
Learn how it all works on the platform page.
Your procedures, quotes, terms and conditions, and documents are imported and organized by topic in Smart Dashboard, the shared back office. AI helps convert raw documents into articles and identifies duplicates and inconsistencies.
Approved content is available in the advisor database, the browser extension, and the CRM, with team-based access rights so that each person can see only the information that applies to them.
Searches with no results, votes, and comments from advisors are reflected in the statistics. You contribute to the database, and all your advisors benefit from it at the same time.
Four key features distinguish a knowledge base that serves the entire company from one that is bypassed: sourced answers, guided workflows, access within their tools, and up-to-date content.
The advisor types their question in natural language, complete with spelling mistakes and their own vocabulary. The engine understands the intent, handles synonyms and internal jargon, and then displays a summary response above the results, along with the original article or document. PDFs in the media library are indexed just like articles. The response is powered by Trust AI, Smart Tribune’s agent-based RAG engine: if the information isn’t in the database, the AI says so instead of making it up.
Cancellations, delivery disputes, claims: branching procedures are transformed into step-by-step guided workflows. At each step, the agent has access to relevant screenshots and tutorials, all the way through to the final response template. Even a new employee can follow the correct procedure without having to ask a supervisor for help.
The Chrome and Edge extension opens the knowledge base in a sidebar, regardless of which tool is currently displayed: CRM, ticketing system, or intranet. Smart Knowledge also offers native connectors for Salesforce, Microsoft Dynamics, and Easiware, as well as the option to integrate with Microsoft Teams via API.
Approval workflow, team-based roles and permissions, version history with rollback, scheduled publishing and unpublishing, and update tasks assigned to contributors. “New” and “updated” badges alert advisors to changes, and AI agents detect duplicates and inconsistencies in the database. On the management side, five adoption metrics per advisor or team—including last login date and frequency of use—show who is actually using the database.
A push notification is sent to teams in the event of an incident or new development.
Favorites: Each advisor records their daily procedures.
A single bot for multiple languages, with intents and a source knowledge base configured on a per-language basis.
A parent database shares common content with the databases of your subsidiaries, brands, or countries, which is published in a cascading manner.
By author, category, or date updated, to find a procedure in the middle of an appeal.
An email to the relevant advisors upon the publication of an article, guide, or document.
The base and the extension follow your brand guidelines.
Votes and comments on each article; the author is notified, and the advisor’s feedback is addressed.
AI transforms your existing documents into articles and generates drafts, which are always reviewed by a human.
The response is provided while the customer is on the line, without putting them on hold.
Delivery disputes, cancellations, claims: the agent is guided through the process to the correct action.
Smart Copilot reads the request and drafts a well-sourced response in your brand's tone.
New hires and your service providers can become proficient more quickly, using the same resources as your teams.
Returns, warranties, in-store or home delivery, current promotions: sales associates juggle different sales channels and temporary sales promotions. With Smart Knowledge, every channel-specific rule and every ongoing promotion is stored in the database, along with its end date. Leroy Merlin and But equip their sales associates with the Smart Tribune knowledge base.
Late, delayed, or damaged packages: each situation has its own procedure, and volumes skyrocket during peak periods. Decision trees guide every customer service representative—including seasonal staff—toward the right course of action. DPD France uses the Smart Tribune knowledge base.
The same database powers both the customer self-service portal and the agent workstation, whether in a branch or at the customer service center. Every response can be traced back to the article it comes from, along with its version history. Your service providers have access to the same sources as your teams.
Coverage, exclusions, reimbursement deadlines: whatever the advisor says is binding on the company. A validated, version-controlled, and traceable database provides the same answer to every customer, whether at a branch or with a service provider.
Most knowledge bases fail for the same reason: no one keeps them up to date, and advisors stop trusting them. A procedure changes, the old version stays online, the advisor gets the wrong answer, and goes back to ask a colleague. The knowledge base becomes a graveyard of outdated content, and the AI connected to it keeps repeating its mistakes.
Outdated content that no one reportsA search that returns ten documentsOne more tool, running alongside the CRM
Validation, review dates, and freshness labelsA sourced answer displayed above the resultsThe foundation in CRM, ticketing, and TeamsAt every stage, a dedicated project team supports you: a content project manager, a technical project manager, and a Customer Success Manager. The workshops cover an assessment of your content, the site architecture, governance, the AI’s tone, and change management.
An initial scope of content and a team of advisors, with metrics established at the outset: search time, satisfaction, and adoption.
Other teams, other sites, or your service providers; CRM integration; and decision trees.
The entire customer relationship—across multiple brands or countries, if needed—managed by your teams.
Before comparing knowledge base and knowledge management software, ask each vendor these seven questions:
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