One UQ, One KB - The Power of Knowledge

20 Aug 2018

Since 2016 the CRM platform (Oracle Service Cloud) has expanded from being an enquiry management tool used by the Student Centre to become an Enterprise Suite used for:

  • knowledge management
  • enquiry management
  • marketing and communications
  • business engagement
  • reporting

The user group has grown to include all Schools and Faculties, Higher Degree by Research (HDR), and staff in the Chief Operating Office’s (COO) portfolio. There are now over 1,100 CRM users.

Knowledge base

Work has been underway to grow the knowledge base (KB) which are articles that provide information to students and staff. Since the start of 2018 there has been a five-fold increase in the number of knowledge articles used by students. More than 120,000 knowledge articles are accessed monthly. This is reasonably assumed to have a direct impact on the number of enquiries managed by staff. Effort spent in managing the KB saves effort in the wider environment.

Integration between a comprehensive knowledge base, websites and business processes is key to providing information to students and staff in a meaningful way. The KB team are working with the web content team to provide clear navigation pathways for users to remove confusion and conflicting information.

By the end of 2018, it is expected that all professional staff enquiries and knowledge articles will be managed via the same platform. The implementation of the CRM into the COO Portfolio will see another increase in publication, classification and integration of knowledge articles. IT alone expects to transfer thousands of articles from SharePoint and other sources into the KB.  Departments, such as HR, Finance, Governance, have also begun cleaning up their FAQ pages and transferring these into the KB.

The KB team will continue to:

  • build relationships across UQ
  • add new articles
  • remove duplication
  • create meaningful access points to the knowledge base.

This will enable users (students and staff) to more easily self-serve. Their focus is on:

  • Continually refining, strengthening and growing KB content by liaising with staff in direct contact with users and responding to user feedback
  • Building awareness and relationships throughout the University. Helping others understand the integration with enquiries / web / knowledge base and the benefits for them
  • Enabling Web-CRM integration as websites are migrated and refreshed
  • Finding solutions for teams who are wanting to reduce their enquiries and provide up-to-date information
  • Developing and encouraging a consistent use of web / knowledge base / enquiries throughout the University
  • Enabling users to enter, review and remove their own content as well as report on their department’s workload by assisting them to begin the process and through training and nurturing them as BAU
  • Adding KB articles to support online forms

If you have any questions, please email Louise Brauer, Knowledge Base Manager at