A knowledge base is used to store best practices, industrial knowledge, compliance regulations, product service issues and solutions, and other business relevant information. Many organizations around the globe have implemented knowledge base software solutions. They use this software to improve productivity in-house and to improve the organization overall.
For instance, a customer service knowledge base is used to provide additional customer service via a self-service help centre. But, it is important to know that not all knowledge base software solutions are the same. They differ in prices, built-in features, SSO, etc. In this article, we are going to give you 3 compelling reasons to get an SSO enabled knowledge base.
What is SSO?
Single sign-on is a web service. This session and user authentication service allows users to log in by using a predefined username and password in order to access web applications and content. The administrator has the right to add new accounts and assign custom access privileges for each user individually. When the user logs on through the interface, he stays logged in even when he accesses a new app using the same account. SSO eliminates the need for constant logins for each app switch.
As you can see, SSO is very convenient for end users, but it also helps organizations who implement it to access user login logs, see usage statistics, and monitor user accounts. User authentication is performed through a central domain. This login session it then shared with any connected domain by assigning a signed token to a user.
How to handle a large and increasing number of users accessing the entire system of services and/or apps was the biggest issue in the IT industry. It was, fortunately, successfully solved by SSO. This is why we can safely assume that SSO authentication is not going to be replaced any time soon.
Let’s see what benefits does SSO enabled Knowledge Base offer.
Adds another layer of security
SSO enabled Knowledge Base software provides organizations with an opportunity to improve the security of the knowledge base. This can come in handy if the organization is using knowledge base software as part of the internal software pack accessed via the web. In many cases, organizations will store valuable and sensitive data in their Knowledge Base. In this case, another level of security is really appreciated, as it protects data from being accessed via an unauthorized person.
SSO allows multifactor authentication. What does this mean? Any organization may choose a preferred smartphone app as an authentication tool that generates a code used by the SSO to enable a user to access the knowledge base. Multifactor authentication (2FA) proved to be very reliable in these cases.
An SSO enabled Knowledge Base can be configured so that employees don’t even have to enter their password when they are accessing it via a trusted in-house device. A long-string secure password is automatically generated in this occasion, and it remains unknown to the user. This way, the risk of phishing attacks is completely removed from the risk vulnerability equation.
Saves precious time
When knowledge base software is SSO enabled, it can be easily integrated in the software mainframe used by an organization. This removes the need for multiple user accounts and passwords. With just a single sign-in, everyone is able to access the content determined by user privilege rights. Privilege rights can be grouped so that, in a few clicks, each user can get the role that’s assigned to him, i.e. knowledge base article editors, contributors, readers, etc.
This significantly reduces time the IT department needs to manage lost accounts and passwords for employees. SSO also saves time for employees, who won’t have to log in separately for each account they try to access. By having to remember only one master password, employees will rarely experience lost or forgotten passwords. On top of that, SSO will significantly reduce the risk of password phishing.
Reduces costs while improving customer satisfaction
Did you know that almost 50% of Help Desk calls are requests for password resets? According to Gartner Group, password problems make up almost half of the user requests a help desk has to deal with. And, according to Foresters research, each password reset costs up to $70 worth of labour. An SSO enabled customer service knowledge base can resolve this problem for organizations.
When an organization uses an SSO enabled application, such as a customer service knowledge base, users will have to remember only one password, thus significantly reducing the chances of forgotten passwords and increased Help Desk costs. For instance, if the user buys a web service, the username and pass he has created to make this purchase will be the same ones he uses to both access the web service and the self-service help desk. These users can have more privilege rights then guest users, i.e. they can comment on articles, contribute, etc.
For organizations that have many employees accessing the internal knowledge base, an SSO enabled one will help the IT department to focus more on important tasks at hand, instead of having to reset passwords for employees over and over again.
SSO also has an effect on user experience. As you might have already noticed, the majority of fancy Web 2.0 websites are using an SSO service. This is simply because SSO makes the login process very fast and easy. And, this compliments new User Experience standards. The login screen is where the first interaction between the website and the customer happens, and by providing a premium experience right on the start, organizations improve customer satisfaction rates.
Using an SSO enabled knowledge base provides many benefits. Above all, it adds another layer of security over sensitive business data and provides a better user experience for both employees and customers. SSO also helps business organizations centralize the authentication process and make access to all applications instantaneous and easy.