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Universal Knowledge Suite REVIEW

Help Desk Software

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What is Universal Knowledge Suite?

Universal Knowledge Suite (UKS) is a knowledge management solution offered by Knowledge Powered Solutions ( to improve the efficiency of agents and minimize operational costs. The suite offers applications for help desk, web self-service, customer service, call center, and knowledge management.

For knowledge management, companies can integrate (UKS) with their existing knowledge sources, avoiding the need to relocate or duplicate information. UKS uses a natural language search, so you can ask questions instead of using keywords.

UKS is suitable for companies in any industry, and is ideal for companies that have more than ten users. It can be deployed in web-based or on-premise versions, and can be accessed from many devices including PC, Mac, and iPad.

Overview of Universal Knowledge Suite Benefits

With natural language search, decision trees, and the ability to secure sections of a document for different levels of staff to view, customers benefit from not only being able to find and share information more effectively (with the correct security access) they are also able to report upon their search success rates, identify knowledge gaps and understand what information is no longer being used. Overall, organizations benefit from being in control of their information estate and getting the right information to the right members of staff, clients, or stakeholders at the right time.

Overview of Universal Knowledge Suite Features

  • Speed optimizations to search results
  • Improved fragment generation
  • Support for large complex taxonomy structures
  • Scalability and improved resilience needed for enterprise wide deployments
  • Automatic FAQ lists
  • Automated query escalation
  • Posting of trending topics

What Problems Will Universal Knowledge Suite Solve?

1. Customer Service, Self Help; Searching for information, quickly and easily

Mr McIntosh wants to ensure that he can get his new camera working before his daughter’s wedding this weekend and has come across a problem that he wants to fix.  Mr McIntosh likes to be in the know, he is likely to do a lot of research during his lunch time or after work but doesn’t like using the phone to speak to someone.  The most obvious place to look is the camera manufacturer’s website but despite the navigation structure looking well laid out and seeing a large manual, after a few clicks he is lost and has pages and pages of the manual to review. He doesn’t know how to find what he is looking for because he knows what his problem is called but not what the fix is. Instead he asks the question “How do I,..” using the Universal Knowledge search, he is taken to the section of the document that best matches his issue and is able to resolve the problem, quickly and easily.

2. Contact Center

Chelsea has a new job in a contact center and takes a call from Fred who hasn’t got any internet access yet as he has used all his data allowance on his phone and his broadband hasn’t been installed yet.  Fred wants to know about any discounts that he may be entitled to. Chelsea can log Fred’s details in her CRM system but also wants to pass the query to her supervisor as she was unable to find any information about discounts. Her supervisor, Georgina, is able to create content to answer the query in the company’s new knowledge base and this allows everyone else to view the information right away.  Georgina also adds this content within the knowledge base as a “must read item” reducing the need to call the staff away from the phones to update their training.

3. Reporting

Georgina’s boss Steven can also see that she has contributed the most content this month, and appears as the Top Contributor within the knowledge base. He is also able to run reports on the knowledge gaps in their organization, in addition to understanding the search success rates which can help him to reduce the training times for new recruits.

Awards & Quality Certificates


Universal Knowledge Suite Position In Our Categories

Position of Universal Knowledge Suite in our main categories:


Universal Knowledge Suite is one of the top 100 Help Desk Softwareproducts


Universal Knowledge Suite is one of the 100
Help Desk Software products

If you are interested in Universal Knowledge Suite it could also be beneficial to check out other subcategories of Best Help Desk Software gathered in our database of B2B software reviews.Industry-Specific Help Desk Software, Service Desk Software

Each company is different, and can require a special Help Desk Software solution that will be designed for their business size, type of clients and employees and even particular niche they support. It's not wise to count on locating an ideal app that is going to be suitable for each business no matter what their background is. It may be a good idea to read a few Universal Knowledge Suite reviews first and even then you should remember what the solution is supposed to do for your company and your staff. Do you require an easy and straightforward app with just elementary features? Will you actually make use of the complex tools needed by pros and big enterprises? Are there any particular features that are especially useful for the industry you work in? If you ask yourself these questions it is going to be much easier to locate a trustworthy app that will match your budget.

How Much Does Universal Knowledge Suite Cost?

Universal Knowledge Suite Pricing Plans:
Free trial
Quote-based Plan
Contact vendor

No information available on company website. Contact the vendor directly for a quote.

User Satisfaction

We realize that when you make a decision to buy Help Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Universal Knowledge Suite reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Universal Knowledge Suite. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.





Technical details

Devices Supported
  • Windows
  • Android
  • iPhone/iPad
  • Web-based
Language Support
  • English
Pricing Model
  • Quote-based
Customer Types
  • Large Enterprises
  • Medium Business
  • Cloud Hosted
  • On Premise

What Support Does This Vendor Offer?


What are Universal Knowledge Suite pricing details?

Universal Knowledge Suite Pricing Plans:
Free trial
Quote-based Plan
Contact vendor

No information available on company website. Contact the vendor directly for a quote.

What integrations are available for Universal Knowledge Suite?

Universal Knowledge Suite can be used stand alone, or integrated with service desk ticketing systems, contact center environments, CRM systems, portals, website, and intranets.

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