Knowledge

As the world of technology is rapidly changing, so are your service users demands. Norman's dynamic knowledge platform is here to help your internal support staff stay up to date with your organisations requirements.

Norman's Knowledge is provided by an experienced knowledge management team on a trusted platform, delivering a shared fully managed singular knowledge repository for both in house teams and Norman.

This allows your service desk analysts to work from a single source of truth knowledge base, improving the continuity of the service provided.

  • Dedicated Knowledge Manager
  • Bi-Yearly Knowledge Reviews
  • Knowledge Reporting and Statistics
  • Industry Trusted Platform
  • Translation into Foreign Languages


Knowledge Feedback Actioned

Knowledge Articles

Knowledge Searches

Industry Trusted Platform

Norman has partnered with Upland Software, Inc. to provide the infrastructure of our knowledge service using RightAnswers, the #1 provider of Knowledge management.





Norman's partnership with Upland Software, Inc. allows Norman to provide a fully managed cloud based knowledge management service – this allows us to empower service desk analysts, increasing customer satisfaction and 1st line resolution rate, as well as being able to reduce training time by having accessible knowledge on hand.


Frequently Asked Questions

What will happen in our knowledge reviews?

Prior to the review, our dedicated Knowledge Manager will prepare a report using internal analytic data from both our knowledge base tool and ITSM tool. The report will highlight any gaps in knowledge and areas where we require more information in order to improve resolution rates.

Who will be our key contact for any issues?

Our Knowledge manager is backed by a dedicated Knowledge and Training team who will be available to assist with any queries you may have.

We will be able to provide you with relevant contact information during our on-boarding process.

How quickly can this service be setup?

We usually suggest a timeframe of around 4-8 weeks.

How do we provide knowledge feedback?

You will have direct contact details for our Knowledge Manager as well as our team of Knowledge and Training experts who can assist with feedback gathering and amends as required.

Can we update the knowledge articles ourselves?

Yes - we will provide you with user accounts to access our knowledge tool.

Within here you will be able to view, update and create new knowledge articles.

Our Knowledge team will be able to assist with any queries you have with our tool.



Find out how Norman can transform your support model by contacting us for a no obligation chat with our management team...