CRM / Knowledge management
Customer Relationship Management is the principal realm of the business knowledge management applications of the OfficeObjects® platform. All advanced knowledge management repositories share the following characteristic; a rich semantic data model as well as robust and flexible object categorization and search. Additionally, verification and dissemination of the knowledge artefacts should be facilitated by the groupwork business process management system.
The rich semantic model of the OfficeObjects® repository is supported by the Topic Maps standard (ISO 13250:2000) implemented by the OfficeObjects®OntologyManager. AI inference algorithms may be designed and implemented with the use of a rule engine, and as TMSL algorithms.
The repository objects, categorized into classes of the semantic data model, may be associated with structurally complex metadata models, providing for automatic binding of object instance relationships according to the UML data class diagram specification. Semantic model navigation and object categorization and search are supported by the SQL relational database model, which garantees high performance and flexibility.
Typical knowledge management repositories, supporting large research consortia, would comprise scores of interrelated object classes. Object instances of the same class should comply to the class metadata model, storing different configurations of binary data. For example an object of a given class may contain a text document, whereas another object of the same class may comprise a data file underlying the machine learning (ML) algorithm.
Arbitrary sets of metadata attributes may characterize repository objects, according to the required categorization rules, and subsequently serve as the query expressions. Additionally, text metadata fields are subject to fulltext indexing and retrieval.
The Document sharing process provides the principal platform to exchange internal documents within a company. The use of a workflow process to share documents, and in some cases, to request an action on the document, has significant advantages over the classical email platform. The standard workflow management features, such as time control, non-repudiation, accountability in terms of acknowledged workload, constitute an important tool for management of knowledge worker processes.