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Les 14 meilleurs logiciels de base de connaissances en 2024
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data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 bbWTuI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 erblZw">Le meilleur logiciel de base de connaissances</h1><h5 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI">Les logiciels de base de connaissances facilitent la création, la maintenance et le partage de contenu en self-service. Gagnez du temps et réduisez vos coûts grâce à l’outil de base de connaissances adéquat.</h5><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><a href="/register/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Essai gratuit</a><a href="/demo/" data-interaction-type="button-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 endJfX" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Démonstration</a></div></div><div class="StyledCol-sc-inuw62-0 cZPYkB Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" fetchpriority="high" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/heroimageofwireringwithacubedandlingfromthemiddelontopofapyramid.jpg" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/></span></span></div></div></div></div></div></section></div></div></div></div></section></div><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Le guide des meilleurs logiciels de base de connaissances 2024 </h2><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD">Dernière mise à jour<!-- --> <!-- -->31 juillet 2024</p><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">On dit que « savoir, c’est pouvoir », et cet adage vaut aussi en matière de service client. En effet, 37 % des clients se sentent frustrés lorsqu’ils ne peuvent pas accomplir des tâches simples par eux-mêmes, selon le <a target="_blank" rel="noopener noreferrer" href="https://cxtrends.zendesk.com/fr" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Rapport CX Trends 2023 de Zendesk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>. Réduisez cette frustration et donnez à vos clients les bons outils et les bonnes ressources dès le départ grâce à un logiciel de base de connaissances.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Plus d’informations dans ces guides :</strong></p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a href="#What is knowledge base software?" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Qu’est-ce qu’un logiciel de base de connaissances ?</a> </li><li><a href="#The 14 best knowledge base software" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Les 14 meilleurs logiciels de base de connaissances</a> </li><li><a href="#What are different types of knowledge base tools?" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Quels sont les différents types d’outils de gestion des connaissances ?</a> </li><li><a href="#How to choose the right knowledge base system" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Comment choisir le bon système de base de connaissances</a> </li><li><a href="#Benefits of knowledge base solutions" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Avantages des solutions de bases de connaissances</a> </li><li><a href="#Features of knowledge base systems" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Fonctionnalités des systèmes de bases de connaissances</a> </li><li><a href="#Frequently asked questions" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Questions fréquentes</a> </li><li><a href="#Try knowledge base software for free" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Essayez gratuitement un logiciel de base de connaissances</a> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="What is knowledge base software?"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Qu’est-ce qu’un logiciel de base de connaissances ?</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Les logiciels de base de connaissances aident les entreprises à créer, gérer et partager des contenus internes et externes dans un format organisé et consultable.</strong> Ce type de logiciel se présente sous deux formes :</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <strong>Les bases de connaissances externes :</strong> un répertoire centralisé de contenu, axé sur vos produits ou services et sur leur utilisation, auquel vos clients peuvent se référer.<!-- --> <br/> </li><li><strong><a target="_blank" rel="noopener noreferrer" href="/service/help-center/internal-knowledge-base/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Les bases de connaissances internes<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> :</strong> un outil permettant de diffuser des informations sur les systèmes, les processus et les politiques auprès de vos employés.<!-- --> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Découvrons maintenant quel logiciel de base de connaissances convient le mieux à vos clients et à votre entreprise.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="The 14 best knowledge base software"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Les 14 meilleurs logiciels de base de connaissances</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Consultez quelques-uns des meilleurs systèmes de base de connaissances pour savoir lequel possède les outils adéquats pour votre entreprise.</p><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"> <div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"> <div style="margin:unset" class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a href="#Zendesk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk</a> </li><li><a href="#Helpjuice" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Helpjuice</a> </li><li><a href="#Bloomfire" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Bloomfire</a> </li><li><a href="#Guru" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Guru</a> </li><li><a href="#Zoho Desk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zoho Desk</a> </li><li><a href="#Document360" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Document 360</a> </li><li><a href="#Notion" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Notion</a> </li></ul> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a href="#HappyFox" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HappyFox</a> </li><li><a href="#Confluence" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Confluence</a> </li><li><a href="#HubSpot Service Hub" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HubSpot Service Hub</a> </li><li><a href="#Nuclino" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Nuclino</a> </li><li><a href="#ProProfs Knowledge Base" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">ProProfs Knowledge Base</a> </li><li><a href="#Help Scout" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Help Scout</a> </li><li><a href="#Slite" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Slite</a> </li></ul> </div> </div> </div> <br/> <h3 id="Zendesk" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">1. <a target="_blank" rel="noopener noreferrer" href="/service/help-center/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot displays Zendesk’s knowledge base software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware11.jpg" width="100%"/> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk propose un logiciel de base de connaissances dans le cadre de sa suite de service client, qui permet aux équipes de gérer le contenu, les tickets d’aide, la communication interne et bien d’autres choses encore à partir d’un emplacement centralisé. Notre logiciel peut être utilisé en interne comme base de connaissances informatique ou base de connaissances pour les agents et comme outil logiciel <a target="_blank" rel="noopener noreferrer" href="/service/help-center/faq-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">FAQ<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> pour les clients.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Notre logiciel de base de connaissances vous permet de maintenir votre contenu à jour.</strong> Les outils intégrés basés sur l’IA, comme <a target="_blank" rel="noopener noreferrer" href="/blog/content-cues/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Content Cues<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, fournissent des informations sur ce que les clients recherchent, des suggestions de nouveaux contenus de base de connaissances pour combler les lacunes ainsi que des incitations à mettre à jour le contenu des articles existants. Les fonctions d’IA générative peuvent rédiger de nouveaux articles, réviser le contenu existant et créer des réponses conversationnelles lors des interactions avec les clients.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">La gestion des mises à jour est plus facile grâce à la fonction Publication en équipe, un outil de collaboration qui permet à votre équipe de <strong>construire des workflows pour examiner, approuver et publier du contenu</strong>. La fonction Blocs de contenu vous permet de créer et de placer des blocs de contenu (texte, images et vidéos) dans des articles pertinents. Ces blocs sont mis à jour en un seul endroit et changent automatiquement partout où le contenu apparaît.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk rend les <a target="_blank" rel="noopener noreferrer" href="/service/help-center/knowledge-management-system/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">systèmes de gestion des connaissances<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> accessibles à tous. Vous pouvez <strong>créer des versions linguistiques de vos articles dans plus de 40 langues</strong>. Vous pouvez également créer un portail <a target="_blank" rel="noopener noreferrer" href="/service/help-center/customer-self-service/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">en self-service<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> pour vos clients ou vos employés, afin que les informations soient toujours disponibles lorsqu’ils en ont besoin.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Fonctionnalités :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a target="_blank" rel="noopener noreferrer" href="/service/ai/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Outils d’IA et d’IA générative<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li>Apparence personnalisable<!-- --> </li><li>Rôles et permissions<!-- --> </li><li>Collaboration et modification en équipe<!-- --> </li><li><a target="_blank" rel="noopener noreferrer" href="/service/analytics/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Rapports et analyses<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="/marketplace/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Plus de 1 000 applications et intégrations<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li>Workflows de publication<!-- --> </li><li>Certifications et formations personnalisées<!-- --> </li><li><a target="_blank" rel="noopener noreferrer" href="/service/community-forum/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Forums communautaires<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Tarifs :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Suite Team : $55 par agent et par mois<!-- --> </li><li>Suite Growth : $89 par agent et par mois<!-- --> </li><li>Suite Professional : $115 par agent et par mois<!-- --> </li><li>Suite Enterprise : Contactez notre équipe commerciale<!-- --> </li><li>Suite Enterprise Plus : Contactez notre équipe commerciale <br/>*Les formules sont facturées annuellement.</li></ul> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a target="_blank" rel="noopener noreferrer" href="/register/#step-1" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Profitez d’un essai gratuit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="/pricing/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Voir les tarifs<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="/demo/?demoStep=personal#" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Demander une démonstration<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="/service/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Suivez le guide<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="/blog/total-economic-impact-of-zendesk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Évaluez les avantages le retour sur investissement de Zendesk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Essai gratuit :</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">14 jours</p><h3 id="Helpjuice" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">2. <a target="_blank" rel="noopener noreferrer" href="https://helpjuice.com/lp" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Helpjuice<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot displays Helpjuice’s knowledge base software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware22.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://helpjuice.com/blog/write-faq-page" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Helpjuice propose un logiciel de base de connaissances qui peut aider les entreprises à gérer leur contenu. La solution comprend un moteur de recherche spécialement conçu pour les bases de connaissances afin d’aider les utilisateurs à trouver rapidement ce dont ils ont besoin. Les utilisateurs peuvent créer des articles à l’aide de l’éditeur natif What You See Is What You Get (WYSIWYG) et de l’interface de publication pour ajouter immédiatement du contenu.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">La plateforme utilise des algorithmes pilotés par l’IA pour recommander des sujets d’articles et générer des suggestions d’amélioration du contenu. Les analyses mettent en évidence les articles les plus consultés et les utilisateurs qui les recherchent. De plus, Helpjuice offre des options de personnalisation. Les thèmes personnalisables vous permettent de créer une expérience de marque sur mesure, et la prise en charge multilingue vous permet de changer de langue à partir du panneau de rédaction.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Fonctionnalités :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Outils d’IA et d’IA générative<!-- --> </li><li>Apparence personnalisable<!-- --> </li><li>Rôles et permissions<!-- --> </li><li>Collaboration et modification en équipe<!-- --> </li><li>Rapports et analyses<!-- --> </li><li>Traductions en plusieurs langues<!-- --> </li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Tarifs :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Starter : 120 € par mois (jusqu’à 10 utilisateurs)<!-- --> </li><li>Mise en service : 200 € par mois (jusqu’à 16 utilisateurs) <!-- --> </li><li>Premium Limited : 289 € par mois (jusqu’à 60 utilisateurs)<!-- --> </li><li>Illimité Premium : 499 € par mois<!-- --> </li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Essai gratuit :</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">14 jours</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="/marketplace/apps/support/100100/helpjuice/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">En savoir plus sur l’intégration de Helpjuice à Zendesk.<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 id="Bloomfire" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">3. <a target="_blank" rel="noopener noreferrer" href="https://bloomfire.com/knowledge-management/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Bloomfire<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot displays Bloomfire’s knowledge base software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware33.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://bloomfire.com/platform/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Bloomfire aide les équipes à organiser les connaissances de l’entreprise dans une plateforme centralisée. La plateforme imite les réseaux sociaux et permet aux utilisateurs d’interagir avec le contenu en l’aimant, en le partageant, en le commentant ou en le suivant. De plus, la technologie IA de Bloomfire peut comprendre les requêtes de l’utilisateur et fournir des suggestions intelligentes.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Les fonctions de rapport et les boucles de rétroaction peuvent aider les équipes de gestion à comprendre si le contenu est attrayant et utile, et s’il y a des possibilités d’amélioration. De plus, la plateforme de Bloomfire prend en charge la création de foires aux questions en crowd-sourcing, de sorte que les équipes et les communautés peuvent collaborer pour constituer un référentiel de bonnes pratiques.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Fonctionnalités :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Outils d’IA et d’IA générative<!-- --> </li><li>Apparence personnalisable<!-- --> </li><li>Rôles et permissions<!-- --> </li><li>Collaboration et modification en équipe<!-- --> </li><li>Rapports et analyses<!-- --> </li><li>Marquage automatique du contenu<!-- --> </li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Tarifs :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Talla : à partir de 460 € par mois (jusqu’à 50 utilisateurs)<!-- --> </li><li>Starter : 100 € par mois (jusqu’à 10 utilisateurs)<!-- --> </li><li>Flex : 25 € par utilisateur/mois (jusqu’à 500 utilisateurs)<!-- --> </li><li>Enterprise : contacter Bloomfire (+ de 500 utilisateurs) <br/>*Les formules sont facturées annuellement.</li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Essai gratuit :</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">30 jours</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="/marketplace/apps/support/114281/bloomfire/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">En savoir plus sur l’intégration de Bloomfire à Zendesk.<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 id="Guru" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">4. <a target="_blank" rel="noopener noreferrer" href="https://www.getguru.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Guru<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot displays Guru’s knowledge base software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware44.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.getguru.com/features/knowledge-triggers" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Le système de base de connaissances de Guru permet aux équipes de créer, de partager, d’utiliser et de mettre à jour des informations. Il s’intègre dans le workflow existant de votre équipe en unifiant les informations contextuelles pertinentes avec les outils existants tels que le chat, les e-mails et votre système de gestion de la relation client (CRM).</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Guru utilise l’IA pour faire remonter des informations dans la base de connaissances, de sorte que les suggestions s’améliorent au fil du temps en fonction des schémas de recherche des clients et des employés. L’IA peut également suggérer des articles connexes et signaler les informations redondantes afin de maintenir le contenu à jour. Bien que Guru soit une base de connaissances interne, vous pouvez utiliser son interface de programmation d’applications (API) pour publier du contenu en externe.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Fonctionnalités :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Outils d’IA et d’IA générative<!-- --> </li><li>Apparence personnalisable<!-- --> </li><li>Rôles et permissions<!-- --> </li><li>Collaboration et modification en équipe<!-- --> </li><li>Rapports et analyses<!-- --> </li><li>Espaces de travail d’équipe<!-- --> </li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Tarifs :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Business : 10 € par utilisateur et par mois<!-- --> </li><li>Enterprise : contactez Guru <br/>*Les formules sont facturées annuellement.</li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Essai gratuit :</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">30 jours</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="/marketplace/apps/support/97760/guru/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">En savoir plus sur l’intégration de Guru à Zendesk.<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 id="Zoho Desk" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">5. <a target="_blank" rel="noopener noreferrer" href="https://www.zoho.com/desk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zoho Desk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot displays Zoho Desk’s knowledge base software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware55.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.zoho.com/desk/knowledge-management-software.html?source_from=ft#submission" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Principalement connu pour son système de gestion des tickets et ses solutions de service d’assistance, Zoho Desk propose également un logiciel de base de connaissances. Sa structure personnalisable vous permet de créer des catégories distinctes pour les articles pratiques, les FAQ et d’autres options en self-service.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Les rédacteurs et les réviseurs peuvent travailler ensemble pour créer du contenu à l’aide des outils de collaboration de Zoho. Les entreprises peuvent contrôler l’accès à leur base de connaissances en demandant aux utilisateurs de créer des comptes. De plus, Zoho permet aux utilisateurs de personnaliser les thèmes et l’image de marque de la base de connaissances à l’aide de logos et de couleurs. Il existe également des forums communautaires qui encouragent les clients à collaborer et à interagir avec votre équipe.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Fonctionnalités :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Outils d’IA et d’IA générative<!-- --> </li><li>Apparence personnalisable<!-- --> </li><li>Rôles et permissions<!-- --> </li><li>Collaboration et modification en équipe<!-- --> </li><li>Rapports et analyses<!-- --> </li><li>Forum communautaire<!-- --> </li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Tarifs :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Gratuit : 0 € par mois (3 agents)<!-- --> </li><li>Express : 7 € par utilisateur/mois (5 agents)<!-- --> </li><li>Standard : 14 € par utilisateur et par mois<!-- --> </li><li>Professional : 23 € par utilisateur et par mois<!-- --> </li><li>Enterprise : 40 € par utilisateur et par mois <br/>*Les formules sont facturées annuellement.</li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Essai gratuit :</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">15 jours</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="/marketplace/apps/support/88627/zoho-crm/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">En savoir plus sur l’intégration du CRM de Zoho à Zendesk.<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 id="Document360" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">6. <a target="_blank" rel="noopener noreferrer" href="https://document360.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Document360<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot displays Document360’s knowledge base software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware66.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://document360.com/knowledgebase-portal/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Avec Document360, vous pouvez créer des bases de connaissances en self-service pour vos clients et des bases de connaissances privées pour votre équipe. Ses fonctionnalités courantes comprennent la recherche en temps réel, le contrôle des versions, une catégorisation robuste et un gestionnaire de fichiers. De plus, les rédacteurs et les éditeurs peuvent collaborer sur des plateformes de discussion tout en créant ou en révisant des projets.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ce logiciel de base de connaissances comprend des éditeurs markdown et WYSIWYG, de sorte que les auteurs peuvent créer du contenu en utilisant leur méthode préférée. Document360 vous permet de créer des guides pratiques, des tutoriels et des documents techniques pour vos équipes. Le logiciel propose également des autorisations d’affichage des articles, qui garantissent la confidentialité et la sécurité des données en exigeant une connexion pour accéder aux informations.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Fonctionnalités :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Apparence personnalisable<!-- --> </li><li>Rôles et permissions<!-- --> </li><li>Collaboration et modification en équipe<!-- --> </li><li>Rapports et analyses<!-- --> </li><li>Contrôle de la version de la page<!-- --> </li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Tarifs :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Gratuit : 0 € par mois (2 utilisateurs)<!-- --> </li><li>Standard : 124 € par projet/mois<!-- --> </li><li>Professionnel : 248 € par projet/mois<!-- --> </li><li>Business : 331 € par projet et par mois<!-- --> </li><li>Entreprise : 497 € par projet et par mois <br/>*Les formules sont facturées annuellement.</li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Essai gratuit :</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">14 jours</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="/marketplace/apps/support/215292/document360/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">En savoir plus sur l’intégration de Document360 à Zendesk.<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 id="Notion" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">7. <a target="_blank" rel="noopener noreferrer" href="https://www.notion.so/product" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Notion<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot displays Notion’s knowledge base software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware77.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.notion.so/blog/how-to-build-a-knowledge-management-system" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Vous pouvez utiliser Notion comme base de données, bloc-notes, outil de gestion de projet et espace de rédaction collaboratif. Son logiciel wiki permet aux entreprises d’organiser les connaissances dans un format consultable, et les paramètres d’autorisation les laissent définir les accès et les actions des utilisateurs.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Notion vous permet de personnaliser votre base de connaissances clients et d’organiser le contenu en ajoutant des marqueurs, des libellés et des propriétaires à vos articles. Il dispose de milliers de modèles prédéfinis et d’outils de glisser-déposer qui permettent de créer et d’organiser rapidement des pages.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Fonctionnalités :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Outils d’IA et d’IA générative<!-- --> </li><li>Apparence personnalisable<!-- --> </li><li>Rôles et permissions<!-- --> </li><li>Collaboration et modification en équipe<!-- --> </li><li>Rapports et analyses<!-- --> </li><li>Modèles prédéfinis<!-- --> </li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Tarifs :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Édition gratuite : 0 € par mois<!-- --> </li><li>Plus : 40 € par utilisateur et par mois<!-- --> </li><li>Business : 15 € par utilisateur et par mois<!-- --> </li><li>Enterprise : contacter Notion <br/>*Les formules sont facturées annuellement.</li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Essai gratuit :</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">7 jours</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="/marketplace/apps/support/967901/notion/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">En savoir plus sur l’intégration de Notion à Zendesk.<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 id="HappyFox" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">8. <a target="_blank" rel="noopener noreferrer" href="https://www.happyfox.com/knowledge-base/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HappyFox<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot displays HappyFox’s knowledge base software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware88.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.happyfox.com/knowledge-base/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">HappyFox fournit des logiciels d’assistance avec des solutions de base de connaissances pour les entreprises de divers secteurs. Sa base de connaissances offre des options en self-service et permet de recueillir facilement les commentaires des clients. L’outil dispose également de portails clients à l’image de la marque et de systèmes de gestion des connaissances internes et externes distincts.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Le moteur de recherche de HappyFox affiche les articles et les pages FAQ les mieux classés, pour que les utilisateurs n’aient pas besoin de les chercher. La fonction d’auto-suggestion permet de guider le client tout au long de son parcours en self-service, tandis que l’index structuré facilite la recherche des ressources. HappyFox facilite également le partage du contenu sur les canaux de réseaux sociaux.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Fonctionnalités :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Apparence personnalisable<!-- --> </li><li>Rôles et permissions<!-- --> </li><li>Collaboration et modification en équipe<!-- --> </li><li>Rapports et analyses<!-- --> </li><li>Outils SEO<!-- --> </li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Tarifs :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Mighty : 29 € par agent et par mois<!-- --> </li><li>Fantastic : 49 € par utilisateur et par mois<!-- --> </li><li>Enterprise : 69 € par agent et par mois<!-- --> </li><li>Enterprise Plus : 89 € par agent et par mois <br/>*Les formules sont facturées annuellement.</li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Essai gratuit :</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Indisponible</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="/marketplace/apps/support/244734/happyfox-workflows/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">En savoir plus sur l’intégration HappyFox Workflows pour Zendesk.<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 id="Confluence" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">9. <a target="_blank" rel="noopener noreferrer" href="https://www.atlassian.com/software/confluence/knowledge-base" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Confluence<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot displays Confluence’s knowledge base software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware99.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.atlassian.com/software/confluence/features" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Confluence est une plateforme de collaboration et de partage de documents d’Atlassian que vous pouvez utiliser comme base de connaissances interne ou externe. Le logiciel permet de garder une trace des modifications apportées aux documents pour l’audit de contenu et donne la possibilité aux équipes de collaborer sur les projets.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Les outils d’analyse de Confluence permettent aux équipes de suivre les performances du contenu, de surveiller l’engagement des utilisateurs et d’identifier les domaines à suivre de plus près. Confluence prend également en charge la co-écriture et l’édition d’articles en temps réel, ainsi que la gestion des commentaires et des autorisations des utilisateurs, afin que les équipes puissent collaborer et assurer l’exactitude de leur base de connaissances.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Fonctionnalités :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Rôles et permissions<!-- --> </li><li>Collaboration et modification en équipe<!-- --> </li><li>Rapports et analyses<!-- --> </li><li>Historique de la page<!-- --> </li><li>Modèles prédéfinis<!-- --> </li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Tarifs :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Gratuit : 0 $ par mois (jusqu'à 10 utilisateurs)<!-- --> </li><li>Standard : À partir de 600 € par an<!-- --> </li><li>Premium : À partir de 1 150 € par an<!-- --> </li><li>Enterprise : contacter Confluence <br/>*Les formules sont facturées annuellement et indiquent la tarification pour un maximum de 10 utilisateurs.</li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Essai gratuit :</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">7 jours</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="/marketplace/apps/support/133875/sync-confluence-pages-to-help-center/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">En savoir plus sur l’intégration de Confluence à Zendesk.<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 id="HubSpot Service Hub" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">10. <a target="_blank" rel="noopener noreferrer" href="https://www.hubspot.com/products/service-hub" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HubSpot Service Hub<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot displays HubSpot Service Hub’s knowledge base software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware110.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.hubspot.com/products/service/knowledge-base" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">HubSpot Service Hub offre de multiples fonctionnalités de gestion des connaissances. La fonctionnalité de recherche intelligente utilise des algorithmes de machine learning pour comprendre et prédire les requêtes des utilisateurs avant de fournir des résultats pertinents. Le logiciel de base de connaissances prend en charge la personnalisation de la marque, ce qui permet aux organisations de personnaliser l’apparence de leur base de connaissances (y compris la palette de couleurs, les logos et la mise en page) en fonction de l’identité de leur marque.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">HubSpot Service Hub fournit également aux organisations des analyses qui permettent de partager des informations sur les performances de leur base de connaissances et sur la manière dont les utilisateurs interagissent avec le contenu. Des fonctionnalités comme la gestion des autorisations et le contrôle des versions permettent aux équipes de collaborer.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Fonctionnalités :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Outils d’IA et d’IA générative<!-- --> </li><li>Apparence personnalisable<!-- --> </li><li>Rôles et permissions<!-- --> </li><li>Collaboration et modification en équipe<!-- --> </li><li>Rapports et analyses<!-- --> </li><li>Recommandations de SEO<!-- --> </li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Tarifs :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Professional : À partir de 450 € par mois (5 utilisateurs)<!-- --> </li><li>Enterprise : à partir de 1 200 € par mois (10 utilisateurs) <br/>*Les formules sont facturées annuellement.</li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Essai gratuit :</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Indisponible</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="/marketplace/apps/support/88625/hubspot/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">En savoir plus sur l’intégration de HubSpot à Zendesk.<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p><h3 id="Nuclino" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">11. <a target="_blank" rel="noopener noreferrer" href="https://www.nuclino.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Nuclino<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot displays Nuclino’s knowledge base software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware111.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.nuclino.com/solutions/internal-knowledge-base" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Les solutions de base de connaissances de Nuclino offrent une IA qui peut aider les utilisateurs à créer des documents structurés et interconnectés. L’IA peut générer des idées, rédiger du contenu sur la base des mots-clés fournis et résumer les notes.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Avec Nuclino, les entreprises peuvent définir des restrictions d’accès pour contrôler les personnes qui consultent, modifient et contribuent au contenu. Plusieurs utilisateurs peuvent travailler ensemble, éditer et commenter des documents en temps réel. La plateforme comprend également un outil d’historique des versions des articles, qui permet aux utilisateurs de suivre les changements et les révisions au fil du temps. Nuclino fournit aussi une collection de modèles qui donnent aux utilisateurs un point de départ pour la conception de wikis, de feuilles de route de produits et de manuels.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Fonctionnalités :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Outils d’IA et d’IA générative<!-- --> </li><li>Apparence personnalisable<!-- --> </li><li>Rôles et permissions<!-- --> </li><li>Collaboration et modification en équipe<!-- --> </li><li>Modèles de contenu<!-- --> </li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Tarifs :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Gratuit : 0 € par mois (2 Go de stockage)<!-- --> </li><li>Standard : 5 € par utilisateur et par mois<!-- --> </li><li>Premium : 10 € par utilisateur et par mois <br/>*Les formules sont facturées annuellement.</li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Essai gratuit :</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">14 jours</p><h3 id="ProProfs Knowledge Base" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">12. <a target="_blank" rel="noopener noreferrer" href="https://www.proprofskb.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">ProProfs Knowledge Base<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot displays ProProfs Knowledge Base’s knowledge base software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware112.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.proprofskb.com/templates/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">ProProfs Knowledge Base permet aux entreprises de consulter des rapports sur les consultations d’articles, les interactions avec les utilisateurs et la performance du contenu afin de comprendre comment les lecteurs interagissent avec les articles. Les entreprises peuvent également définir des processus de workflows afin que chacun sache comment créer, réviser et approuver le contenu.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">ProProfs permet également aux utilisateurs de créer un contenu conditionnel, ce qui signifie que l’outil peut masquer ou afficher du contenu en fonction de l’appareil utilisé ou du segment de clientèle. Son éditeur WYSIWYG permet aux équipes de personnaliser les modèles de contenu et d’ajouter des images ou des vidéos.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Fonctionnalités :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Apparence personnalisable<!-- --> </li><li>Rôles et permissions<!-- --> </li><li>Collaboration et modification en équipe<!-- --> </li><li>Rapports et analyses<!-- --> </li><li>Contenu conditionnel<!-- --> </li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Tarifs :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Gratuit : 0 € par mois (25 pages)<!-- --> </li><li>Business Starter : 49 € par utilisateur et par mois <br/>*Le plan est facturé annuellement.</li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Essai gratuit :</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">15 jours</p><h3 id="Help Scout" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">13. <a target="_blank" rel="noopener noreferrer" href="https://www.helpscout.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Help Scout<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot displays Help Scout’s knowledge base software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware113.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.helpscout.com/knowledge-base/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Help Scout propose un logiciel de base de connaissances dans le cadre de sa solution de centre d’assistance. Les entreprises qui l’utilisent peuvent assurer une apparence cohérente, en phase avec l’identité de leur marque. Les options de personnalisation comprennent des palettes de couleurs, des logos et des mises en page.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Les entreprises peuvent contrôler l’accès et les autorisations des utilisateurs afin de protéger les informations sensibles tout en facilitant la collaboration et la gestion du contenu au sein des équipes. Les outils basés sur l’IA peuvent aider les utilisateurs à trouver ce dont ils ont besoin et fournir des recommandations en termes de création de contenu. De plus, ses fonctions d’analyse peuvent aider les équipes à suivre des paramètres tels que le nombre d’articles consultés et les tendances en matière de recherche.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Fonctionnalités :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Outils d’IA et d’IA générative<!-- --> </li><li>Apparence personnalisable<!-- --> </li><li>Rôles et permissions<!-- --> </li><li>Collaboration et modification en équipe<!-- --> </li><li>Rapports et analyses<!-- --> </li><li>Détection des conflits<!-- --> </li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Tarifs :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Standard : 20 € par utilisateur et par mois<!-- --> </li><li>Plus : 40 € par utilisateur et par mois<!-- --> </li><li>Pro : 65 € par utilisateur et par mois <br/>*Les formules sont facturées annuellement.</li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Essai gratuit :</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">15 jours</p><h3 id="Slite" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">14. <a target="_blank" rel="noopener noreferrer" href="https://slite.com/solutions/knowledge-base" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Slite<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot displays Slite’s knowledge base software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware114.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://slite.com/?redirect=no#All-types-of-knowledge" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Slite est une plateforme interne de gestion des connaissances qui héberge les informations d’équipe. Grâce à un éditeur simple, à une variété de modèles et à une mise en forme flexible, les entreprises peuvent organiser leur contenu de manière professionnelle. La fonction de recherche et le tri des documents facilitent la localisation et l’accès aux informations.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Slite inclut le suivi de l’activité des documents afin que les entreprises puissent maintenir leur contenu à jour. Son IA peut traduire des articles, résumer le contenu et changer le ton des communications pour attirer différents publics. Les équipes peuvent également collaborer et commenter les documents en temps réel.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Fonctionnalités :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Outils d’IA et d’IA générative<!-- --> </li><li>Apparence personnalisable<!-- --> </li><li>Rôles et permissions<!-- --> </li><li>Collaboration et modification en équipe<!-- --> </li><li>Rapports et analyses<!-- --> </li><li>Historique des versions<!-- --> </li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Tarifs :</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Gratuit : 0 € par mois (50 documents)<!-- --> </li><li>Standard : 8 € par membre et par mois<!-- --> </li><li>Premium : 12,50 € par membre et par mois<!-- --> </li><li>Enterprise : contacter Slite <br/>*Les formules sont facturées annuellement.</li></ul> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Essai gratuit :</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Indisponible</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="What are different types of knowledge base tools?"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Quels sont les différents types d’outils de gestion des connaissances ?</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Pour les petites entreprises qui démarrent, une <a target="_blank" rel="noopener noreferrer" href="/blog/knowledge-base/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">base de connaissances<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> peut simplement consister en un Google Drive partagé contenant des PDF de spécifications de produits, une FAQ pour les clients et des manuels pour les employés. Mais à mesure que l’entreprise se développe, cela peut poser des problèmes de sécurité, de recherche et d’accessibilité. Voici les types d’outils de base de connaissances les plus courants pour les entreprises de toute taille.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <strong>Les guides de dépannage</strong> sont des ressources faciles à suivre, qui aident les clients à résoudre des problèmes courants pas à pas.<!-- --> <br/> </li><li><br/>Les <strong>pages de la FAQ</strong> fournissent des réponses aux questions les plus courantes posées par les clients.<br/> </li><li><br/>Les <strong><a target="_blank" rel="noopener noreferrer" href="/service/messaging/chatbot/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">chatbots<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></strong> sont des outils basés sur l’IA qui offrent une communication proactive, une assistance 24h/24 et 7j/7, et des options de self-service.<br/> </li><li><strong>L’IA générative</strong> est un type de technologie d’IA capable de créer de manière autonome du contenu original, de modifier le ton d’articles existants et de réviser des informations obsolètes. <!-- --> <br/> </li><li><strong>Les forums communautaires</strong> sont des portails en ligne sur lesquels les utilisateurs participent à des discussions, partagent des informations, posent des questions et collaborent.<!-- --> <br/> </li><li><strong>Les portails en self-service</strong> sont des plateformes en ligne où les utilisateurs accèdent de manière autonome à des informations, trouvent des solutions à des problèmes et effectuent des tâches sans assistance directe.<!-- --> <br/> </li><li><strong>Les centres d’aide</strong> sont des référentiels centralisés en ligne où les utilisateurs peuvent accéder à des informations, de la documentation et des ressources d’assistance organisées et accessibles.<!-- --> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="How to choose the right knowledge base system"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Comment choisir le bon logiciel de base de connaissances</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Un logiciel de base de connaissances est un outil qui vous permet de recueillir, maintenir et transmettre les bonnes informations à la bonne personne et au bon moment. Voici quelques éléments à prendre en compte pour choisir le meilleur logiciel pour votre entreprise.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 hhFmhj" color="kale"><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0zM6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85-6.9 6.9z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV"> <!-- -->Assurez-vous qu’il est sécurisé</h3> <br/>Les meilleurs logiciels de base de connaissances ont mis en place des mesures de protection des données sensibles. Avec des certifications de conformité logicielle à jour, les entreprises montrent qu’elles respectent les restrictions et les réglementations du secteur afin de garantir la sécurité des données. Votre logiciel de base de connaissances doit également privilégier la fiabilité et s’intégrer à votre <a target="_blank" rel="noopener noreferrer" href="/service/ticketing-system/problem-management-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">logiciel de gestion des problèmes<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>. Cela permet au fournisseur de limiter les temps d’arrêt en cas de problème imprévisible du système.</div></li><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0zM6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85-6.9 6.9z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Vérifiez la facilité de configuration et de maintenance</h3> <br/>Choisissez un logiciel qui se déploie rapidement et qui offre des outils faciles à maintenir. Il est également judicieux de choisir un fournisseur disposant d’une équipe dédiée à l’intégration qui rationalisera le processus, répondra aux questions et vous permettra d’être opérationnel rapidement. Un délai de rentabilisation rapide signifie que vous pouvez commencer à tirer profit des avantages du logiciel le plus tôt possible.</div></li><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0zM6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85-6.9 6.9z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Prenez en compte le coût total de possession</h3> <br/>Toutes les entreprises souhaitent un retour sur investissement (ROI) rapide lorsqu’elles investissent dans un nouveau logiciel. Le meilleur moyen d’y parvenir est de choisir un logiciel de base de connaissances fiable, simple à configurer, qui s’intègre à vos systèmes actuels et qui ne nécessite pas une formation trop poussée. Cela permet à votre équipe d’utiliser le logiciel plus rapidement avec des coûts d’installation et de formation minimes.<br/>Notez que les logiciels de base de connaissances <a target="_blank" rel="noopener noreferrer" href="/service/help-center/free-knowledge-base-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2"> gratuits<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> constituent un point de départ abordable pour la gestion de contenu, mais vous risquez de vous sentir rapidement limités par leurs fonctionnalités de base. Dans ce cas, il se peut que le coût de la mise à niveau et de la gestion du système dépasse celui d’autres services payants.</div></li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Benefits of knowledge base solutions"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Avantages des solutions de base de connaissances</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">En regroupant vos connaissances d’entreprise au sein d’une base de données unique et accessible de partout via Internet, vous bénéficiez d’un avantage concurrentiel clé. Voici les cinq principaux avantages qu’offrent les systèmes de base de connaissances.</p><img alt="Some of the key benefits businesses gain from using knowledge base software include boosting customer satisfaction, saving agents time, breaking down silos, improving agent training, and enhancing customer onboarding." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/Knowledge+base+software_fr-fr(1).png" width="100%"/> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Amélioration de la satisfaction client</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Une base de connaissances externe ne dort jamais, ce qui vous permet de fournir à vos clients les informations qu’ils souhaitent, au moment et à l’endroit où ils le souhaitent. Votre entreprise peut assister les utilisateurs 24h/24 et 7j/7, même pendant les vacances et les horaires de clôture. Ainsi, le client n’a pas besoin d’attendre qu’un agent l’aide à résoudre un problème qu’il peut facilement résoudre par lui-même, une expérience appréciée qui accroît la satisfaction client.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Gain de temps pour les agents et réduction des coûts</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Les ressources en self-service peuvent résoudre les problèmes rudimentaires sans l’intervention d’un agent, détourner les tickets et rendre la file d’attente plus facile à gérer. Les agents peuvent ainsi se consacrer à la résolution de problèmes plus complexes et à l’amélioration de l’expérience client. Lorsqu’elles sont intégrées à un logiciel de chatbot, les bases de connaissances peuvent également être utilisées pour répondre automatiquement aux questions des clients, ce qui vous permet d’éviter d’embaucher du personnel supplémentaire pour gérer des volumes de tickets plus importants.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Optimisation de l’intégration des clients et augmentation de l’adoption des produits</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Utilisez votre base de connaissances externe pour créer une expérience d’accueil fluide des clients. Lorsqu’un nouveau client s’inscrit, vous pouvez automatiser l’envoi d’un e-mail de bienvenue contenant des ressources utiles de votre base de connaissances, par exemple :</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Visites guidées et aperçus des produits<!-- --> </li><li>Vidéos d’explication et tutoriels<!-- --> </li><li>Articles du Centre d’aide<!-- --> </li><li>Questions fréquentes<!-- --> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ces documents d’accueil constituent une ressource précieuse et encouragent les nouveaux clients à adopter votre produit plus rapidement.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">La fin des silos internes</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Les outils de base de connaissances internes peuvent mettre fin au <a target="_blank" rel="noopener noreferrer" href="/blog/ways-data-silos-impact-business-knock/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">cloisonnement des données<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> en offrant aux équipes un espace centralisé où elles peuvent accéder aux informations importantes. Lorsque les informations sont dispersées entre les systèmes et les départements, il est difficile pour les employés de trouver ce dont ils ont besoin et de fournir les expériences personnalisées et de haute qualité que les clients attendent. Les logiciels de base de connaissances permettent aux équipes de collaborer efficacement en facilitant l’accès à des informations précieuses et pertinentes.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Amélioration de la formation et de la précision des employés</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Grâce aux informations disponibles en un seul clic dans la base de connaissances interne, les agents peuvent aider les clients de manière efficace et précise sans avoir à mémoriser tous les détails. Une base de connaissances sert de disque dur à vos agents. Elle leur offrant un accès instantané aux processus internes, aux questions fréquentes et aux articles. Ils peuvent ainsi y puiser des réponses rapides à la demande. La base de connaissances peut aussi servir à accélérer l’intégration des <a target="_blank" rel="noopener noreferrer" href="/blog/onboard-train-new-customer-service-reps/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">agents<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> et donner aux nouveaux employés l’accès au matériel de formation.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Features of knowledge base systems"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Fonctionnalités des systèmes de bases de connaissances</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Une des fonctionnalités rudimentaires d’un logiciel de base de connaissances est de permettre aux équipes d’assistance de créer, de gérer et de partager facilement du contenu avec leurs clients. Voici quelques fonctionnalités essentielles qu’un bon logiciel de base de connaissances doit inclure.</p><img alt="Some of the key features to look for in knowledge base software include AI and generative AI, branding and customization, roles and permissions, team collaboration and editing, and reporting and analytics." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/Knowledge+base+software_fr-fr.png" width="100%"/> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Outils d’IA et d’IA générative</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">L’IA peut jouer un rôle important dans la création et la gestion de votre base de connaissances. Les algorithmes basés sur l’IA peuvent recommander des sujets pertinents, suggérer des améliorations de contenu et même générer des ébauches d’articles, ce qui réduit considérablement le temps et les efforts nécessaires à la production de contenu. Les outils d’IA peuvent aider les équipes à maintenir les informations à jour en identifiant les contenus obsolètes ou non pertinents et en suggérant des mises à jour.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Les systèmes de recherche et de recommandation pilotés par l’IA améliorent la découverte du contenu des bases de connaissances, et aident ainsi les utilisateurs à trouver facilement les informations dont ils ont besoin. Parallèlement, l’IA <a target="_blank" rel="noopener noreferrer" href="/blog/generative-ai-guide/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">générative<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> permet d’élaborer des explications claires et concises. En automatisant ces aspects de la création et de la gestion de contenu, l’IA permet aux équipes de se concentrer sur des tâches plus importantes telles que la stratégie, l’assurance qualité et l’amélioration de l’expérience utilisateur.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Apparence personnalisable</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Votre logiciel doit vous permettre de personnaliser l’apparence de votre base de connaissances avec les couleurs, les polices, les images et les logos de votre marque. En adaptant le thème de votre <a target="_blank" rel="noopener noreferrer" href="/service/help-center/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">centre d’aide<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> à chacune des marques que vous gérez, en utilisant les bonnes couleurs ou en ajoutant un logo en en-tête, par exemple, vous améliorez l’expérience des lecteurs. Certaines bases de connaissances vous permettent même d’ajouter une hero image sur votre page d’accueil et une image de bannière sur vos pages communautaires et de les personnaliser avec le thème de votre choix.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Rôles et permissions</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Contrôler qui peut écrire, éditer et publier du contenu est un aspect important du maintien de l’intégrité de votre site. De même, le fait d’autoriser la consultation de certains documents permet de protéger les informations sensibles. Par exemple, Zendesk propose quatre autorisations d’affichage d’articles pour les utilisateurs : tout le monde, les utilisateurs connectés, les agents et les administrateurs, et des segments d’utilisateurs personnalisés.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Collaboration d’équipe et workflows d’édition/de publication</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Les outils de collaboration et d’édition en équipe permettent aux organisations d’exploiter l’intelligence collective de leurs équipes et de s’assurer que les ressources de connaissances sont continuellement améliorées et développées. L’édition collaborative permet à plusieurs membres de l’équipe de contribuer au contenu de la base de connaissances, de le réviser et de l’affiner en temps réel, afin d’obtenir des informations plus précises et plus complètes.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ces outils facilitent la communication, l’harmonisation et la mise en commun de diverses compétences, et garantissent que la base de connaissances reflète les dernières idées et les meilleures pratiques. Les fonctions de contrôle des versions contribuent à préserver la qualité et la sécurité du contenu en permettant aux utilisateurs de voir ce qui a été modifié et en leur permettant de récupérer les versions antérieures.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Rapports et analyses</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Les bons logiciels de base de connaissances n’aident pas seulement vos clients à obtenir des informations sur votre produit ou service. Les outils de reporting et d’analyse offrent des informations précieuses sur le contenu de votre base de connaissances :</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Les articles les plus et les moins vus<!-- --> </li><li>L’efficacité de chaque article<!-- --> </li><li>Les lacunes de contenu basées sur les recherches des clients et les sujets en vogue<!-- --> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Grâce à ces informations, vous pouvez fournir en permanence un contenu utile et enrichissant pour une meilleure expérience client.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Frequently asked questions"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Questions fréquentes</h2><div class="sc-ecc9c292-0 iUiEoJ"><div itemType="https://schema.org/FAQPage" class="StyledAccordion-sc-niv9ic-0 dgZvap Accordionstyle__AccordionRoot-sc-ga9m60-0 ezJqxF" data-garden-id="accordions.accordion" data-garden-version="8.76.2"><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2d7e76:--trigger:0" role="button" tabindex="0" aria-controls=":R2d7e76:--panel:0" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">À quoi servent les logiciels de base de connaissances et comment fonctionnent-t-ils ?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2d7e76:--panel:0" aria-hidden="true" aria-labelledby=":R2d7e76:--trigger:0" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Les logiciels de base de connaissances fournissent aux clients des informations qui peuvent les aider à mieux comprendre ou utiliser votre produit ou service. Les logiciels de base de connaissances permettent également aux agents de gagner du temps en incitant les clients à utiliser des options de self-service pour l’exécution de tâches simples. En général, les logiciels de base de connaissances peuvent être configurés de manière à ce que votre base de données puisse être privée, publique ou les deux à la fois.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Au niveau le plus élémentaire, un logiciel de base de connaissances vous permet d’organiser et de créer vos connaissances d’entreprise en tant que contenu utile au sein d’une base de données consultable. Les systèmes plus avancés mettent à profit l’automatisation et le <a target="_blank" rel="noopener noreferrer" href="/blog/machine-learning-used-customer-service/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">machine learning<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> pour proposer automatiquement des articles pertinents en réponse aux demandes des clients.</p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2d7e76:--trigger:1" role="button" tabindex="0" aria-controls=":R2d7e76:--panel:1" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Pourquoi est-il important pour votre entreprise d’utiliser un logiciel de base de connaissances ?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2d7e76:--panel:1" aria-hidden="true" aria-labelledby=":R2d7e76:--trigger:1" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Le bon logiciel de base de connaissances interne permet d’améliorer de nombreux aspects de votre activité. Le service client peut créer du contenu et y accéder pour améliorer la productivité et l’efficacité des agents, ce qui se traduit par une meilleure expérience client. Le service de développement des produits peut utiliser la base de connaissances pour suivre les demandes de fonctionnalités, les demandes courantes des clients et les informations sur les codes existants. Les ressources humaines peuvent utiliser la base de connaissances pour diffuser des informations.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Un logiciel de base de connaissances externe permet d’offrir aux clients des options de self-service essentielles. Qu’il s’agisse de ressources permettant d’initier de nouveaux clients à votre produit ou de pages expliquant vos offres à des clients potentiels, une base de connaissances peut contribuer à la réussite de votre entreprise.</p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2d7e76:--trigger:2" role="button" tabindex="0" aria-controls=":R2d7e76:--panel:2" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Quels types de données sont fournis dans une base de connaissances ?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2d7e76:--panel:2" aria-hidden="true" aria-labelledby=":R2d7e76:--trigger:2" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Une base de connaissances peut offrir aux utilisateurs un large éventail d’informations en fonction du public. Pour les bases de connaissances destinées aux clients, les données peuvent comprendre :</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <strong><a target="_blank" rel="noopener noreferrer" href="/blog/the-best-faq-page-examples-and-how-to-make-your-own/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Des pages de FAQ bien conçues<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></strong> </li><li><strong>Des guides de dépannage</strong> qui expliquent comment résoudre les problèmes<!-- --> </li><li><strong>Des workflows d’accueil</strong> qui accompagnent les clients<!-- --> </li><li><strong>Descriptions des produits et des services</strong> pour permettre aux clients potentiels de bien comprendre les offres de votre entreprise<!-- --> </li></ul> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2d7e76:--trigger:3" role="button" tabindex="0" aria-controls=":R2d7e76:--panel:3" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Quels sont les exemples de base de connaissances interne ?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2d7e76:--panel:3" aria-hidden="true" aria-labelledby=":R2d7e76:--trigger:3" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Voici comment différentes équipes peuvent utiliser les bases de connaissances internes :</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Les équipes d’assistance peuvent documenter les étapes de résolution des problèmes, les meilleures pratiques et d’autres informations importantes afin que les agents n’aient pas à repartir de zéro à chaque fois.<!-- --> </li><li>Les équipes de produits peuvent s’appuyer sur une base de connaissances pour hiérarchiser et gérer les demandes de fonctionnalités et documenter le développement des produits.<!-- --> </li><li>Les ressources humaines peuvent communiquer des informations internes aux employés, telles que les politiques de l’entreprise et les congés.<!-- --> </li></ul> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2d7e76:--trigger:4" role="button" tabindex="0" aria-controls=":R2d7e76:--panel:4" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">De quelles intégrations logicielles pourrais-je avoir besoin pour ma base de connaissances ?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2d7e76:--panel:4" aria-hidden="true" aria-labelledby=":R2d7e76:--trigger:4" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Votre outil de gestion des connaissances doit s’intégrer à diverses applications et logiciels afin que vous puissiez améliorer ses capacités. Les intégrations choisies dépendent généralement des besoins de votre entreprise et de ce que vous voulez que votre base de connaissances accomplisse. Voici quelques systèmes importants avec lesquels votre base de connaissances doit s’intégrer pour offrir une expérience optimale à l’utilisateur :</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <strong><a target="_blank" rel="noopener noreferrer" href="/service/help-desk-software/ticketing-system/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Logiciel de gestion des tickets<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> :</strong> Les agents peuvent transformer les tickets d’aide en documentation partageable.<!-- --> </li><li><strong><a target="_blank" rel="noopener noreferrer" href="/service/messaging/live-chat/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Logiciel de chat en direct<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> :</strong> Les chatbots peuvent partager des articles sans faire remonter la demande à un agent humain.<!-- --> </li><li><strong><a target="_blank" rel="noopener noreferrer" href="/service/help-center/client-portal/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Portail client<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> :</strong> La base de connaissances est située à un endroit pratique et offre une alternative aux clients qui préfèrent ne pas parler à l’assistance client.<!-- --> </li><li><strong><a target="_blank" rel="noopener noreferrer" href="/internal-help-desk/hr-help-desk-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Service d’assistance RH<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> :</strong> Les employés peuvent résoudre en self-service les questions relatives à la paie, aux avantages sociaux, aux politiques de l’entreprise et plus encore.<!-- --> </li></ul> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2d7e76:--trigger:5" role="button" tabindex="0" aria-controls=":R2d7e76:--panel:5" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Comment maintenir ma base de connaissances à jour ?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2d7e76:--panel:5" aria-hidden="true" aria-labelledby=":R2d7e76:--trigger:5" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Actualisez régulièrement le contenu afin que les informations soient exactes, pertinentes et utiles. Voici quelques conseils pour maintenir le contenu de votre base de connaissances à jour :</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <!-- -->Utilisez des outils de reporting et d’analyse pour recueillir des informations sur les performances de la base de connaissances sur les différents canaux.<!-- --> </li><li>Choisissez des applications de base de connaissances dotées de fonctionnalités clés, telles que des outils de gestion des connaissances et de collaboration basés sur l’IA, qui facilitent l’identification des articles qui doivent être mis à jour ou créés en fonction des sujets en vogue ou des demandes des clients.<!-- --> </li><li>Utilisez des plateformes de base de connaissances qui permettent aux agents de créer un ticket lorsqu’ils remarquent des informations obsolètes ou incorrectes dans les articles.<!-- --> </li></ul> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2d7e76:--trigger:6" role="button" tabindex="0" aria-controls=":R2d7e76:--panel:6" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Comment migrer ma base de connaissances vers le cloud ?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2d7e76:--panel:6" aria-hidden="true" aria-labelledby=":R2d7e76:--trigger:6" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">La meilleure façon de migrer votre base de connaissances vers le cloud est d’utiliser une plateforme SaaS (software as a service) conçue pour la gestion et la conservation des informations. Le bon outil facilitera la migration de votre contenu existant et devrait vous permettre de transférer automatiquement les articles par marque. Si vous n’avez qu’un petit nombre d’articles à déplacer, vous pouvez copier et coller manuellement les articles nécessaires. Vous pouvez également utiliser des applications de migration spécifiques ou faire appel à un professionnel de l’expérience client.</p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2d7e76:--trigger:7" role="button" tabindex="0" aria-controls=":R2d7e76:--panel:7" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Quelle est la différence entre une base de données et une base de connaissances ?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2d7e76:--panel:7" aria-hidden="true" aria-labelledby=":R2d7e76:--trigger:7" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">C’est simple : une base de données stocke des données brutes, tandis qu’une base de connaissances est une collection d’articles qui fournit des informations utiles aux utilisateurs. Contrairement à une base de données, une base de connaissances permet d’accéder très facilement à des informations sur des sujets et des questions spécifiques, et de les comprendre.</p></div></section></div></div></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Comment choisir le bon logiciel de base de connaissances ?</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Choisir le bon logiciel de base de connaissances demande beaucoup de réflexion. Pour commencer, il faut déterminer la nature des informations que vous souhaitez organiser et identifier clairement les personnes qui utiliseront ces informations. </p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">La base de connaissances est l’outil qui vous permettra de recueillir, maintenir et transmettre les bonnes informations à la bonne personne et au bon moment.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Une fois ces éléments pris en compte, vous devez évaluer les facteurs suivants :</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Flexibilité et personnalisation</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Votre équipe, vos clients et les outils existants sont uniques. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Votre logiciel de base de connaissances doit donc être capable de prendre en charge cet environnement spécifique.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Si l’outil n’est pas suffisamment flexible, vous serez obligé de corriger et de dupliquer des informations à l’intérieur et à l’extérieur de votre base de connaissances.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Par ailleurs, vous ne pourrez pas utiliser les applications, comme les chatbots ou les CRM, qui rendent les bases de connaissances encore plus puissantes. Vous devez donc rechercher un logiciel de base de connaissances qui propose une API et des intégrations natives aux outils populaires. </p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Recherche et partage faciles</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">La valeur de votre base de connaissances, aussi complète soit-elle, dépend de la capacité des agents et des clients à trouver et à partager rapidement les informations. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">C’est pour cela qu’il est si important de disposer de fonctionnalités de recherche puissante et de catégorisation efficace pour améliorer la qualité du service et la productivité des agents.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Mais trouver les informations ne suffit pas : </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">le contenu de la base de connaissances doit également pouvoir se partager facilement avec les clients et les autres agents.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Pour garder une longueur d’avance, il faut donc choisir un système de gestion des connaissances qui allie à la fois recherche et partage.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Collaboration fluide</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Une base de connaissances est efficace lorsqu’elle permet à plusieurs employés d’y contribuer. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">La capacité de collaboration au sein d’une base de connaissances maximise son champ d’apprentissage et facilite l’intégration des informations recueillies en première ligne.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Votre priorité doit donc être de trouver un logiciel intuitif et facile à utiliser pour votre équipe. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Il est préférable, si possible, de commencer par un essai gratuit pour savoir si votre équipe adopte facilement le logiciel.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Plus vos employés se sentent à l’aise avec le logiciel, plus ils seront disposés à contribuer.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="faq"><span id="faq"></span></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Questions fréquentes sur les logiciels de base de connaissances</h2><div class="sc-ecc9c292-0 iUiEoJ"><div itemType="https://schema.org/FAQPage" class="StyledAccordion-sc-niv9ic-0 dgZvap Accordionstyle__AccordionRoot-sc-ga9m60-0 ezJqxF" data-garden-id="accordions.accordion" data-garden-version="8.76.2"><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R6d9e76:--trigger:0" role="button" tabindex="0" aria-controls=":R6d9e76:--panel:0" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Qui peut utiliser les logiciels de base de connaissances ?</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R6d9e76:--panel:0" aria-hidden="true" aria-labelledby=":R6d9e76:--trigger:0" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Toute personne ou équipe qui a besoin d’utiliser des informations pour aider ses clients à gagner en efficacité peut utiliser un logiciel de gestion des connaissances. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Par exemple, Google fournit une base de connaissances <a target="_blank" rel="noopener noreferrer" href="https://support.google.com/google-ads/?hl=en#topic=10286612" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">pour ses produits publicitaires<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> afin d’aider les clients à résoudre leurs problèmes.</p> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R6d9e76:--trigger:1" role="button" tabindex="0" aria-controls=":R6d9e76:--panel:1" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Que peut-on ajouter dans une base de connaissances ? </h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R6d9e76:--panel:1" aria-hidden="true" aria-labelledby=":R6d9e76:--trigger:1" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">En règle générale, vous pouvez ajouter des fichiers audios, images, vidéos ou textes. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Le seul inconvénient est que certains fournisseurs de logiciels de base de connaissances peuvent limiter la taille et le type des fichiers.</p> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R6d9e76:--trigger:2" role="button" tabindex="0" aria-controls=":R6d9e76:--panel:2" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">De quelles intégrations logicielles pourrais-je avoir besoin pour ma base de connaissances ? </h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R6d9e76:--panel:2" aria-hidden="true" aria-labelledby=":R6d9e76:--trigger:2" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Vous aurez probablement besoin d’intégrations logicielles entre votre base de connaissances et votre CRM ainsi que votre système de gestion des tickets. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Si vous utilisez actuellement le chat en direct ou prévoyez de le faire, vous devez également vous assurer que votre base de connaissances s’intègre au chat en direct, car référer aux articles de la base de connaissances dans un chat peut considérablement améliorer les interactions avec les clients.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Vous pourriez également avoir besoin d’intégrations d’analyse, de messagerie et de portail client.</p> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R6d9e76:--trigger:3" role="button" tabindex="0" aria-controls=":R6d9e76:--panel:3" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Quels éléments ma base de connaissances doit-elle contenir ? </h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R6d9e76:--panel:3" aria-hidden="true" aria-labelledby=":R6d9e76:--trigger:3" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Toute base de connaissances doit inclure un système d’organisation et une barre de recherche de texte. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Les autres éléments de votre base de connaissances dépendent de la nature de votre activité.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Par exemple, si vous vendez des logiciels, votre base de connaissances doit contenir des informations qui aident les clients à configurer le logiciel et à résoudre leurs problèmes.</p> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R6d9e76:--trigger:4" role="button" tabindex="0" aria-controls=":R6d9e76:--panel:4" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Comment maintenir ma base de connaissances à jour ? </h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R6d9e76:--panel:4" aria-hidden="true" aria-labelledby=":R6d9e76:--trigger:4" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Pour garder votre base de connaissances constamment à jour, vous devez suivre ces trois étapes : </p> <ol class="Liststyle__OrderedListRoot-sc-1ptcc0u-0 dFXoyF bullet-default"><li> <!-- -->Assignez un responsable de la gestion de la base de connaissances.<!-- --> </li><li>Désignez un responsable de la base de connaissances<!-- --> </li><li>Mettez en place un processus pour identifier les problèmes de la base de connaissances.<!-- --> </li></ol> </div></section></div></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="free-trial"><span id="free-trial"></span></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Essayez gratuitement nos logiciels de base de connaissances</h2></div><div class="StyledCol-sc-inuw62-0 jHrYwl Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Try knowledge base software for free"></span></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Votre capacité à donner aux clients et aux employés les moyens d’utiliser une base de connaissances dépendra en grande partie du logiciel que vous choisirez. Avec Zendesk, vous pouvez faciliter le self-service pour les clients et organiser vos connaissances d’entreprise sous la forme d’une base de données consultable par vos équipes internes.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Le logiciel de base de connaissances de Zendesk propose également des outils d’IA générative pour aider votre équipe à rationaliser et à mettre à l’échelle la gestion des connaissances. Essayez Zendesk et commencez à offrir à vos clients des options de self-service pratiques tout en améliorant l’efficacité des agents et les délais de résolution.</p><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><a target="_blank" rel="noopener noreferrer" href="//www.zendesk.fr/register/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Essai gratuit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 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class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Continuez à explorer l’univers des bases de connaissances.</p></div><div class="StyledCol-sc-inuw62-0 dpHgeZ Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv sc-e2fe0354-2 cTaaEo"><a href="/service/help-center/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Logiciel de centre d’aide</span></a><a href="/service/help-center/faq-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Logiciel de FAQ</span></a><a 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type="application/json">{"props":{"pageProps":{"_sentryTraceData":"dcfe2bc344e1464a85a7afe740e6d823-82f5f628f0acbd32-1","_sentryBaggage":"sentry-environment=production,sentry-release=Ira_g3owBcF4NaIvX0kgX,sentry-public_key=da50b2d2de4b407e94dc71c34d3bf27e,sentry-trace_id=dcfe2bc344e1464a85a7afe740e6d823,sentry-sample_rate=0.1,sentry-transaction=%2Fservice%2Fhelp-center%2F%5Bslug%5D,sentry-sampled=true","meta":{"alternates":{"de":"https://www.zendesk.de/service/help-center/knowledge-base-software/","nl":"https://www.zendesk.nl/service/help-center/knowledge-base-software/","fr":"https://www.zendesk.fr/service/help-center/knowledge-base-software/","dk":"https://www.zendesk.com/dk/service/help-center/knowledge-base-software/","se":"https://www.zendesk.com/se/service/help-center/knowledge-base-software/","sg":"https://www.zendesk.com/sg/service/help-center/knowledge-base-software/","au":"https://www.zendesk.com/au/service/help-center/knowledge-base-software/","in":"https://www.zendesk.com/in/service/help-center/knowledge-base-software/","kr":"https://www.zendesk.kr/service/help-center/knowledge-base-software/","es":"https://www.zendesk.es/service/help-center/knowledge-base-software/","it":"https://www.zendesk.com/it/service/help-center/knowledge-base-software/","us":"https://www.zendesk.com/service/help-center/knowledge-base-software/","gb":"https://www.zendesk.co.uk/service/help-center/knowledge-base-software/","jp":"https://www.zendesk.co.jp/service/help-center/knowledge-base-software/"},"related":["490712","506771","281921"],"tags":[],"backupLocale":false},"attributes":{"tier-parent-url":"/service/help-center/","tier-hero-headline":"Le meilleur logiciel de base de connaissances","tier-subheading":"Le guide des meilleurs logiciels de base de connaissances 2024\r\n","tier-bg-hero-color":"3","tier-cta-1-text":"Essai gratuit","tier-cta-1-url":"/register/","tier-hero-subheading":"Les logiciels de base de connaissances facilitent la création, la maintenance et le partage de contenu en self-service. Gagnez du temps et réduisez vos coûts grâce à l’outil de base de connaissances adéquat.","tier-hero-ctas":[{"tier-hero-cta-text":"Démonstration","tier-hero-cta-url":"/demo/"}],"tier-hero-description":"On dit que « savoir, c’est pouvoir », et cet adage vaut aussi en matière de service client. En effet, 37 % des clients se sentent frustrés lorsqu’ils ne peuvent pas accomplir des tâches simples par eux-mêmes, selon le \u003ca href=\"https://cxtrends.zendesk.com/fr\" rel=\"noopener\" target=\"_blank\"\u003eRapport CX Trends 2023 de Zendesk\u003c/a\u003e. Réduisez cette frustration et donnez à vos clients les bons outils et les bonnes ressources dès le départ grâce à un logiciel de base de connaissances.\r\n\r\n\u003cstrong\u003ePlus d’informations dans ces guides :\u003c/strong\u003e\r\n\r\n\u003cul\u003e\r\n\r\n\u003cli\u003e\u003ca href=\"#What is knowledge base software?\"\u003eQu’est-ce qu’un logiciel de base de connaissances ?\u003c/a\u003e\u003c/li\u003e \r\n\r\n\u003cli\u003e\u003ca href=\"#The 14 best knowledge base software\"\u003eLes 14 meilleurs logiciels de base de connaissances\u003c/a\u003e\u003c/li\u003e \r\n\r\n\u003cli\u003e\u003ca href=\"#What are different types of knowledge base tools?\"\u003eQuels sont les différents types d’outils de gestion des connaissances ?\u003c/a\u003e\u003c/li\u003e \r\n\r\n\u003cli\u003e\u003ca href=\"#How to choose the right knowledge base system\"\u003eComment choisir le bon système de base de connaissances\u003c/a\u003e\u003c/li\u003e\r\n\r\n\u003cli\u003e\u003ca href=\"#Benefits of knowledge base solutions\"\u003eAvantages des solutions de bases de connaissances\u003c/a\u003e\u003c/li\u003e\r\n\r\n\u003cli\u003e\u003ca href=\"#Features of knowledge base systems\"\u003eFonctionnalités des systèmes de bases de connaissances\u003c/a\u003e\u003c/li\u003e\r\n\r\n\u003cli\u003e\u003ca href=\"#Frequently asked questions\"\u003eQuestions fréquentes\u003c/a\u003e\u003c/li\u003e\r\n\r\n\u003cli\u003e\u003ca href=\"#Try knowledge base software for free\"\u003eEssayez gratuitement un logiciel de base de connaissances\u003c/a\u003e\u003c/li\u003e\r\n\r\n\u003c/ul\u003e\r\n\r\n\u003cspan id=\"What is knowledge base software?\"\u003e\u003c/span\u003e","tier-copy":[{"tier-copy-headline":"Qu’est-ce qu’un logiciel de base de connaissances ?","tier-copy-body":"\u003cstrong\u003eLes logiciels de base de connaissances aident les entreprises à créer, gérer et partager des contenus internes et externes dans un format organisé et consultable.\u003c/strong\u003e Ce type de logiciel se présente sous deux formes :\r\n\r\n\u003cul\u003e\r\n\t\u003cli\u003e\u003cstrong\u003eLes bases de connaissances externes :\u003c/strong\u003e un répertoire centralisé de contenu, axé sur vos produits ou services et sur leur utilisation, auquel vos clients peuvent se référer.\u003c/li\u003e\r\n\r\n\u003cbr\u003e\r\n\t\u003cli\u003e\u003cstrong\u003e\u003ca href=\"/service/help-center/internal-knowledge-base/\" rel=\"noopener\" target=\"_blank\"\u003eLes bases de connaissances internes\u003c/a\u003e :\u003c/strong\u003e un outil permettant de diffuser des informations sur les systèmes, les processus et les politiques auprès de vos employés.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\nDécouvrons maintenant quel logiciel de base de connaissances convient le mieux à vos clients et à votre entreprise.\r\n\r\n\u003cspan id=\"The 14 best knowledge base software\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Les 14 meilleurs logiciels de base de connaissances","tier-copy-body":"Consultez quelques-uns des meilleurs systèmes de base de connaissances pour savoir lequel possède les outils adéquats pour votre entreprise.\r\n\r\n\u003cdiv class=\"grid\"\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-small-6\"\u003e\r\n \u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"#Zendesk\"\u003eZendesk\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Helpjuice\"\u003eHelpjuice\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Bloomfire\"\u003eBloomfire\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Guru\"\u003eGuru\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Zoho Desk\"\u003eZoho Desk\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Document360\"\u003eDocument 360\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Notion\"\u003eNotion\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-small-6\"\u003e\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"#HappyFox\"\u003eHappyFox\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Confluence\"\u003eConfluence\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#HubSpot Service Hub\"\u003eHubSpot Service Hub\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Nuclino\"\u003eNuclino\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#ProProfs Knowledge Base\"\u003eProProfs Knowledge Base\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Help Scout\"\u003eHelp Scout\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Slite\"\u003eSlite\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n\u003c/div\u003e\r\n\r\n\u003cbr\u003e\r\n\r\n\u003ch3 id=\"Zendesk\"\u003e1. \u003ca href=\"/service/help-center/\" rel=\"noopener\" target=\"_blank\"\u003eZendesk\u003c/a\u003e\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot displays Zendesk’s knowledge base software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware11.jpg\" width=100% height=100% /\u003e\r\n\r\nZendesk propose un logiciel de base de connaissances dans le cadre de sa suite de service client, qui permet aux équipes de gérer le contenu, les tickets d’aide, la communication interne et bien d’autres choses encore à partir d’un emplacement centralisé. Notre logiciel peut être utilisé en interne comme base de connaissances informatique ou base de connaissances pour les agents et comme outil logiciel \u003ca href=\"/service/help-center/faq-software/\" rel=\"noopener\" target=\"_blank\"\u003eFAQ\u003c/a\u003e pour les clients.\r\n\r\n\u003cstrong\u003eNotre logiciel de base de connaissances vous permet de maintenir votre contenu à jour.\u003c/strong\u003e Les outils intégrés basés sur l’IA, comme \u003ca href=\"/blog/content-cues/\" rel=\"noopener\" target=\"_blank\"\u003eContent Cues\u003c/a\u003e, fournissent des informations sur ce que les clients recherchent, des suggestions de nouveaux contenus de base de connaissances pour combler les lacunes ainsi que des incitations à mettre à jour le contenu des articles existants. Les fonctions d’IA générative peuvent rédiger de nouveaux articles, réviser le contenu existant et créer des réponses conversationnelles lors des interactions avec les clients. \r\n\r\nLa gestion des mises à jour est plus facile grâce à la fonction Publication en équipe, un outil de collaboration qui permet à votre équipe de \u003cstrong\u003econstruire des workflows pour examiner, approuver et publier du contenu\u003c/strong\u003e. La fonction Blocs de contenu vous permet de créer et de placer des blocs de contenu (texte, images et vidéos) dans des articles pertinents. Ces blocs sont mis à jour en un seul endroit et changent automatiquement partout où le contenu apparaît.\r\n\r\nZendesk rend les \u003ca href=\"/service/help-center/knowledge-management-system/\" rel=\"noopener\" target=\"_blank\"\u003esystèmes de gestion des connaissances\u003c/a\u003e accessibles à tous. Vous pouvez \u003cstrong\u003ecréer des versions linguistiques de vos articles dans plus de 40 langues\u003c/strong\u003e. Vous pouvez également créer un portail \u003ca href=\"/service/help-center/customer-self-service/\" rel=\"noopener\" target=\"_blank\"\u003een self-service\u003c/a\u003e pour vos clients ou vos employés, afin que les informations soient toujours disponibles lorsqu’ils en ont besoin.\r\n\r\n\u003ch4\u003eFonctionnalités :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003e\u003ca href=\"/service/ai/\" rel=\"noopener\" target=\"_blank\"\u003eOutils d’IA et d’IA générative\u003c/a\u003e\u003c/li\u003e\r\n\r\n\t\u003cli\u003eApparence personnalisable\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRôles et permissions\u003c/li\u003e\r\n\r\n\t\u003cli\u003eCollaboration et modification en équipe\u003c/li\u003e\r\n\r\n\t\u003cli\u003e\u003ca href=\"/service/analytics/\" rel=\"noopener\" target=\"_blank\"\u003eRapports et analyses\u003c/a\u003e\u003c/li\u003e\r\n\r\n\t\u003cli\u003e\u003ca href=\"/marketplace/\" rel=\"noopener\" target=\"_blank\"\u003ePlus de 1 000 applications et intégrations\u003c/a\u003e\u003c/li\u003e\r\n\r\n\t\u003cli\u003eWorkflows de publication\u003c/li\u003e\r\n\r\n\t\u003cli\u003eCertifications et formations personnalisées\u003c/li\u003e\r\n \r\n\t\u003cli\u003e\u003ca href=\"/service/community-forum/\" rel=\"noopener\" target=\"_blank\"\u003eForums communautaires\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eTarifs :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eSuite Team : $55 par agent et par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003eSuite Growth : $89 par agent et par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003eSuite Professional : $115 par agent et par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003eSuite Enterprise : Contactez notre équipe commerciale\u003c/li\u003e\r\n\r\n\t\u003cli\u003eSuite Enterprise Plus : Contactez notre équipe commerciale\r\n*Les formules sont facturées annuellement.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cul\u003e\r\n\t\u003cli\u003e\u003ca href=\"/register/#step-1\" rel=\"noopener\" target=\"_blank\"\u003eProfitez d’un essai gratuit\u003c/a\u003e\u003c/li\u003e\r\n \r\n\t\u003cli\u003e\u003ca href=\"/pricing/\" rel=\"noopener\" target=\"_blank\"\u003eVoir les tarifs\u003c/a\u003e\u003c/li\u003e\r\n\r\n\t\u003cli\u003e\u003ca href=\"/demo/?demoStep=personal#\" rel=\"noopener\" target=\"_blank\"\u003eDemander une démonstration\u003c/a\u003e\u003c/li\u003e\r\n\r\n\t\u003cli\u003e\u003ca href=\"/service/\" rel=\"noopener\" target=\"_blank\"\u003eSuivez le guide\u003c/a\u003e\u003c/li\u003e\r\n\r\n\t\u003cli\u003e\u003ca href=\"/blog/total-economic-impact-of-zendesk/\" rel=\"noopener\" target=\"_blank\"\u003eÉvaluez les avantages le retour sur investissement de Zendesk\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eEssai gratuit :\u003c/h4\u003e \r\n14 jours\r\n\r\n\u003ch3 id=\"Helpjuice\"\u003e2. \u003ca href=\"https://helpjuice.com/lp\" rel=\"noopener\" target=\"_blank\"\u003eHelpjuice\u003c/a\u003e\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot displays Helpjuice’s knowledge base software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware22.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://helpjuice.com/blog/write-faq-page\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nHelpjuice propose un logiciel de base de connaissances qui peut aider les entreprises à gérer leur contenu. La solution comprend un moteur de recherche spécialement conçu pour les bases de connaissances afin d’aider les utilisateurs à trouver rapidement ce dont ils ont besoin. Les utilisateurs peuvent créer des articles à l’aide de l’éditeur natif What You See Is What You Get (WYSIWYG) et de l’interface de publication pour ajouter immédiatement du contenu. \r\n\r\nLa plateforme utilise des algorithmes pilotés par l’IA pour recommander des sujets d’articles et générer des suggestions d’amélioration du contenu. Les analyses mettent en évidence les articles les plus consultés et les utilisateurs qui les recherchent. De plus, Helpjuice offre des options de personnalisation. Les thèmes personnalisables vous permettent de créer une expérience de marque sur mesure, et la prise en charge multilingue vous permet de changer de langue à partir du panneau de rédaction.\r\n\r\n\u003ch4\u003eFonctionnalités :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eOutils d’IA et d’IA générative\u003c/li\u003e\r\n\r\n\t\u003cli\u003eApparence personnalisable\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRôles et permissions\u003c/li\u003e\r\n\r\n\t\u003cli\u003eCollaboration et modification en équipe\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRapports et analyses\u003c/li\u003e\r\n\r\n\t\u003cli\u003eTraductions en plusieurs langues\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eTarifs :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eStarter : 120 € par mois (jusqu’à 10 utilisateurs)\u003c/li\u003e\r\n\r\n\t\u003cli\u003eMise en service : 200 € par mois (jusqu’à 16 utilisateurs) \u003c/li\u003e\r\n\r\n\t\u003cli\u003ePremium Limited : 289 € par mois (jusqu’à 60 utilisateurs)\u003c/li\u003e\r\n\r\n\t\u003cli\u003eIllimité Premium : 499 € par mois\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eEssai gratuit :\u003c/h4\u003e \r\n14 jours \r\n\r\n\u003ca href=\"/marketplace/apps/support/100100/helpjuice/\" rel=\"noopener\" target=\"_blank\"\u003eEn savoir plus sur l’intégration de Helpjuice à Zendesk.\u003c/a\u003e\r\n\r\n\u003ch3 id=\"Bloomfire\"\u003e3. \u003ca href=\"https://bloomfire.com/knowledge-management/\" rel=\"noopener\" target=\"_blank\"\u003eBloomfire\u003c/a\u003e\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot displays Bloomfire’s knowledge base software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware33.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://bloomfire.com/platform/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nBloomfire aide les équipes à organiser les connaissances de l’entreprise dans une plateforme centralisée. La plateforme imite les réseaux sociaux et permet aux utilisateurs d’interagir avec le contenu en l’aimant, en le partageant, en le commentant ou en le suivant. De plus, la technologie IA de Bloomfire peut comprendre les requêtes de l’utilisateur et fournir des suggestions intelligentes. \r\n\r\nLes fonctions de rapport et les boucles de rétroaction peuvent aider les équipes de gestion à comprendre si le contenu est attrayant et utile, et s’il y a des possibilités d’amélioration. De plus, la plateforme de Bloomfire prend en charge la création de foires aux questions en crowd-sourcing, de sorte que les équipes et les communautés peuvent collaborer pour constituer un référentiel de bonnes pratiques.\r\n\r\n\u003ch4\u003eFonctionnalités :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eOutils d’IA et d’IA générative\u003c/li\u003e\r\n\r\n\t\u003cli\u003eApparence personnalisable\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRôles et permissions\u003c/li\u003e\r\n\r\n\t\u003cli\u003eCollaboration et modification en équipe\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRapports et analyses\u003c/li\u003e\r\n\r\n\t\u003cli\u003eMarquage automatique du contenu\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eTarifs :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eTalla : à partir de 460 € par mois (jusqu’à 50 utilisateurs)\u003c/li\u003e\r\n \r\n\t\u003cli\u003eStarter : 100 € par mois (jusqu’à 10 utilisateurs)\u003c/li\u003e\r\n\r\n\t\u003cli\u003eFlex : 25 € par utilisateur/mois (jusqu’à 500 utilisateurs)\u003c/li\u003e\r\n\r\n\t\u003cli\u003eEnterprise : contacter Bloomfire (+ de 500 utilisateurs) \r\n*Les formules sont facturées annuellement.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eEssai gratuit :\u003c/h4\u003e \r\n30 jours \r\n\r\n\u003ca href=\"/marketplace/apps/support/114281/bloomfire/\" rel=\"noopener\" target=\"_blank\"\u003eEn savoir plus sur l’intégration de Bloomfire à Zendesk.\u003c/a\u003e\r\n\r\n\u003ch3 id=\"Guru\"\u003e4. \u003ca href=\"https://www.getguru.com/\" rel=\"noopener\" target=\"_blank\"\u003eGuru\u003c/a\u003e\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot displays Guru’s knowledge base software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware44.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.getguru.com/features/knowledge-triggers\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nLe système de base de connaissances de Guru permet aux équipes de créer, de partager, d’utiliser et de mettre à jour des informations. Il s’intègre dans le workflow existant de votre équipe en unifiant les informations contextuelles pertinentes avec les outils existants tels que le chat, les e-mails et votre système de gestion de la relation client (CRM).\r\n\r\nGuru utilise l’IA pour faire remonter des informations dans la base de connaissances, de sorte que les suggestions s’améliorent au fil du temps en fonction des schémas de recherche des clients et des employés. L’IA peut également suggérer des articles connexes et signaler les informations redondantes afin de maintenir le contenu à jour. Bien que Guru soit une base de connaissances interne, vous pouvez utiliser son interface de programmation d’applications (API) pour publier du contenu en externe.\r\n\r\n\u003ch4\u003eFonctionnalités :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eOutils d’IA et d’IA générative\u003c/li\u003e\r\n\r\n\t\u003cli\u003eApparence personnalisable\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRôles et permissions\u003c/li\u003e\r\n\r\n\t\u003cli\u003eCollaboration et modification en équipe\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRapports et analyses\u003c/li\u003e\r\n\r\n\t\u003cli\u003eEspaces de travail d’équipe\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eTarifs :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eBusiness : 10 € par utilisateur et par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003eEnterprise : contactez Guru\r\n*Les formules sont facturées annuellement.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eEssai gratuit :\u003c/h4\u003e \r\n30 jours\r\n\r\n\u003ca href=\"/marketplace/apps/support/97760/guru/\" rel=\"noopener\" target=\"_blank\"\u003eEn savoir plus sur l’intégration de Guru à Zendesk.\u003c/a\u003e\r\n\r\n\u003ch3 id=\"Zoho Desk\"\u003e5. \u003ca href=\"https://www.zoho.com/desk/\" rel=\"noopener\" target=\"_blank\"\u003eZoho Desk\u003c/a\u003e\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot displays Zoho Desk’s knowledge base software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware55.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.zoho.com/desk/knowledge-management-software.html?source_from=ft#submission\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nPrincipalement connu pour son système de gestion des tickets et ses solutions de service d’assistance, Zoho Desk propose également un logiciel de base de connaissances. Sa structure personnalisable vous permet de créer des catégories distinctes pour les articles pratiques, les FAQ et d’autres options en self-service. \r\n\r\nLes rédacteurs et les réviseurs peuvent travailler ensemble pour créer du contenu à l’aide des outils de collaboration de Zoho. Les entreprises peuvent contrôler l’accès à leur base de connaissances en demandant aux utilisateurs de créer des comptes. De plus, Zoho permet aux utilisateurs de personnaliser les thèmes et l’image de marque de la base de connaissances à l’aide de logos et de couleurs. Il existe également des forums communautaires qui encouragent les clients à collaborer et à interagir avec votre équipe.\r\n\r\n\u003ch4\u003eFonctionnalités :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eOutils d’IA et d’IA générative\u003c/li\u003e\r\n\r\n\t\u003cli\u003eApparence personnalisable\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRôles et permissions\u003c/li\u003e\r\n\r\n\t\u003cli\u003eCollaboration et modification en équipe\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRapports et analyses\u003c/li\u003e\r\n\r\n\t\u003cli\u003eForum communautaire\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eTarifs :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eGratuit : 0 € par mois (3 agents)\u003c/li\u003e\r\n\r\n\t\u003cli\u003eExpress : 7 € par utilisateur/mois (5 agents)\u003c/li\u003e\r\n\r\n\t\u003cli\u003eStandard : 14 € par utilisateur et par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003eProfessional : 23 € par utilisateur et par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003eEnterprise : 40 € par utilisateur et par mois\r\n*Les formules sont facturées annuellement.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eEssai gratuit :\u003c/h4\u003e\r\n15 jours\r\n\r\n\u003ca href=\"/marketplace/apps/support/88627/zoho-crm/\" rel=\"noopener\" target=\"_blank\"\u003eEn savoir plus sur l’intégration du CRM de Zoho à Zendesk.\u003c/a\u003e\r\n\r\n\u003ch3 id=\"Document360\"\u003e6. \u003ca href=\"https://document360.com/\" rel=\"noopener\" target=\"_blank\"\u003eDocument360\u003c/a\u003e\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot displays Document360’s knowledge base software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware66.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://document360.com/knowledgebase-portal/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nAvec Document360, vous pouvez créer des bases de connaissances en self-service pour vos clients et des bases de connaissances privées pour votre équipe. Ses fonctionnalités courantes comprennent la recherche en temps réel, le contrôle des versions, une catégorisation robuste et un gestionnaire de fichiers. De plus, les rédacteurs et les éditeurs peuvent collaborer sur des plateformes de discussion tout en créant ou en révisant des projets. \r\n\r\nCe logiciel de base de connaissances comprend des éditeurs markdown et WYSIWYG, de sorte que les auteurs peuvent créer du contenu en utilisant leur méthode préférée. Document360 vous permet de créer des guides pratiques, des tutoriels et des documents techniques pour vos équipes. Le logiciel propose également des autorisations d’affichage des articles, qui garantissent la confidentialité et la sécurité des données en exigeant une connexion pour accéder aux informations.\r\n\r\n\u003ch4\u003eFonctionnalités :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eApparence personnalisable\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRôles et permissions\u003c/li\u003e\r\n\r\n\t\u003cli\u003eCollaboration et modification en équipe\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRapports et analyses\u003c/li\u003e\r\n\r\n\t\u003cli\u003eContrôle de la version de la page\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eTarifs :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eGratuit : 0 € par mois (2 utilisateurs)\u003c/li\u003e\r\n\r\n\t\u003cli\u003eStandard : 124 € par projet/mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003eProfessionnel : 248 € par projet/mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003eBusiness : 331 € par projet et par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003eEntreprise : 497 € par projet et par mois\r\n*Les formules sont facturées annuellement.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eEssai gratuit :\u003c/h4\u003e\r\n14 jours\r\n\r\n\u003ca href=\"/marketplace/apps/support/215292/document360/\" rel=\"noopener\" target=\"_blank\"\u003eEn savoir plus sur l’intégration de Document360 à Zendesk.\u003c/a\u003e\r\n\r\n\u003ch3 id=\"Notion\"\u003e7. \u003ca href=\"https://www.notion.so/product\" rel=\"noopener\" target=\"_blank\"\u003eNotion\u003c/a\u003e\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot displays Notion’s knowledge base software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware77.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.notion.so/blog/how-to-build-a-knowledge-management-system\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nVous pouvez utiliser Notion comme base de données, bloc-notes, outil de gestion de projet et espace de rédaction collaboratif. Son logiciel wiki permet aux entreprises d’organiser les connaissances dans un format consultable, et les paramètres d’autorisation les laissent définir les accès et les actions des utilisateurs. \r\n\r\nNotion vous permet de personnaliser votre base de connaissances clients et d’organiser le contenu en ajoutant des marqueurs, des libellés et des propriétaires à vos articles. Il dispose de milliers de modèles prédéfinis et d’outils de glisser-déposer qui permettent de créer et d’organiser rapidement des pages.\r\n\r\n\u003ch4\u003eFonctionnalités :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eOutils d’IA et d’IA générative\u003c/li\u003e\r\n\r\n\t\u003cli\u003eApparence personnalisable\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRôles et permissions\u003c/li\u003e\r\n\r\n\t\u003cli\u003eCollaboration et modification en équipe\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRapports et analyses\u003c/li\u003e\r\n\r\n\t\u003cli\u003eModèles prédéfinis\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eTarifs :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eÉdition gratuite : 0 € par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003ePlus : 40 € par utilisateur et par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003eBusiness : 15 € par utilisateur et par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003eEnterprise : contacter Notion\r\n*Les formules sont facturées annuellement.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eEssai gratuit :\u003c/h4\u003e\r\n7 jours \r\n\r\n\u003ca href=\"/marketplace/apps/support/967901/notion/\" rel=\"noopener\" target=\"_blank\"\u003eEn savoir plus sur l’intégration de Notion à Zendesk.\u003c/a\u003e\r\n\r\n\u003ch3 id=\"HappyFox\"\u003e8. \u003ca href=\"https://www.happyfox.com/knowledge-base/\" rel=\"noopener\" target=\"_blank\"\u003eHappyFox\u003c/a\u003e\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot displays HappyFox’s knowledge base software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware88.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.happyfox.com/knowledge-base/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nHappyFox fournit des logiciels d’assistance avec des solutions de base de connaissances pour les entreprises de divers secteurs. Sa base de connaissances offre des options en self-service et permet de recueillir facilement les commentaires des clients. L’outil dispose également de portails clients à l’image de la marque et de systèmes de gestion des connaissances internes et externes distincts.\r\n\r\nLe moteur de recherche de HappyFox affiche les articles et les pages FAQ les mieux classés, pour que les utilisateurs n’aient pas besoin de les chercher. La fonction d’auto-suggestion permet de guider le client tout au long de son parcours en self-service, tandis que l’index structuré facilite la recherche des ressources. HappyFox facilite également le partage du contenu sur les canaux de réseaux sociaux.\r\n\r\n\u003ch4\u003eFonctionnalités :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eApparence personnalisable\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRôles et permissions\u003c/li\u003e\r\n\r\n\t\u003cli\u003eCollaboration et modification en équipe\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRapports et analyses\u003c/li\u003e\r\n\r\n\t\u003cli\u003eOutils SEO\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eTarifs :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eMighty : 29 € par agent et par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003eFantastic : 49 € par utilisateur et par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003eEnterprise : 69 € par agent et par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003eEnterprise Plus : 89 € par agent et par mois\r\n*Les formules sont facturées annuellement.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eEssai gratuit :\u003c/h4\u003e\r\nIndisponible\r\n\r\n\u003ca href=\"/marketplace/apps/support/244734/happyfox-workflows/\" rel=\"noopener\" target=\"_blank\"\u003eEn savoir plus sur l’intégration HappyFox Workflows pour Zendesk.\u003c/a\u003e\r\n\r\n\u003ch3 id=\"Confluence\"\u003e9. \u003ca href=\"https://www.atlassian.com/software/confluence/knowledge-base\" rel=\"noopener\" target=\"_blank\"\u003eConfluence\u003c/a\u003e\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot displays Confluence’s knowledge base software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware99.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.atlassian.com/software/confluence/features\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nConfluence est une plateforme de collaboration et de partage de documents d’Atlassian que vous pouvez utiliser comme base de connaissances interne ou externe. Le logiciel permet de garder une trace des modifications apportées aux documents pour l’audit de contenu et donne la possibilité aux équipes de collaborer sur les projets. \r\n\r\nLes outils d’analyse de Confluence permettent aux équipes de suivre les performances du contenu, de surveiller l’engagement des utilisateurs et d’identifier les domaines à suivre de plus près. Confluence prend également en charge la co-écriture et l’édition d’articles en temps réel, ainsi que la gestion des commentaires et des autorisations des utilisateurs, afin que les équipes puissent collaborer et assurer l’exactitude de leur base de connaissances.\r\n\r\n\u003ch4\u003eFonctionnalités :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eRôles et permissions\u003c/li\u003e\r\n\r\n\t\u003cli\u003eCollaboration et modification en équipe\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRapports et analyses\u003c/li\u003e\r\n\r\n\t\u003cli\u003eHistorique de la page\u003c/li\u003e\r\n\r\n\t\u003cli\u003eModèles prédéfinis\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eTarifs :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eGratuit : 0 $ par mois (jusqu'à 10 utilisateurs)\u003c/li\u003e\r\n\r\n\t\u003cli\u003eStandard : À partir de 600 € par an\u003c/li\u003e\r\n\r\n\t\u003cli\u003ePremium : À partir de 1 150 € par an\u003c/li\u003e\r\n\r\n\t\u003cli\u003eEnterprise : contacter Confluence\r\n*Les formules sont facturées annuellement et indiquent la tarification pour un maximum de 10 utilisateurs.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eEssai gratuit :\u003c/h4\u003e\r\n7 jours \r\n\r\n\u003ca href=\"/marketplace/apps/support/133875/sync-confluence-pages-to-help-center/\" rel=\"noopener\" target=\"_blank\"\u003eEn savoir plus sur l’intégration de Confluence à Zendesk.\u003c/a\u003e\r\n\r\n\u003ch3 id=\"HubSpot Service Hub\"\u003e10. \u003ca href=\"https://www.hubspot.com/products/service-hub\" rel=\"noopener\" target=\"_blank\"\u003eHubSpot Service Hub\u003c/a\u003e\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot displays HubSpot Service Hub’s knowledge base software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware110.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.hubspot.com/products/service/knowledge-base\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nHubSpot Service Hub offre de multiples fonctionnalités de gestion des connaissances. La fonctionnalité de recherche intelligente utilise des algorithmes de machine learning pour comprendre et prédire les requêtes des utilisateurs avant de fournir des résultats pertinents. Le logiciel de base de connaissances prend en charge la personnalisation de la marque, ce qui permet aux organisations de personnaliser l’apparence de leur base de connaissances (y compris la palette de couleurs, les logos et la mise en page) en fonction de l’identité de leur marque. \r\n\r\nHubSpot Service Hub fournit également aux organisations des analyses qui permettent de partager des informations sur les performances de leur base de connaissances et sur la manière dont les utilisateurs interagissent avec le contenu. Des fonctionnalités comme la gestion des autorisations et le contrôle des versions permettent aux équipes de collaborer. \r\n\r\n\u003ch4\u003eFonctionnalités :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eOutils d’IA et d’IA générative\u003c/li\u003e\r\n\r\n\t\u003cli\u003eApparence personnalisable\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRôles et permissions\u003c/li\u003e\r\n\r\n\t\u003cli\u003eCollaboration et modification en équipe\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRapports et analyses\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRecommandations de SEO\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eTarifs :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eProfessional : À partir de 450 € par mois (5 utilisateurs)\u003c/li\u003e\r\n\r\n\t\u003cli\u003eEnterprise : à partir de 1 200 € par mois (10 utilisateurs)\r\n*Les formules sont facturées annuellement.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eEssai gratuit :\u003c/h4\u003e \r\nIndisponible\r\n\r\n\u003ca href=\"/marketplace/apps/support/88625/hubspot/\" rel=\"noopener\" target=\"_blank\"\u003eEn savoir plus sur l’intégration de HubSpot à Zendesk.\u003c/a\u003e\r\n\r\n\u003ch3 id=\"Nuclino\"\u003e11. \u003ca href=\"https://www.nuclino.com/\" rel=\"noopener\" target=\"_blank\"\u003eNuclino\u003c/a\u003e\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot displays Nuclino’s knowledge base software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware111.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.nuclino.com/solutions/internal-knowledge-base\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nLes solutions de base de connaissances de Nuclino offrent une IA qui peut aider les utilisateurs à créer des documents structurés et interconnectés. L’IA peut générer des idées, rédiger du contenu sur la base des mots-clés fournis et résumer les notes. \r\n\r\nAvec Nuclino, les entreprises peuvent définir des restrictions d’accès pour contrôler les personnes qui consultent, modifient et contribuent au contenu. Plusieurs utilisateurs peuvent travailler ensemble, éditer et commenter des documents en temps réel. La plateforme comprend également un outil d’historique des versions des articles, qui permet aux utilisateurs de suivre les changements et les révisions au fil du temps. Nuclino fournit aussi une collection de modèles qui donnent aux utilisateurs un point de départ pour la conception de wikis, de feuilles de route de produits et de manuels.\r\n\r\n\u003ch4\u003eFonctionnalités :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eOutils d’IA et d’IA générative\u003c/li\u003e\r\n\r\n\t\u003cli\u003eApparence personnalisable\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRôles et permissions\u003c/li\u003e\r\n\r\n\t\u003cli\u003eCollaboration et modification en équipe\u003c/li\u003e\r\n\r\n\t\u003cli\u003eModèles de contenu\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eTarifs :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eGratuit : 0 € par mois (2 Go de stockage)\u003c/li\u003e\r\n\r\n\t\u003cli\u003eStandard : 5 € par utilisateur et par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003ePremium : 10 € par utilisateur et par mois\r\n*Les formules sont facturées annuellement.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eEssai gratuit :\u003c/h4\u003e \r\n14 jours\r\n\r\n\u003ch3 id=\"ProProfs Knowledge Base\"\u003e12. \u003ca href=\"https://www.proprofskb.com/\" rel=\"noopener\" target=\"_blank\"\u003eProProfs Knowledge Base\u003c/a\u003e\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot displays ProProfs Knowledge Base’s knowledge base software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware112.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.proprofskb.com/templates/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nProProfs Knowledge Base permet aux entreprises de consulter des rapports sur les consultations d’articles, les interactions avec les utilisateurs et la performance du contenu afin de comprendre comment les lecteurs interagissent avec les articles. Les entreprises peuvent également définir des processus de workflows afin que chacun sache comment créer, réviser et approuver le contenu. \r\n\r\nProProfs permet également aux utilisateurs de créer un contenu conditionnel, ce qui signifie que l’outil peut masquer ou afficher du contenu en fonction de l’appareil utilisé ou du segment de clientèle. Son éditeur WYSIWYG permet aux équipes de personnaliser les modèles de contenu et d’ajouter des images ou des vidéos. \r\n\r\n\u003ch4\u003eFonctionnalités :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eApparence personnalisable\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRôles et permissions\u003c/li\u003e\r\n\r\n\t\u003cli\u003eCollaboration et modification en équipe\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRapports et analyses\u003c/li\u003e\r\n\r\n\t\u003cli\u003eContenu conditionnel\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eTarifs :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eGratuit : 0 € par mois (25 pages)\u003c/li\u003e\r\n\r\n\t\u003cli\u003eBusiness Starter : 49 € par utilisateur et par mois\r\n*Le plan est facturé annuellement.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eEssai gratuit :\u003c/h4\u003e \r\n15 jours\r\n\r\n\u003ch3 id=\"Help Scout\"\u003e13. \u003ca href=\"https://www.helpscout.com/\" rel=\"noopener\" target=\"_blank\"\u003eHelp Scout\u003c/a\u003e\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot displays Help Scout’s knowledge base software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware113.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.helpscout.com/knowledge-base/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nHelp Scout propose un logiciel de base de connaissances dans le cadre de sa solution de centre d’assistance. Les entreprises qui l’utilisent peuvent assurer une apparence cohérente, en phase avec l’identité de leur marque. Les options de personnalisation comprennent des palettes de couleurs, des logos et des mises en page. \r\n\r\nLes entreprises peuvent contrôler l’accès et les autorisations des utilisateurs afin de protéger les informations sensibles tout en facilitant la collaboration et la gestion du contenu au sein des équipes. Les outils basés sur l’IA peuvent aider les utilisateurs à trouver ce dont ils ont besoin et fournir des recommandations en termes de création de contenu. De plus, ses fonctions d’analyse peuvent aider les équipes à suivre des paramètres tels que le nombre d’articles consultés et les tendances en matière de recherche.\r\n\r\n\u003ch4\u003eFonctionnalités :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eOutils d’IA et d’IA générative\u003c/li\u003e\r\n\r\n\t\u003cli\u003eApparence personnalisable\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRôles et permissions\u003c/li\u003e\r\n\r\n\t\u003cli\u003eCollaboration et modification en équipe\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRapports et analyses\u003c/li\u003e\r\n\r\n\t\u003cli\u003eDétection des conflits\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eTarifs :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eStandard : 20 € par utilisateur et par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003ePlus : 40 € par utilisateur et par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003ePro : 65 € par utilisateur et par mois\r\n*Les formules sont facturées annuellement.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eEssai gratuit :\u003c/h4\u003e\r\n15 jours\r\n\r\n\u003ch3 id=\"Slite\"\u003e14. \u003ca href=\"https://slite.com/solutions/knowledge-base\" rel=\"noopener\" target=\"_blank\"\u003eSlite\u003c/a\u003e\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot displays Slite’s knowledge base software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/knowledgebasesoftware114.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://slite.com/?redirect=no#All-types-of-knowledge\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nSlite est une plateforme interne de gestion des connaissances qui héberge les informations d’équipe. Grâce à un éditeur simple, à une variété de modèles et à une mise en forme flexible, les entreprises peuvent organiser leur contenu de manière professionnelle. La fonction de recherche et le tri des documents facilitent la localisation et l’accès aux informations.\r\n\r\nSlite inclut le suivi de l’activité des documents afin que les entreprises puissent maintenir leur contenu à jour. Son IA peut traduire des articles, résumer le contenu et changer le ton des communications pour attirer différents publics. Les équipes peuvent également collaborer et commenter les documents en temps réel.\r\n\r\n\u003ch4\u003eFonctionnalités :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eOutils d’IA et d’IA générative\u003c/li\u003e\r\n\r\n\t\u003cli\u003eApparence personnalisable\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRôles et permissions\u003c/li\u003e\r\n\r\n\t\u003cli\u003eCollaboration et modification en équipe\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRapports et analyses\u003c/li\u003e\r\n\r\n\t\u003cli\u003eHistorique des versions\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eTarifs :\u003c/h4\u003e\r\n\u003cul\u003e\r\n\t\u003cli\u003eGratuit : 0 € par mois (50 documents)\u003c/li\u003e\r\n\r\n\t\u003cli\u003eStandard : 8 € par membre et par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003ePremium : 12,50 € par membre et par mois\u003c/li\u003e\r\n\r\n\t\u003cli\u003eEnterprise : contacter Slite\r\n*Les formules sont facturées annuellement.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch4\u003eEssai gratuit :\u003c/h4\u003e \r\nIndisponible\r\n\r\n\u003cspan id=\"What are different types of knowledge base tools?\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Quels sont les différents types d’outils de gestion des connaissances ?","tier-copy-body":"Pour les petites entreprises qui démarrent, une \u003ca href=\"/blog/knowledge-base/\" rel=\"noopener\" target=\"_blank\"\u003ebase de connaissances\u003c/a\u003e peut simplement consister en un Google Drive partagé contenant des PDF de spécifications de produits, une FAQ pour les clients et des manuels pour les employés. Mais à mesure que l’entreprise se développe, cela peut poser des problèmes de sécurité, de recherche et d’accessibilité. Voici les types d’outils de base de connaissances les plus courants pour les entreprises de toute taille.\r\n\r\n\u003cul\u003e\r\n\t\u003cli\u003e\u003cstrong\u003eLes guides de dépannage\u003c/strong\u003e sont des ressources faciles à suivre, qui aident les clients à résoudre des problèmes courants pas à pas.\u003c/li\u003e\r\n\u003cbr\u003e\r\n\tLes \u003cli\u003e\u003cstrong\u003epages de la FAQ\u003c/strong\u003e fournissent des réponses aux questions les plus courantes posées par les clients.\u003c/li\u003e\r\n\u003cbr\u003e\r\n\tLes \u003cli\u003e\u003cstrong\u003e\u003ca href=\"/service/messaging/chatbot/\" rel=\"noopener\" target=\"_blank\"\u003echatbots\u003c/a\u003e\u003c/strong\u003e sont des outils basés sur l’IA qui offrent une communication proactive, une assistance 24h/24 et 7j/7, et des options de self-service.\u003c/li\u003e\r\n\u003cbr\u003e\r\n\t\u003cli\u003e\u003cstrong\u003eL’IA générative\u003c/strong\u003e est un type de technologie d’IA capable de créer de manière autonome du contenu original, de modifier le ton d’articles existants et de réviser des informations obsolètes. \u003c/li\u003e\r\n\u003cbr\u003e\r\n\t\u003cli\u003e\u003cstrong\u003eLes forums communautaires\u003c/strong\u003e sont des portails en ligne sur lesquels les utilisateurs participent à des discussions, partagent des informations, posent des questions et collaborent.\u003c/li\u003e\r\n\u003cbr\u003e\r\n\t\u003cli\u003e\u003cstrong\u003eLes portails en self-service\u003c/strong\u003e sont des plateformes en ligne où les utilisateurs accèdent de manière autonome à des informations, trouvent des solutions à des problèmes et effectuent des tâches sans assistance directe.\u003c/li\u003e\r\n\u003cbr\u003e\r\n\t\u003cli\u003e\u003cstrong\u003eLes centres d’aide\u003c/strong\u003e sont des référentiels centralisés en ligne où les utilisateurs peuvent accéder à des informations, de la documentation et des ressources d’assistance organisées et accessibles.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cspan id=\"How to choose the right knowledge base system\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Comment choisir le bon logiciel de base de connaissances","tier-copy-body":"Un logiciel de base de connaissances est un outil qui vous permet de recueillir, maintenir et transmettre les bonnes informations à la bonne personne et au bon moment. Voici quelques éléments à prendre en compte pour choisir le meilleur logiciel pour votre entreprise.\r\n\r\n\u003cul class=\"list-check-circle-fill\"\u003e\r\n\r\n\u003ch3\u003e\u003cli\u003eAssurez-vous qu’il est sécurisé\u003c/li\u003e\u003c/h3\u003e\r\n\r\nLes meilleurs logiciels de base de connaissances ont mis en place des mesures de protection des données sensibles. Avec des certifications de conformité logicielle à jour, les entreprises montrent qu’elles respectent les restrictions et les réglementations du secteur afin de garantir la sécurité des données. Votre logiciel de base de connaissances doit également privilégier la fiabilité et s’intégrer à votre \u003ca href=\"/service/ticketing-system/problem-management-software/\" rel=\"noopener\" target=\"_blank\"\u003elogiciel de gestion des problèmes\u003c/a\u003e. Cela permet au fournisseur de limiter les temps d’arrêt en cas de problème imprévisible du système.\r\n\r\n\u003ch3\u003e\u003cli\u003eVérifiez la facilité de configuration et de maintenance\u003c/li\u003e\u003c/h3\u003e\r\n\r\nChoisissez un logiciel qui se déploie rapidement et qui offre des outils faciles à maintenir. Il est également judicieux de choisir un fournisseur disposant d’une équipe dédiée à l’intégration qui rationalisera le processus, répondra aux questions et vous permettra d’être opérationnel rapidement. Un délai de rentabilisation rapide signifie que vous pouvez commencer à tirer profit des avantages du logiciel le plus tôt possible.\r\n\r\n\u003ch3\u003e\u003cli\u003ePrenez en compte le coût total de possession\u003c/li\u003e\u003c/h3\u003e\r\n\r\nToutes les entreprises souhaitent un retour sur investissement (ROI) rapide lorsqu’elles investissent dans un nouveau logiciel. Le meilleur moyen d’y parvenir est de choisir un logiciel de base de connaissances fiable, simple à configurer, qui s’intègre à vos systèmes actuels et qui ne nécessite pas une formation trop poussée. Cela permet à votre équipe d’utiliser le logiciel plus rapidement avec des coûts d’installation et de formation minimes. \r\n\r\nNotez que les logiciels de base de connaissances \u003ca href=\"/service/help-center/free-knowledge-base-software/\" rel=\"noopener\" target=\"_blank\"\u003e gratuits\u003c/a\u003e constituent un point de départ abordable pour la gestion de contenu, mais vous risquez de vous sentir rapidement limités par leurs fonctionnalités de base. Dans ce cas, il se peut que le coût de la mise à niveau et de la gestion du système dépasse celui d’autres services payants.\r\n\r\n\u003c/ul\u003e\r\n\r\n\u003cspan id=\"Benefits of knowledge base solutions\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Avantages des solutions de base de connaissances","tier-copy-body":"En regroupant vos connaissances d’entreprise au sein d’une base de données unique et accessible de partout via Internet, vous bénéficiez d’un avantage concurrentiel clé. Voici les cinq principaux avantages qu’offrent les systèmes de base de connaissances.\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"Some of the key benefits businesses gain from using knowledge base software include boosting customer satisfaction, saving agents time, breaking down silos, improving agent training, and enhancing customer onboarding.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/Knowledge+base+software_fr-fr(1).png\" width=100% height=100% /\u003e\r\n\r\n\u003ch3\u003eAmélioration de la satisfaction client\u003c/h3\u003e\r\n \r\nUne base de connaissances externe ne dort jamais, ce qui vous permet de fournir à vos clients les informations qu’ils souhaitent, au moment et à l’endroit où ils le souhaitent. Votre entreprise peut assister les utilisateurs 24h/24 et 7j/7, même pendant les vacances et les horaires de clôture. Ainsi, le client n’a pas besoin d’attendre qu’un agent l’aide à résoudre un problème qu’il peut facilement résoudre par lui-même, une expérience appréciée qui accroît la satisfaction client.\r\n\r\n\u003ch3\u003eGain de temps pour les agents et réduction des coûts\u003c/h3\u003e\r\n\r\nLes ressources en self-service peuvent résoudre les problèmes rudimentaires sans l’intervention d’un agent, détourner les tickets et rendre la file d’attente plus facile à gérer. Les agents peuvent ainsi se consacrer à la résolution de problèmes plus complexes et à l’amélioration de l’expérience client. Lorsqu’elles sont intégrées à un logiciel de chatbot, les bases de connaissances peuvent également être utilisées pour répondre automatiquement aux questions des clients, ce qui vous permet d’éviter d’embaucher du personnel supplémentaire pour gérer des volumes de tickets plus importants.\r\n\r\n\u003ch3\u003eOptimisation de l’intégration des clients et augmentation de l’adoption des produits\u003c/h3\u003e\r\n\r\nUtilisez votre base de connaissances externe pour créer une expérience d’accueil fluide des clients. Lorsqu’un nouveau client s’inscrit, vous pouvez automatiser l’envoi d’un e-mail de bienvenue contenant des ressources utiles de votre base de connaissances, par exemple :\r\n\r\n\u003cul\u003e\r\n\t\u003cli\u003eVisites guidées et aperçus des produits\u003c/li\u003e\r\n\r\n\t\u003cli\u003eVidéos d’explication et tutoriels\u003c/li\u003e\r\n\r\n\t\u003cli\u003eArticles du Centre d’aide\u003c/li\u003e\r\n\r\n\t\u003cli\u003eQuestions fréquentes\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\nCes documents d’accueil constituent une ressource précieuse et encouragent les nouveaux clients à adopter votre produit plus rapidement.\r\n\r\n\u003ch3\u003eLa fin des silos internes\u003c/h3\u003e\r\n\r\nLes outils de base de connaissances internes peuvent mettre fin au \u003ca href=\"/blog/ways-data-silos-impact-business-knock/\" rel=\"noopener\" target=\"_blank\"\u003ecloisonnement des données\u003c/a\u003e en offrant aux équipes un espace centralisé où elles peuvent accéder aux informations importantes. Lorsque les informations sont dispersées entre les systèmes et les départements, il est difficile pour les employés de trouver ce dont ils ont besoin et de fournir les expériences personnalisées et de haute qualité que les clients attendent. Les logiciels de base de connaissances permettent aux équipes de collaborer efficacement en facilitant l’accès à des informations précieuses et pertinentes.\r\n\r\n\u003ch3\u003eAmélioration de la formation et de la précision des employés\u003c/h3\u003e\r\n\r\nGrâce aux informations disponibles en un seul clic dans la base de connaissances interne, les agents peuvent aider les clients de manière efficace et précise sans avoir à mémoriser tous les détails. Une base de connaissances sert de disque dur à vos agents. Elle leur offrant un accès instantané aux processus internes, aux questions fréquentes et aux articles. Ils peuvent ainsi y puiser des réponses rapides à la demande. La base de connaissances peut aussi servir à accélérer l’intégration des \u003ca href=\"/blog/onboard-train-new-customer-service-reps/\" rel=\"noopener\" target=\"_blank\"\u003eagents\u003c/a\u003e et donner aux nouveaux employés l’accès au matériel de formation.\r\n\r\n\u003cspan id=\"Features of knowledge base systems\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Fonctionnalités des systèmes de bases de connaissances","tier-copy-body":"Une des fonctionnalités rudimentaires d’un logiciel de base de connaissances est de permettre aux équipes d’assistance de créer, de gérer et de partager facilement du contenu avec leurs clients. Voici quelques fonctionnalités essentielles qu’un bon logiciel de base de connaissances doit inclure.\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"Some of the key features to look for in knowledge base software include AI and generative AI, branding and customization, roles and permissions, team collaboration and editing, and reporting and analytics.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/Knowledge+base+software_fr-fr.png\" width=100% height=100% /\u003e\r\n\r\n\u003ch3\u003eOutils d’IA et d’IA générative\u003c/h3\u003e\r\n\r\nL’IA peut jouer un rôle important dans la création et la gestion de votre base de connaissances. Les algorithmes basés sur l’IA peuvent recommander des sujets pertinents, suggérer des améliorations de contenu et même générer des ébauches d’articles, ce qui réduit considérablement le temps et les efforts nécessaires à la production de contenu. Les outils d’IA peuvent aider les équipes à maintenir les informations à jour en identifiant les contenus obsolètes ou non pertinents et en suggérant des mises à jour. \r\n\r\nLes systèmes de recherche et de recommandation pilotés par l’IA améliorent la découverte du contenu des bases de connaissances, et aident ainsi les utilisateurs à trouver facilement les informations dont ils ont besoin. Parallèlement, l’IA \u003ca href=\"/blog/generative-ai-guide/\" rel=\"noopener\" target=\"_blank\"\u003egénérative\u003c/a\u003e permet d’élaborer des explications claires et concises. En automatisant ces aspects de la création et de la gestion de contenu, l’IA permet aux équipes de se concentrer sur des tâches plus importantes telles que la stratégie, l’assurance qualité et l’amélioration de l’expérience utilisateur.\r\n\r\n\u003ch3\u003eApparence personnalisable\u003c/h3\u003e\r\n\r\nVotre logiciel doit vous permettre de personnaliser l’apparence de votre base de connaissances avec les couleurs, les polices, les images et les logos de votre marque. En adaptant le thème de votre \u003ca href=\"/service/help-center/\" rel=\"noopener\" target=\"_blank\"\u003ecentre d’aide\u003c/a\u003e à chacune des marques que vous gérez, en utilisant les bonnes couleurs ou en ajoutant un logo en en-tête, par exemple, vous améliorez l’expérience des lecteurs. Certaines bases de connaissances vous permettent même d’ajouter une hero image sur votre page d’accueil et une image de bannière sur vos pages communautaires et de les personnaliser avec le thème de votre choix.\r\n\r\n\u003ch3\u003eRôles et permissions\u003c/h3\u003e\r\n\r\nContrôler qui peut écrire, éditer et publier du contenu est un aspect important du maintien de l’intégrité de votre site. De même, le fait d’autoriser la consultation de certains documents permet de protéger les informations sensibles. Par exemple, Zendesk propose quatre autorisations d’affichage d’articles pour les utilisateurs : tout le monde, les utilisateurs connectés, les agents et les administrateurs, et des segments d’utilisateurs personnalisés.\r\n\r\n\u003ch3\u003eCollaboration d’équipe et workflows d’édition/de publication\u003c/h3\u003e\r\n\r\nLes outils de collaboration et d’édition en équipe permettent aux organisations d’exploiter l’intelligence collective de leurs équipes et de s’assurer que les ressources de connaissances sont continuellement améliorées et développées. L’édition collaborative permet à plusieurs membres de l’équipe de contribuer au contenu de la base de connaissances, de le réviser et de l’affiner en temps réel, afin d’obtenir des informations plus précises et plus complètes. \r\n\r\nCes outils facilitent la communication, l’harmonisation et la mise en commun de diverses compétences, et garantissent que la base de connaissances reflète les dernières idées et les meilleures pratiques. Les fonctions de contrôle des versions contribuent à préserver la qualité et la sécurité du contenu en permettant aux utilisateurs de voir ce qui a été modifié et en leur permettant de récupérer les versions antérieures.\r\n\r\n\u003ch3\u003eRapports et analyses\u003c/h3\u003e\r\n\r\nLes bons logiciels de base de connaissances n’aident pas seulement vos clients à obtenir des informations sur votre produit ou service. Les outils de reporting et d’analyse offrent des informations précieuses sur le contenu de votre base de connaissances :\r\n\r\n\u003cul\u003e\r\n\t\u003cli\u003eLes articles les plus et les moins vus\u003c/li\u003e\r\n\r\n\t\u003cli\u003eL’efficacité de chaque article\u003c/li\u003e\r\n\r\n\t\u003cli\u003eLes lacunes de contenu basées sur les recherches des clients et les sujets en vogue\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\nGrâce à ces informations, vous pouvez fournir en permanence un contenu utile et enrichissant pour une meilleure expérience client.\r\n\r\n\u003cspan id=\"Frequently asked questions\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Questions fréquentes","tier-copy-body":"\u003cdiv class=\"accordion theme-default js-accordion faq-accordion\"\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n\r\n\u003ch3\u003eÀ quoi servent les logiciels de base de connaissances et comment fonctionnent-t-ils ?\u003c/h3\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\r\nLes logiciels de base de connaissances fournissent aux clients des informations qui peuvent les aider à mieux comprendre ou utiliser votre produit ou service. Les logiciels de base de connaissances permettent également aux agents de gagner du temps en incitant les clients à utiliser des options de self-service pour l’exécution de tâches simples. En général, les logiciels de base de connaissances peuvent être configurés de manière à ce que votre base de données puisse être privée, publique ou les deux à la fois.\r\n\r\nAu niveau le plus élémentaire, un logiciel de base de connaissances vous permet d’organiser et de créer vos connaissances d’entreprise en tant que contenu utile au sein d’une base de données consultable. Les systèmes plus avancés mettent à profit l’automatisation et le \u003ca href=\"/blog/machine-learning-used-customer-service/\" rel=\"noopener\" target=\"_blank\"\u003emachine learning\u003c/a\u003e pour proposer automatiquement des articles pertinents en réponse aux demandes des clients.\r\n\r\n\u003c/div\u003e\r\n\r\n \u003c/div\u003e\r\n\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n\r\n\u003ch3\u003ePourquoi est-il important pour votre entreprise d’utiliser un logiciel de base de connaissances ?\u003c/h3\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\r\nLe bon logiciel de base de connaissances interne permet d’améliorer de nombreux aspects de votre activité. Le service client peut créer du contenu et y accéder pour améliorer la productivité et l’efficacité des agents, ce qui se traduit par une meilleure expérience client. Le service de développement des produits peut utiliser la base de connaissances pour suivre les demandes de fonctionnalités, les demandes courantes des clients et les informations sur les codes existants. Les ressources humaines peuvent utiliser la base de connaissances pour diffuser des informations.\r\n\r\nUn logiciel de base de connaissances externe permet d’offrir aux clients des options de self-service essentielles. Qu’il s’agisse de ressources permettant d’initier de nouveaux clients à votre produit ou de pages expliquant vos offres à des clients potentiels, une base de connaissances peut contribuer à la réussite de votre entreprise.\r\n\r\n\u003c/div\u003e\r\n\r\n \u003c/div\u003e\r\n\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n\r\n\r\n\u003ch3\u003eQuels types de données sont fournis dans une base de connaissances ?\u003c/h3\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\r\nUne base de connaissances peut offrir aux utilisateurs un large éventail d’informations en fonction du public. Pour les bases de connaissances destinées aux clients, les données peuvent comprendre :\r\n\r\n\u003cul\u003e\r\n\t\u003cli\u003e\u003cstrong\u003e\u003ca href=\"/blog/the-best-faq-page-examples-and-how-to-make-your-own/\" rel=\"noopener\" target=\"_blank\"\u003eDes pages de FAQ bien conçues\u003c/a\u003e\u003c/strong\u003e\u003c/li\u003e\r\n\r\n\t\u003cli\u003e\u003cstrong\u003eDes guides de dépannage\u003c/strong\u003e qui expliquent comment résoudre les problèmes\u003c/li\u003e\r\n\r\n\t\u003cli\u003e\u003cstrong\u003eDes workflows d’accueil\u003c/strong\u003e qui accompagnent les clients\u003c/li\u003e\r\n\r\n\t\u003cli\u003e\u003cstrong\u003eDescriptions des produits et des services\u003c/strong\u003e pour permettre aux clients potentiels de bien comprendre les offres de votre entreprise\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003c/div\u003e\r\n\r\n \u003c/div\u003e\r\n\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n\r\n\u003ch3\u003eQuels sont les exemples de base de connaissances interne ?\u003c/h3\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\r\nVoici comment différentes équipes peuvent utiliser les bases de connaissances internes :\r\n\r\n\u003cul\u003e\r\n\t\u003cli\u003eLes équipes d’assistance peuvent documenter les étapes de résolution des problèmes, les meilleures pratiques et d’autres informations importantes afin que les agents n’aient pas à repartir de zéro à chaque fois.\u003c/li\u003e\r\n\r\n\t\u003cli\u003eLes équipes de produits peuvent s’appuyer sur une base de connaissances pour hiérarchiser et gérer les demandes de fonctionnalités et documenter le développement des produits.\u003c/li\u003e\r\n\r\n\t\u003cli\u003eLes ressources humaines peuvent communiquer des informations internes aux employés, telles que les politiques de l’entreprise et les congés.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003c/div\u003e\r\n\r\n \u003c/div\u003e\r\n\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n\r\n\u003ch3\u003eDe quelles intégrations logicielles pourrais-je avoir besoin pour ma base de connaissances ?\u003c/h3\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\r\nVotre outil de gestion des connaissances doit s’intégrer à diverses applications et logiciels afin que vous puissiez améliorer ses capacités. Les intégrations choisies dépendent généralement des besoins de votre entreprise et de ce que vous voulez que votre base de connaissances accomplisse. Voici quelques systèmes importants avec lesquels votre base de connaissances doit s’intégrer pour offrir une expérience optimale à l’utilisateur : \r\n\r\n\u003cul\u003e\r\n\t\u003cli\u003e\u003cstrong\u003e\u003ca href=\"/service/help-desk-software/ticketing-system/\" rel=\"noopener\" target=\"_blank\"\u003eLogiciel de gestion des tickets\u003c/a\u003e :\u003c/strong\u003e Les agents peuvent transformer les tickets d’aide en documentation partageable.\u003c/li\u003e\r\n\r\n\t\u003cli\u003e\u003cstrong\u003e\u003ca href=\"/service/messaging/live-chat/\" rel=\"noopener\" target=\"_blank\"\u003eLogiciel de chat en direct\u003c/a\u003e :\u003c/strong\u003e Les chatbots peuvent partager des articles sans faire remonter la demande à un agent humain.\u003c/li\u003e\r\n\r\n\t\u003cli\u003e\u003cstrong\u003e\u003ca href=\"/service/help-center/client-portal/\" rel=\"noopener\" target=\"_blank\"\u003ePortail client\u003c/a\u003e :\u003c/strong\u003e La base de connaissances est située à un endroit pratique et offre une alternative aux clients qui préfèrent ne pas parler à l’assistance client.\u003c/li\u003e\r\n\r\n\t\u003cli\u003e\u003cstrong\u003e\u003ca href=\"/internal-help-desk/hr-help-desk-software/\" rel=\"noopener\" target=\"_blank\"\u003eService d’assistance RH\u003c/a\u003e :\u003c/strong\u003e Les employés peuvent résoudre en self-service les questions relatives à la paie, aux avantages sociaux, aux politiques de l’entreprise et plus encore.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003c/div\u003e\r\n\r\n \u003c/div\u003e\r\n\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n\r\n\u003ch3\u003eComment maintenir ma base de connaissances à jour ?\u003c/h3\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\r\nActualisez régulièrement le contenu afin que les informations soient exactes, pertinentes et utiles. Voici quelques conseils pour maintenir le contenu de votre base de connaissances à jour :\r\n\r\n\u003cul\u003e\r\n\t\u003cli\u003eUtilisez des outils de reporting et d’analyse pour recueillir des informations sur les performances de la base de connaissances sur les différents canaux.\u003c/li\u003e\r\n\r\n\t\u003cli\u003eChoisissez des applications de base de connaissances dotées de fonctionnalités clés, telles que des outils de gestion des connaissances et de collaboration basés sur l’IA, qui facilitent l’identification des articles qui doivent être mis à jour ou créés en fonction des sujets en vogue ou des demandes des clients.\u003c/li\u003e\r\n\r\n\t\u003cli\u003eUtilisez des plateformes de base de connaissances qui permettent aux agents de créer un ticket lorsqu’ils remarquent des informations obsolètes ou incorrectes dans les articles.\u003c/li\u003e\r\n\r\n\u003c/ul\u003e\r\n\r\n\u003c/div\u003e\r\n\r\n \u003c/div\u003e\r\n\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n\r\n\u003ch3\u003eComment migrer ma base de connaissances vers le cloud ?\u003c/h3\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\r\nLa meilleure façon de migrer votre base de connaissances vers le cloud est d’utiliser une plateforme SaaS (software as a service) conçue pour la gestion et la conservation des informations. Le bon outil facilitera la migration de votre contenu existant et devrait vous permettre de transférer automatiquement les articles par marque. Si vous n’avez qu’un petit nombre d’articles à déplacer, vous pouvez copier et coller manuellement les articles nécessaires. Vous pouvez également utiliser des applications de migration spécifiques ou faire appel à un professionnel de l’expérience client.\r\n\r\n\u003c/div\u003e\r\n\r\n \u003c/div\u003e\r\n\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n\r\n\u003ch3\u003eQuelle est la différence entre une base de données et une base de connaissances ?\u003c/h3\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\r\nC’est simple : une base de données stocke des données brutes, tandis qu’une base de connaissances est une collection d’articles qui fournit des informations utiles aux utilisateurs. Contrairement à une base de données, une base de connaissances permet d’accéder très facilement à des informations sur des sujets et des questions spécifiques, et de les comprendre.\r\n\r\n\u003c/div\u003e\r\n\u003c/div\u003e\r\n\u003c/div\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Comment choisir le bon logiciel de base de connaissances ?","tier-copy-body":"\u003cp\u003eChoisir le bon logiciel de base de connaissances demande beaucoup de réflexion. Pour commencer, il faut déterminer la nature des informations que vous souhaitez organiser et identifier clairement les personnes qui utiliseront ces informations.\r\n\u003c/p\u003e\r\n\r\n\u003cp\u003eLa base de connaissances est l’outil qui vous permettra de recueillir, maintenir et transmettre les bonnes informations à la bonne personne et au bon moment.\u003c/p\u003e\r\n\r\n\u003cp\u003eUne fois ces éléments pris en compte, vous devez évaluer les facteurs suivants :\u003c/p\u003e\r\n\r\n\u003ch3\u003eFlexibilité et personnalisation\u003c/h3\u003e\r\n\r\n\u003cp\u003eVotre équipe, vos clients et les outils existants sont uniques.\r\n Votre logiciel de base de connaissances doit donc être capable de prendre en charge cet environnement spécifique.\r\n Si l’outil n’est pas suffisamment flexible, vous serez obligé de corriger et de dupliquer des informations à l’intérieur et à l’extérieur de votre base de connaissances.\r\n\u003c/p\u003e\r\n\r\n\u003cp\u003ePar ailleurs, vous ne pourrez pas utiliser les applications, comme les chatbots ou les CRM, qui rendent les bases de connaissances encore plus puissantes. Vous devez donc rechercher un logiciel de base de connaissances qui propose une API et des intégrations natives aux outils populaires.\r\n\u003c/p\u003e\r\n\r\n\u003ch3\u003eRecherche et partage faciles\u003c/h3\u003e\r\n\r\n\u003cp\u003eLa valeur de votre base de connaissances, aussi complète soit-elle, dépend de la capacité des agents et des clients à trouver et à partager rapidement les informations.\r\n C’est pour cela qu’il est si important de disposer de fonctionnalités de recherche puissante et de catégorisation efficace pour améliorer la qualité du service et la productivité des agents. \r\n\u003c/p\u003e\r\n\r\n\u003cp\u003eMais trouver les informations ne suffit pas :\r\n le contenu de la base de connaissances doit également pouvoir se partager facilement avec les clients et les autres agents.\r\n Pour garder une longueur d’avance, il faut donc choisir un système de gestion des connaissances qui allie à la fois recherche et partage.\u003c/p\u003e\r\n\r\n\u003ch3\u003eCollaboration fluide\u003c/h3\u003e\r\n\r\n\u003cp\u003eUne base de connaissances est efficace lorsqu’elle permet à plusieurs employés d’y contribuer.\r\n La capacité de collaboration au sein d’une base de connaissances maximise son champ d’apprentissage et facilite l’intégration des informations recueillies en première ligne.\r\n\u003c/p\u003e \r\n\r\n\u003cp\u003eVotre priorité doit donc être de trouver un logiciel intuitif et facile à utiliser pour votre équipe.\r\n Il est préférable, si possible, de commencer par un essai gratuit pour savoir si votre équipe adopte facilement le logiciel.\r\n Plus vos employés se sentent à l’aise avec le logiciel, plus ils seront disposés à contribuer.\u003c/p\u003e\r\n\r\n\r\n\r\n\u003cspan id=\"faq\"\u003e\u003cspan id=\"faq\"\u003e\r\n","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Questions fréquentes sur les logiciels de base de connaissances","tier-copy-body":"\u003cdiv class=\"accordion theme-default js-accordion faq-accordion\"\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch4\u003eQui peut utiliser les logiciels de base de connaissances ?\u003c/h4\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\u003cp\u003eToute personne ou équipe qui a besoin d’utiliser des informations pour aider ses clients à gagner en efficacité peut utiliser un logiciel de gestion des connaissances.\r\n Par exemple, Google fournit une base de connaissances \u003ca href=\"https://support.google.com/google-ads/?hl=en#topic=10286612\"\u003epour ses produits publicitaires\u003c/a\u003e afin d’aider les clients à résoudre leurs problèmes.\r\n\u003c/p\u003e\r\n\u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch4\u003eQue peut-on ajouter dans une base de connaissances ?\r\n\u003c/h4\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\u003cp\u003eEn règle générale, vous pouvez ajouter des fichiers audios, images, vidéos ou textes.\r\n Le seul inconvénient est que certains fournisseurs de logiciels de base de connaissances peuvent limiter la taille et le type des fichiers.\r\n\u003c/p\u003e\r\n\u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch4\u003eDe quelles intégrations logicielles pourrais-je avoir besoin pour ma base de connaissances ?\r\n\u003c/h4\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\u003cp\u003eVous aurez probablement besoin d’intégrations logicielles entre votre base de connaissances et votre CRM ainsi que votre système de gestion des tickets.\r\n Si vous utilisez actuellement le chat en direct ou prévoyez de le faire, vous devez également vous assurer que votre base de connaissances s’intègre au chat en direct, car référer aux articles de la base de connaissances dans un chat peut considérablement améliorer les interactions avec les clients.\r\n Vous pourriez également avoir besoin d’intégrations d’analyse, de messagerie et de portail client.\r\n\u003c/p\u003e\r\n\u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch4\u003eQuels éléments ma base de connaissances doit-elle contenir ?\r\n\u003c/h4\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\u003cp\u003eToute base de connaissances doit inclure un système d’organisation et une barre de recherche de texte.\r\n Les autres éléments de votre base de connaissances dépendent de la nature de votre activité.\r\n Par exemple, si vous vendez des logiciels, votre base de connaissances doit contenir des informations qui aident les clients à configurer le logiciel et à résoudre leurs problèmes.\r\n\u003c/p\u003e\r\n\u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch4\u003eComment maintenir ma base de connaissances à jour ?\r\n\u003c/h4\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\u003cp\u003ePour garder votre base de connaissances constamment à jour, vous devez suivre ces trois étapes :\r\n\u003c/p\u003e\r\n\u003col\u003e\r\n\u003cli\u003eAssignez un responsable de la gestion de la base de connaissances.\u003c/li\u003e\r\n\u003cli\u003eDésignez un responsable de la base de connaissances\u003c/li\u003e\r\n\u003cli\u003eMettez en place un processus pour identifier les problèmes de la base de connaissances.\u003c/li\u003e\r\n\u003c/ol\u003e\r\n\u003c/div\u003e\r\n \u003c/div\u003e\r\n\u003c/div\u003e\r\n\r\n\u003cspan id=\"free-trial\"\u003e\u003cspan id=\"free-trial\"\u003e\r\n","tier-copy-image":"","tier-video-id":""}],"tier-footer-ctas":[{"tier-footer-cta-text":"","tier-footer-cta-url":""}],"_trash_the_other_posts":"0","tier-resource-checkbox":"1","tier-resource-headline":"Guides logiciels connexes de la base de connaissances","tier-cta-checkbox":"1","tier-cta-headline":"Prêt à améliorer votre logiciel de base de connaissances ?","tier-cta-2-text":"Démonstration","tier-cta-2-url":"//www.zendesk.fr/register/","tier-resource-description":"Continuez à explorer l’univers des bases de connaissances.","tier-resource-links":"\u003ca href=\"/service/help-center/\"\u003eLogiciel de centre d’aide\u003c/a\u003e\r\n\u003ca href=\"/service/help-center/faq-software/\"\u003eLogiciel de FAQ\u003c/a\u003e\r\n\u003ca href=\"/service/help-center/internal-knowledge-base/\"\u003eBases de connaissances internes\u003c/a\u003e\r\n\u003ca href=\"/service/help-center/knowledge-management-system/\"\u003eSystème de gestion des connaissances\u003c/a\u003e\r\n\u003ca href=\"/service/help-center/partner-portal-software/\"\u003eLogiciel de portail partenaire\u003c/a\u003e\r\n\u003ca href=\"/internal-help-desk/employee-experience-software\"\u003eLogiciel de gestion de l’expérience collaborateur\u003c/a\u003e\r\n\u003ca href=\"/service/help-center/client-portal/\"\u003eLogiciel de portail client\u003c/a\u003e\r\n\u003ca href=\"/service/help-center/free-knowledge-base-software/\"\u003eLogiciel de base de connaissances gratuit\u003c/a\u003e\r\n\u003ca href=\"/service/help-center/customer-self-service/\"\u003ePortails d’assistance client en self-service\u003c/a\u003e\r\n\u003ca href=\"/service/help-center/knowledge-management-tools/\"\u003eOutils de gestion des connaissances\u003c/a\u003e","tier-breadcrumb-text":"Le meilleur logiciel de base de connaissances","tier-hero-image":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/heroimageofwireringwithacubedandlingfromthemiddelontopofapyramid.jpg","tier-center-screen-checkbox":"1","tier-center-screen-headline":"Essayez gratuitement nos logiciels de base de connaissances","tier-center-screen-body":"\u003cspan id=\"Try knowledge base software for free\"\u003e\u003c/span\u003e\r\n\r\n\u003cp\u003eVotre capacité à donner aux clients et aux employés les moyens d’utiliser une base de connaissances dépendra en grande partie du logiciel que vous choisirez. Avec Zendesk, vous pouvez faciliter le self-service pour les clients et organiser vos connaissances d’entreprise sous la forme d’une base de données consultable par vos équipes internes.\u003c/p\u003e\r\n\r\n\u003cp\u003eLe logiciel de base de connaissances de Zendesk propose également des outils d’IA générative pour aider votre équipe à rationaliser et à mettre à l’échelle la gestion des connaissances. 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